Holley Durham

Experience

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  Time Warner Cable / Time Warner Satellite Services

  Apr 1983 - Aug 1999

  Customer Service Supervisor / Territory Manager

  •Developed and managed a sales and service organization covering three states and 107 counties – which resulted in exceeding goal by twenty percent•Excellent computer skills in spreadsheet software and word processing created and developed a team of several turnkey operators to assure compliance with contractual performance standards, resulting in #1 ranking in 1998 & 1999.•Effective in communicating and assessing performance evaluations; accountable for annual budget of $537,000•Trained and coordinated policies to five contract call centers, providing a higher level of customer service due to standardization resulting in 40% fewer customer call-backs; trained and provided support on billing system to 42 Time Warner Satellite local offices•Directly responsible for the supervision of 10; indirectly responsible for training and implementation of policies to over 650 agents at 5 contact call centers throughout the US. •Set forth and achieved the standardized policies and structure for all TWSS local offices; achieved the JD Powers Customer Service Award in 1997 and 1998 for superior customer service•Assured compliance of all FCC and NCTA guidelines maintaining 90% range of calls answered within 30 seconds•Supervised 12 customer service representatives; responsible for HR issues; interviewing; hiring; counseling; layoffs, and terminations•Conducted weekly training meetings with customer service and technical departments; successful in the implementation of a management system to handle inbound traffic of a local cable company with a customer base of 36,000 customers; Show less

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  Ticketmaster

  Oct 1999 - Feb 2009

  Sales Floor Manager

  •Manage a team of 160 sales agents and 10 sales supervisors, responsible for selling tickets for 9,000 clients in one of two Ticketmaster Contact Centers•Direct and support recruiting efforts by maintaining weekly staffing meetings with our human resources department, and other department heads to ensure staffing needs are met.•Ensure proper procedures are followed when agents need discipline and provide support when supervisors need assistance in making decisions on when to take corrective action up to and including terminating employees. Show less

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  American Cancer Society

  Aug 2011 - now

  I work remotely with over 30 events supporting volunteers across the country to raise funds for Relay For Life. Relay For Life is the American Cancer Society's number one volunteer driven fundraising event since 1985. I work to support hundreds of volunteers across the country and provide support to help them reach their goals in the fight against cancer. Together we raise over $750,000 each year.It is the vision of the American Cancer Society, myself, and all of our volunteers to end cancer as we know it for everyone. Our mission statement is to is to improve the lives of people with cancer and their families through advocacy, research, and patient support, to ensure everyone has an opportunity to prevent, detect, treat, and survive cancer. Show less •Provide direct support to state management team; effectively manage office operations within the state maintaining time sheets and PTO requests for administrative assistants; coordinate all maintenance of office equipment and facilities for all offices in the state; assist state management team with orientation and training of all new staff on office procedures, databases such as Lawson, EPRF, T & E, etc.•Ensure bank deposits, cash received in the office and other accounts payable paperwork are processed in accordance with ACS guidelines; oversee all mail; banking and income processes; ensure that all work requests submitted by field staff and management are completed in a timely and accurate manner; process and approve invoices through EPRF, process and approve orders through Society Mart, work through Concur to schedule travel for myself and other staff members as a travel arranger•Provide direct support to RFL Specialist and Managers attending Relay meetings / committee meetings assisting with accounting Show less

  • Senior Development Manager II

    Aug 2014 - now

  • Office Manager

    Aug 2011 - Aug 2014