Joyce A. Carney

33129 Fairport Drive

Avon Lake, OH 44012

Home Phone: (440) 930-2063

Cell Phone: (330) 356-0308

 

Work Experience

Summit Advantage

March 2014-Present  IT Specialist

                                  Cleaning and loading of client data for outbound calling

                                  Programming  scripts using Java Script and HTML for agent’s screens

                                  Creating client and in house reporting using Five9 reporting

                                  Five9 Administrator for creating and updating users, campaigns and lists

                                  Doing reconciliation files for clients

                                  Analyzing data for calling plans

Sterling Jewelers

May 2013-March 2014  Dialer Coordinator 

                                       Working with the call center management on dialing strategy

                                       Creating filters, profiles and schedules for calling

                                       Maintaining Agent Maintenance

                                       Creating campaigns       

                                       Monitoring and moving lines to specific groups

                                       Other various tasks in Noble Maestro

                                       Doing daily and ad hoc reporting for call center management

Axess Benefits

Aug 2012-Dec2012 Consultant

                                      Analyzing and creating reports

                                       Scrubbing data for calling lists

                                      Watching the virtual call center as needed

 

Power Direct; Cleveland, Ohio

2006-August 2012  Call Center Manager

                                      Managing a staff of 140 telephone sales representatives and 9

                                       section managers for a inbound/outbound call center

                                       Payroll of all staff

                                       Scheduling to forecast of all staff

                                       Doing various client and internal reporting using SQL, EXCEL

                                       Analyzing data for dialing strategies for 3 call centers

    Responsible for all Inbound & Outbound for DirecTV Account

    Monitoring and mentoring agents

                                       Training and mentoring of supervisors

                                       Daily client contact as to goals and expectations

                                       Lead monitoring sessions with clients

                                       Held monthly agent meetings and weekly supervisor meetings

 

InfoCision Management Corp.; Fairlawn, Ohio

2003-2006  Senior Inbound Command Center Supervisor

                                      Gathering client requirements for inbound calls

                                      Setting up routing, messaging  for inbound clients

                                      Working with the client and MCI for a resolution to the clients

                                      needs                                                   

                                      Statistical research and reporting on efficiency of routing and

                                      trends of inbound calls.

                                      Statistical research and reporting on staffing needs for client

                                      projections of inbound calls.

                                      Beta Testing of new and updated I3 software

                                      Creating internal ACD reports and analytical reports using

                                      various tools such as Crystal Reports, SQL, EXCEL(VBA)

                                      and ACCESS.

                                      Assessing, prioritizing and assigning workload

                                      Advise call centers on best dialer practices, staffing and skills

2001-2003Operations Analyst

Supervising data analysts in their  daily workload

Project Management-assessing project requirements and costs for clients

Assigning projects and conveying the requirements to data analysts.

Programming for projects using Crystal Reports and SQL

Doing employee reviews

1999-2001                     Data Analyst

                                      In charge of monitoring the stats processing during the day.

                                      Making sure all nightly stats are processed correctly

                                      In charge of training account staff on client memos

                                      Creating client memos

                                      Maintaining the archiving of daily databases

                                      Doing file analysis using Visual Fox Pro and SQL

                                      Creating reports using Crystal Reports and SQL procedures

MS Productions; Westlake, Ohio

1998- 1999              Data Entry Specialist

                                      In charge of the consumer database-maintaining records and

                                      updating records.  Cleaning up the consumer database

                                      Correcting  consumer database glitches in code and

                                      Relationships. Getting necessary reports by creating queries

                                              Creating a new exhibitor database

Kids-R-Us; Parma, Ohio

1996-1998                      Early Morning Lead

Openning the store and running the early morning team

To insure that the customer was serviced to their satisfaction. 

Running the service desk

                                    Processing incoming merchandise and display work

                                    Making sure all price changes are done completely and correctly. 

Toys-R-Us; North Olmsted, Ohio

1993 - 1995Human Resources Department Head

Processing incoming applications:  scoring tests, doing

reference checks and determining the right applicants for the

positions available.  Interviewing prospective employees. 

Orientation of new employees.  Training and retraining of

employees in all areas of the store.  Maintaining employee

files.  Doing employee reviews and counseling.  Being a liaison

between upper management and sales associates. 

Communicating all benefits information to the employees.

            Weekly, vacations and personal days scheduling.In charge of all

                                   store promotions.  

1991 - 1993Front End Department Head

1990 - 1991Floor Department Head

1986 - 1988Sales Associate

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Resume of Joyce A. Carney                        - 2 -

 

 

Education

Cuyahoga Community College-Western Campus

Associate degree in microcomputers with a 3.69 GPA. (Spring 2000)

Cleveland State University; Cleveland, Ohio

Completed two years towards a Biology degree.

Parma Senior High School; Parma, Ohio

Seminars and Awards

•          Infocision Working Smarter for 2005 first runner up- for developing an in-house workforce management tool

•          Infocision Working Smarter April 2005 Winner

•          Infocision Employee of the Month May 2004- for creating new reports for another department, saving them approximately 40 hours of work a week.

•          DirecTv inbound call center of the month (out of 15) for four consecutive months

•          Microsoft certified in Access (expert)

•          Microsoft certified in Excel (proficient)

•          I 3 User's Conference (2004, 2005)

•          Member of the Phi Theta Kappa Honor Society

•          Dean’s list for highest honors for all two years attended at CCC

•          Received employee of the month at Fazio's and at Hills for customer service.

•                      ·    Received a bonus from the national office at Hills for developing a training manual.     

•          ·    Received customer service awards at Hills, Toys-R-Us and Kids-R-Us.  

•          ·    Received a merit increase at Toys-R-Us for developing a training program.

•          ·    Attended a two day seminar while at Toys-R-Us for Effective Management Skills.

•          ·    Attended a two day seminar at Toys-R-Us for Human resources.  This included

•                            how to screen applicants, how to interview and the E.E.O. laws.

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•                      Courses Completed

•          Visual Basic

•          HTML

•          Access

•          Excel

•          Networking I

•          Financial Accounting

•          Systems Analysis and Design

•          Advanced Crystal Reports- Continuing Education from the University of Akron in conjunction with Infocision

•          Advanced SQL- Continuing Education from the University of Akron in conjunction with Infocision

 

 

References

Available upon request.

                    

 

 

 

 

 

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