Thank you for viewing my resume below. I am a hard working, dedicated employee, with the ability to learn new skills and information quickly.
After graduating high school, I chose to serve our great country in the U.S. Navy, doing one tour of duty. After being discharged honorably, I joined the civilian workforce doing a variety of positions including retail, medical and work rehabilitation report transcribing, shipping clerk, internal and external customer service including international customers, mortgage loan processing, and the last 10 years of work in a call center environment.
At my last employer, I started on the phones as an outbound agent doing surveys for automotive clients in regards to sales and service. I moved on to editing those records in my next position with the company, then advanced to a quality assurance position reviewing the production of those records. I then took responsibility of a team on an inbound campaign for a major online retailer, overseeing the work and performance of 15-20 inbound agents.
After a brief, non-work related, leave of absence, I returned to this employer and returned to the phones, but quickly moved on to more challenging positions, including Floor Activities Lead (Real Time Adherence and Efficiency) for the outbound campaigns, Workforce Administrator and Payroll Clerk.
At that point, I then was selected to assume the responsibilities of the Jr. Operations Manager role, overseeing 6 Team Leaders, with approximately 100 inbound agents on the campaign. After just 16 months, I was selected to move up to the Sr. Operations Manager, and assumed responsibility for 2 additional campaigns, 4 total Jr. Operations Managers, and nearly 400-500 agents depending on client needs.
Shortly thereafter, I was offered the opportunity to move to Tennessee and help to launch a new site for the company. After arriving, and for most of the year, I was the senior operations management on site. The site started with 75 students, 60 of whom graduated, and by the time I left the company, the client had added a second campaign and we were approaching 300 agents on the two campaigns.
Since being unemployed, I have been working on, and about to complete, a college level program for a Certificate in Paralegal Studies from the National Paralegal College.
I am seeking employment as a paralegal, supervisor, or management in any field or area that you feel my skills may be useful.
Thank you,
Amendment Guy
Twitter @amendment_guy
E-mail amendmentguy@gmail.com, dale_65@yahoo.com
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Dale Renton
Columbia, TN 38401
931-698-9208
Office management professional, well versed in supervision
and leadership skills. Proficient in Microsoft Office products, including
Outlook, Excel, Word and Access.
Critical thinker, always seeking the most appropriate problem
resolution. Quick learner, able to
adapt to new or changing requirements and needs.
Skills Summary
° Computer proficient
(PC and Mac) ° Customer Service ° Supervision ° Office Suite
° Management skills °
Client facing ° Customer facing ° Lexis-Nexis
Education
National Paralegal College
Certificate in Paralegal Studies
Completion August 2013
Highline High School
Employment History
IBEX Global (Formerly TRG Customer Solutions) – 2005-2012
Senior Operations Manager – Bend, OR and Spring Hill, TN,
2011-2012
Led team of 2-3 Junior Operations Managers, in charge of up
to 350 phone agents on an inbound technical and customer support campaign. Managed both Tier 1 and Tier 2
campaigns for computer and mobile device support. Assisted in setting up new
site and two lines of business for this client.
°
Met or exceeded Client Quality Goals from launch in Spring Hill
°
Maintained required Headcount and Staffing Goals
°
Met regularly with client representatives
Junior Operations Manager – Bend, OR, 2010-2011
Led team of 6 Team Managers, in charge of 100 phone agents
on an inbound computer technical support campaign.
°
Exceeded 90% Quality rating 90% of the time
°
Exceeded Headcount and Staffing goals monthly
Payroll Administrator – Bend, OR 2009-2010
Responsible for monitoring payroll systems, ensuring
accuracy of payroll entries and payments.
Resolved issues with payroll and paychecks in a timely fashion for up to
400 agents.
IBEX Global (Formerly TRG Customer Solutions) – Bend, OR,
2005-2009
Outbound Agent – Completed surveys for automotive campaigns
Floor Activities Lead – Real time monitoring of Outbound
campaigns for efficiency
Prior employers
iSky – purchased by TRG Customer Solutions
Mortgage Professionals of Central Oregon
The Boeing Company
Intracorp
Butler Shoe Company
Military Experience
US Navy
Honorably Discharged – E-3
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