Terry Tidwell
------------------------------------------------------------------------------------------------(C) 432.210.8192,
Objective
My overall objective in this position would be to build on what I learned in a previous call-center setting and further that knowledge while providing the best customer service possible for our clients. I believe, through my experiences, that it is vital to not only follow the directives of the company, but also to always remember the concerns of those calling into the center are very real and should be addressed with professionalism and respect.
Work Experience
Quality Assurance Agent (05/18/2009 – 09/30/2010)
A year and five months (until center's closure) at in In-Bound customer service call center.
Last Employer: Telvista, Odessa, Texas
Contact Person: Human Resources, Dallas Location 972.919.7800
Responsibilities: Listen and grade customer service agents calls according to guidelines provided by the client. Provided one-on-one feedback to the agents and coached them on how to improve their quality scores. Attended weekly calibrations sessions (both internal and with the client/associate call centers). Upkeep and proper handling of confidential files (both hard copy and digitally stored); assisting with trend tracking of behaviors and errors being made by agents, and assisting with strategies to correct them; authored training documents to assist new-hires in understanding the role and responsibilities of the QA department .
Accomplishments: Promoted multiple times (some linear moves, and then upward into QA); multiple perfect attendance awards.
Chef/Cook (05/15/2008 – 12/30/2008)
Over 20 years experience in the restaurant and restaurant related industry.
Last Employer: Shorty Small's, Branson, Missouri
Contact Person: Michelle / (417) 334-7946
Responsibilities: All related 'line' duties...Preparing food to order in a rapid and accurate fashion; all associated cleaning duties; prep-work; and training new hires.
Accomplishments: Received a substantial raise shortly after being hired due to exhibition of my stated skills when interviewed/hired.
Lead Broil Chef/Butcher (01/15/2007 – 09/03/2007)
Last Employer: Big Cedar Lodge
Contact Person: Human Resources (Switchboard) 1-800-225-6343
Responsibilities: Prepare and cook high-end cuisine in a very exclusive gourmet setting. Creating and implementing new dishes and assisted others whenever needed. Also responsible for all butchery on the property (beef, poultry, fish, etc)
Accomplishments: Generated several successful dishes/recipes.
Skills
Most, if not all, of my previous employment experiences were customer service driven. I am fully versed, and believe in, the importance of giving clients/customers the best service available. Multi-tasking is second nature to me, and staying focused on my responsibilities is something I take very seriously. I work well under pressure (a busy restaurant will teach you this very quickly) and I don't upset easily. Managing and de-escalating customers who are upset is also something I seem to do well.
Computer Skills: All basic computing skills, plus : Word, Power Point, Excel, Internet connectivity, and most any software/tool used in a call center setting (Verint, for instance).
Additional Information
It is important to note, I think, that during some of the breaks between employment were due to non-work related issues. Family issues and other things made it impractical to commit to a full time position at those times. Fortunately those family issues are no longer impacting my ability to work full time.
Interests
I have many and diverse hobbies and interests. I'm an avid reader and also enjoy writing. Cooking is more of a passion than a hobby and cooking for friends is something I enjoy. Other hobbies/interests include: Juggling, sculpting, going to the movies, playing guitar (badly), and my one pet...Abby, the prairie dog.