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<pre>Array ( [var] => cut_url ) </pre> Resume for Loyce F. for Salesperson / Representative / Telecommunications Services in Dothan, Alabama. Search More Resumes for Salesperson / Representative on #9BO3N3A7X

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Resume for Loyce F. for Salesperson / Representative / Telecommunications Services in Dothan, Alabama

Occupation: Salesperson / Representative Industry: Telecommunications Services
Country: United States City: Dothan
State: Alabama ZIP: 36305

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Loyce H. F.

Montrose Court Apt Dothan, AL

Cell Phone: Email:    

Professional Summary

Dynamic Senior Call Center Sales, Operations and Project Management Professional leveraging extensive Management, Training and Quality experience Training methodology expert, transforming complex technical information into effective learning modules Organized, takecharge leader with exceptional followthrough and detail orientation Articulate communicator, quickly building rapport at all levels Top performer who thrives in a highexpectation, highstress environment Seasoned project manager, leading projects through to completion CRM expert with comprehensive knowledge of call center solutions  

Core Competencies

Budget management Teambuilding, staff development and motivation Ability to manage multiple customers with stringent SLAs Proven record of exceeding service, quality and cost objectives Global management of distributed workforces Passionate about leadership by example Benchmarking and performance metrics Exceptional followthrough and detail orientation Workforce management Customer retention and loyalty programs Training program needsassessment and implementation Quality program implementation Corporate training design, delivery and evaluation  

Professional Experience

Verizon Communications, Inc./ GTE COMMUNICATIONS now known as Verizon Communications

October , – November ,

$B US telecom services provider; offerings include local telephone, longdistance, wireless, IT services and Internet access services to residential and small to midsized businesses in states and Washington, DC.

Consumer Sales Supervisor, Marion, OH Aug/ – Nov/

Reported directly to Call Center Manager.  Responsible for all aspects of multisite, + seat inbound call center workgroup productivity including sales operations, driving revenue, quality and efficiency; provide coaching, development and disciplinary actions; manage strategic planning and analysis of results.

  • Supervise directreport consultants.
  • Consistently meet or exceed variable monthly team quotas.
  • Maintain a strong knowledge of all products / practices / policies
  • Participate in constant dialogue with Manager and peers to share best practices
  • Attend necessary training / instructional activities required of the position.
  • Vendor OnSite Performance Specialist, Palatka, FL – Jul/ – Aug/

    Reported directly to Vendor Manager.  Provided onsite operations management of High Speed Internet for Business Technical Support outsource partner activities; multisite responsibilities included SLA compliance, productivity, quality, outsourced partner performance, trend analysis and customer service delivery analysis and improvements for + seat inbound call center.

  • Managed indirect reports in BB environment.
  • Served as primary pointofcontact for outsourced partners. 
  • Implemented operational metrics development including call monitoring.
  • Analyzed CSAT and vendor agent effectiveness, identifying needed training and QA improvements.
  • Managed crossorganizational/crossfunctional special projects.
  • Managed technical analysis and direction, providing stateoftheart customer support solutions.
  • Recommended techniques and methodologies, improving productivity and reducing operating cost.

    Trainer, Credit/Collections, Receivables Management Organization, Irving, TXJan/ – Jul/

    Reported directly to Training Manager.  Provided leadership and training for internal/external customer billing and payment processing operations including credit approval, collections, fraud detection, toll investigations, operational policies and procedural metrics.

  • Developed and delivered job aids, training and processes as needed to support Receivables Management functions.
  • Served as Collections SME to management.
  • Developed and delivered all training, including classroom training on systems and processes for new hires; diagnosed learner needs; monitored trainee performance and managed records.
  • Key participant in project planning including scope, risk assessment, implementation and rollout requirements.
  • Provided postimplementation support.
  • Senior Product/Marketing Manager, Irving, TXJun/ – Jul/

    Managed Strategic Markets Regulatory products and services, providing market intelligence and analysis.  Responsible for marketing and business development.

