Jay Dunnivant

Experience

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  Kensington Research and Recovery

  Jan 2003 - Jan 2004

  Lead Contact Agent, Customer Service and Sales Agent

  Played a critical role in the foundation and development of the contact center department.Developed an effective sales process, creating a sense of urgency and a trusting business relationship with residential and commercial property owners.Contacted potential customers via mail, phone or by appointment to educate them on funds we located in the county records and offer our services, with a contingency based contract, to obtain the funds before the statute of limitation was reached. Trusted to handle and secure highly sensitive personal information including property tax numbers, death certificates, deeds, social security numbers, power of attorney letters and documents approved by our on-site notary. Involving, assisting upper management with communications between customers and county officials.Exceed sales quotas consistently, earning myself the Lead Contact Agent title, involving overseeing 4 contact agents, while gaining me greater responsibilities and authority. Voir moins

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  Compdata Surveys

  Jan 2005 - Jan 2006

  Account Manager, CSR and Sales agent

  Analyzed wage and salary compensation information, comparing the numbers by state, city and county. Drilling the numbers down to industry, occupation, experience, cost of living and level of degree completed.Contacted department heads, CEO’s, Chief Financial Officer’s (CFO), Headhunters and HR managers to collect data and offer discounts on our catalogs/CD’s in exchange for their wage information.Maintained sales quotas by selling our compensation wage catalogs/CD’s to individuals re-entering the workforce and looking to relocate or test a new industry. Used effective sales tactics with company’s by emphasizing the competitive edge they will gain within their respective industries, by purchasing our catalogs/CD’s when seeking the best candidates for the job. Voir moins

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  T-Mobile

  Mar 2006 - Mar 2010

  Customer Service Senior Supervisor, Team Leader, and Interim Coach

  Managed a team of 18 agents, monitored and evaluated several calls for Quality Assurance purposes, emphasizing key customer service attributes; Concern, Courtesy, Timely Resolution and Knowledge. Shared best practices with peers, in addition to coaching and developing my staff during individual side by sides where I gave instant feedback and set a date to follow up and check for follow through.Provided direct team support and handled escalated calls when the agent exhausted all resources or per the customer’s request.Ran team meetings to recognize and acknowledge individual/team success as well as changes in procedure or policy.Monitored agents breaks and lunches to ensure the team meet our adherence goal. In addition, drive our Service Level goal of 80 calls answered in 20 seconds or less. Voir moins

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  Harte-Hanks, Inc.

  Nov 2011 - Oct 2013

  Operations Supervisor Barnes and Noble Fraud & International Fraud, Digital Support and Newsstand

  Managed 20 agents 2 Tech LeadsImmensely involved in the recruiting and hiring process for new agents. Work closely with HR to ensure adherence to the employee handbook, current state laws and the proper termination procedure.Monitored and evaluated multiple calls for Quality Assurance, encompassing product knowledge and transaction management, professionalism and call procedure, customer support skills and critical call attributes, with an emphasis on the overall customer experience and retention. Participated in Quality Assurance calibrations with the client and onsite management during regularly scheduled site meetings. Initiated corrective and disciplinary actions both verbal and written for attendance, performance and any incidences violating workplace code of ethics. All properly filed, tracked and documented using the proper RCA, PIP, attendance and accident reports forms, in an organized fashion.Played an important role in the payroll process for my agents, involving applying PTO, the allocation of correct work hours, the submission of time adjustment request by the deadline, all while encouraging paperless checks and direct deposit. Shared best practices and utilized proper call handling procedures during scheduled one-on-one meetings. Used direct impact coaching, setting realistic, measureable, attainable metric goals. Following up with the agent for follow through and execution.Facilitated team meetings to go over changes and updates, all while recognizing team & individual successes and addressing any concerns or ideas. Stayed in constant communication with Workforce Management and RTA’s to ensure our service levels are met at 80% daily and the schedules reflect staggered lunches and breaks. In addition, rescheduling planned meetings due to spikes and abandoned calls during critical intervals. Direct interactions with the client, Barnes and Noble, to identify their expectations and discus our reports identifying trends and call drivers. Voir moins

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  Examinetics

  Oct 2013 - Jan 2013

  Supervisor of Sales

  Managed 6 Lead Sales agents and 1 Senior Lead Sales agent.Departments goal is to speak with a decision maker, gaining the commitment to allow Examentics to facilitate their company's government mandated occupational health screening. Directed sales team to meet and exceed company's weekly, monthly, quarterly and yearly sales goals. Initiated corrective and disciplinary actions both verbal and written for attendance, performance and any incidences violating workplace code of ethics. All properly filed, tracked and documented using the proper HR approved stepping systemWorked with outside staffing resources to select valuable candidates. Conducted and facilitated on the job training and weekly meetings.Monitored and evaluated multiple calls for Quality Assurance, encompassing product knowledge and transaction management, professionalism and call procedure, customer support skills and critical call attributes, with an emphasis on the overall customer commitment to our products.Played an important role in the payroll process for my agents, involving applying PTO, the allocation of correct work hours, the submission of time adjustment request by the deadline, all while encouraging paperless checks and direct deposit. Shared best practices and utilized proper call handling procedures during scheduled one-on-one meetings. Used direct impact coaching, setting realistic, measurable, attainable metric goals. Following up with the agent for follow through and execution. Voir moins

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  Apria Healthcare

  Mar 2014 - Sept 2014

  Customer Quality Supervisor

  Managed 18-20 Customer service and Quality agents and 2 Team Leads.Departments goal is to accept and incoming or initiate a call from the patient to discuss coverage and place orders to refresh their CPA medical supplies. Initiated corrective and disciplinary actions both verbal and written for attendance, performance and any incidences violating workplace code of ethics. All properly filed, tracked and documented using the proper HR approved stepping systemWorked with outside staffing resources to select valuable candidates. Conducted and facilitated on the job training and weekly meetings.Monitored and evaluated multiple calls for Quality Assurance, encompassing product knowledge and transaction management, professionalism and call procedure, customer support skills and critical call attributes, with an emphasis on the overall customer commitment to our products.Played an important role in the payroll process for my agents, involving applying PTO, the allocation of correct work hours, the submission of time adjustment request by the deadline, all while encouraging paperless checks and direct deposit. Shared best practices and utilized proper call handling procedures during scheduled one-on-one meetings. Used direct impact coaching, setting realistic, measurable, attainable metric goals. Following up with the agent for follow through and execution. Voir moins

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  Grantham University

  Jan 2015 - now

  Admissions Representative

  Interpret, adapt and apply guidelines and procedures.Handle rejections effectively and with tact.Knowledge of different programs/services available to university students.Knowledge of student recruitment and retention issues,Work effectively with diverse populations.Knowledge of customer service standards and procedures.Display success in a performance-driven sales environment which utilizes metrics and measurements.Desire to work in a progressive but competitive environment.Advanced understanding of consultative selling, uncovering buying decisions and understanding customer needs.Learn and leverage a variety of software applications.Working knowledge of Microsoft Office Suite, including Excel and Word, and Internet.Effectively communicate orally (in person and by telephone) and in writing.Multi-task, yet maintain close attention to detail and timeliness of work production.Work in a positive team-oriented manner with a variety of people (i.e. students, faculty, staff, administrators) Voir moins