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550 South Dupont Highway

Apartment 6A
New Castle, DE 19720
Phone 301 395-3440
st6df468@westpost.net
Stace Tisdol
Core Skills Extensive call center management experience for Fortune 20 Company.
Possess strong team leadership, motivational, and coaching skills. Technically a
stute with 14 years experience in Broadband systems technology. Maintain a cons
ultative coaching style and extensive interviewing and hiring experience. Establ
ish performance goals to meet efficiency levels, sales targets, and quality assu
rance standards.
Employment 2006 to Present Verizon Baltimore, Md/Philadelphi
a, PA
Fios/Retention Consumer Sales & Service Call Center Manager
Direct call center operations as a liaison between clients, supervisors, and ca
ll center employees.
Administer performance management by diagnosing improvement opportunities, prov
iding effective feedback, coaching, training, professional development, and corr
ective action plans.
Perform quality checks, develop and review performance reports, identify areas
to improve, and implement measures to improve performance levels and meet object
ives.
Conduct group training sessions on telecommunication and Broadband products and
services.
Develop sales techniques of each customer service representative to drive reven
ue growth.
Coordinate the interviewing, hiring and training of over 100 customer service r
epresentatives.
Monitor interaction between staff and callers to ensure quality assurance stand
ards.
Review call center statistics to measure staff performance and the need for imp
rovement
Completed 2007 as the #1 Business Call Center Manager exceeding 145% of sales o
bjective
Ranked # 2 Call Center Manager in Mid-Atlantic Region for 2009 exceeding 105% o
f sales objective
Coached and developed Team Leaders who ranked #1, #2, #3 and #4 in Mid-Atlantic
Region for 2009
Responsible for managing budgets for sales and attendance, consistently under r
an budget allotment.
2001 to Present Verizon Beltsville, Maryland
Consumer Sales & Service Supervisor
Managed and led a team of 25 or more direct reports towards the achievement of
business office sales and service objectives. Building a team that effectively
supports client programs, products and services.
Leading workflow distribution and floor management to ensure service levels are
satisfied.
Hiring, training/developing, motivating, coaching, evaluating and retaining qua
lified staff.
Maintaining service, talk/wrap time, data, and both client and consumer satisfa
ction levels.
Initiated innovative sales strategy resulting in 127% sales
Ranked #1 Team leader 2005 in South West Region.
Created and facilitated PIE workshop at NAPV for 1st National Convention at Smi
thsonian museum.
Successfully completed 2001, 2002 and 2003 year with highest % of consultants m
eeting unadjusted quota.
Ranked as number 2 team leader in NJ District for 2001 sales year, # 3 team lea
der in VA District for 2002 sales year and # 4 team leader in MD District for 20
03 sales year
Developed employees in Broadband sales strategies resulting in 150% attainment
of corporate sales objective.
Negioated with Unions to achieve Win-Win results
1996 to 2001 Verizon Teaneck, New Jersey
Consumer Sales and Service Consultant
Recognized as the top ranking CSSC consultant for Verizon for fiscal year 2000.
Successfully completed 1997, 1998, 1999 & 2000 in the top 10% of sales performe
rs in the NJ region.
Facilitated Customer Service, Sales and Career Advancement Workshops.
Authored methods and procedures for regionally distributed DSL job aide
References Victoria.L.Boston@Verizon.Com, 301-704-6060 Director, Verizon
Charles.E.Casteel@Verizon.Com, 301-509-4056 Sr. Consultant, Verizon
Additional References furnished upon request
Professional memberships Consortium Information and Telecommunications Executive
s (CITE)
DRUM, NAPV, Maryland Business Roundtable for Education
Awards received 2009 VP Award, 2006 Platinum Club honoree, 1996 2002 Diamond Cl
ub Honoree, 1996, 2001 Masters Club Honoree, 2001 Recipient of Vice Presidents A
ward, 2001 Recipient of Directors Award, 2003 Productivity Award, Perfect Attend
ance 2000, 2001, 2002 and 2003.
Education Notre Dame Executive Certification of Leadership