Carolyn Green

November, 2011 - November, 2011

Full Time

Generated and analyzed client reports on a weekly and monthly basis consisting of information related to call distribution, efficiency, and utilization. Managed team of 6 employees, established monthly staff meetings, and ensured team members adhered to project deadlines. Implemented training for new and current employees and instituted quarterly performance evaluations. Operational Highlights: Achieved 80% of CPUC Service Level Requirements by establishing strategic plans. Obtained 92% answered measurement. Exceeded requirements for call routing system requests.

July, 1980 - January, 2011

Full Time

Leading Telecommunications Company that provides cable, telephone, and Internet products and services to clients across the world. Employs more than 450, 000 individuals world- wide. Managed employee attendance records for more than 100 service representatives and enforced company policies and procedures in relation to absenteeism. Reported attendance records using Mechanized Attendance Tracking System and assured adherence, hold time, and average handle time standards achieved. Collaborated with various union organizations and organize fundraising events. Coordinated client and staff meetings and performed logistical management for company travel. Operational Highlights: Improved employee attendance rates by 48%. Continuously achieved revenue goals while assisting Consumer Markets organization. Maintained compliance of OSHA safety regulations by training service representatives in regards to company safety policies and establishing monthly safety meetings.