  • Served as product and training SME. 
  • Supported the Long Distance Sales Call Centers and Field Sales revenue sales objectives.
  • Defined and developed new product proposals, including marketing requirements and feature specifications.
  • Delivered all products to market ontime/onbudget.
  • Assessed business development opportunities and technology partnerships; made build vs. buy recommendations.
  • Created productmarketing collaterals including product presentations, competitive selling tools and demonstration scripts.
  • Supported sales and accountmanagement teams, delivering clientfacing demos.
  • Responsible for designing and delivering training for Business Service Representatives, including new hires, refresher courses, campaign programs, operational and business procedures and systems.  

       ICB Product Marketing Mgr                              Irving, TX                                               

          Private Line Product Marketing Mgr                     Irving, TX                                 

       Call Center Quality Trainer               Irving, TX/Durham, NC                               

          Call Center Supervisor                             Durham, NC/Dothan, AL                                

          Sales Support Associate                             Tampa, FL /Dothan, AL

          Proposal Support Administrator                                        Tampa, FL 


    A $B provider of global payments and travel services; also publishes such magazines as Food & Wine and Travel & Leisure through its American Express Publishing unit; the company's charge and credit cards are its primary source of revenue.  American Express has more than MM cards in circulation worldwide.

    Field Sales Administrator, Richardson, TXAug/ – Dec/ 

    Reported directly to Sales Director.  Supported Sales Director and Business Development managers for US Commercial Card, South Region; responsibilities included district/regional data capture/documentation, lead generation, supply procurement, and HR functions. 

    CenturyTel, Inc. 

    A $.B integrated communications company primarily providing carrier and enterprise level network access and local voice telephone services; it also offers longdistance, Internet access, and broadband services with core service areas located in Alabama, Arkansas, Missouri, Washington, and Wisconsin.

    Business Account Representative, Dothan, ALSep/ – Jul/

    Reported directly to Sales Manager.  Responsibilities included driving revenue through outbound contacts for telecom products and services, lead generation followup including cold calls, customer service and requirements gathering.

  • Responsible for customer Telecom product/data design assistance.
  • Provided system designs support for sales organization.
  • Business Customer Contact Center Supervisor, La Crosse, WI Dec/ – Sep/

    Reported directly to Call Center Manager and performance evaluations; served as primary pointofcontact for customer escalations. .  Provided call center supervision and support; responsible for staffing, training, forecasting, goal achievement 

    Stonebridge Technologies  

    A privately held provider of IT services, including the design, implementation, and support of integrated data management systems, as well as system design and configuration, contract maintenance, and training in the Financial Services, Energy, Transportation and Healthcare industries.

    Project Manager, Dallas, TXAug/ – May/

    Responsible for delivering a comprehensive suite of products ASR, LSR, PreOrder, E, LIDB, automating Sales Call Center transactions between Trading Partners by exchanging orders and information directly between OSSs.

  • Developed project plan with scope, assumptions, training requirements, change control process and tradingpartner testing requirements for implementations.
  • Managed resource allocation and scheduling, requirements, documentation, configuration and testing.
  • Responsible for creating, testing and implementing all product scripts.
  • Managed the “As Built” knowledge transfer and solution documentation for the client and product support staff.
  • Key driver in upselling during the installation process, supporting revenue sales objectives.

    Education, Professional Development, Notables

  • Certification: Fundamentals of Project Management, Villanova University,
  • Certification: Registered Coordinator for Vendor Management Organizations, Customer Operations Performance Center, Inc.,
  • Professional development completed includes:  Basic Principles for a Collaborative Workplace; Coach with Confidence; Conducting a Collaborative Performance Review; Correcting Performance Problems; Developing Interpersonal Skills in your People; Excelling at Customer Service; Giving and Receiving Constructive Feedback; Giving Recognition; Managing Performance: The Performance Appraisal Process; Moving the Organization Forward; Proactive Listening; and The Heart of Coaching
  • Proficiencies include Microsoft Word, Excel, PowerPoint, Publisher, FrontPage, Visio, Project, Outlook Express, Lotus Notes and Information Mapping

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