DANIEL ALAN STEVENSPO Box 418 Daingerfield, TX 75638 | Mobile: 903-563-2215 Home: 903-884-7000 | danielalanstevens@gmail.com

SUMMARY

I’m currently the floor leader at my current site and I handle the workforce management there which primarily involves schedule modifications, adherence, and other administrative duties related to managing over 200 agents. In the past, I’ve also managed both my site and a work at home project as well.

COMPUTER SKILLS

Software

· Proficient in Microsoft Office

· I use Microsoft Excel on a daily basis

· I manage schedules through IEX

· Avaya CMS Supervisor

EXPERIENCE

9/2012-Present Floor Leader/Associate Intraday, Convergys Corporation

· I perform schedule modifications, manage real time schedule adherence, manage team lists, training schedules, team leader schedules, and call routing and skilling of agents.

· I also interact with our command center on a regular basis attending bridge calls regarding performance, systems issues, staffing, and scheduling

10/2011-05/2012 Web/Customer Support, Rosewood Partners, LLC

· Conducted inbound and outbound sales calls

· Was assigned as a key holder with various related functions

07/2008-10/2011 Customer Service and Sales Rep II, Convergys Corporation

· Provided customer service and sales to customes of AT&T

· During my tenure there, I was also assigned the roles of First Call Responder and Sales Mentor

· My duties as an FCR included answering agents’ questions and handling escalated calls

· During my time as a Sales Mentor, I was focused on improving sales and meeting goals for my team

10/2001-07/2008 Coach/Team Manager, Sitel

· I conducted weekly quality monitoring, coaching agents through a weekly review process

· Managed Service Levels

· Interacted with the client through phone calls, bridge calls, and emails

· Conducted up-training of agents

· Managed agents’ attendance through Kronos

· Created Skill Knowledge Enhancement Plans to help agents progress and improve their skills

· Assisted human resources with conducting interviews of prospective applicants

· Held team meetings

· Attended manager meetings

· Approve credits as appropriate that were above employee credit limits

· Send schedule exceptions to the command center as needed

· Approved time off requests, vacation time, downtime, and overtime

· Provide client feedback for coaching purposes

· Update lists and trackers for the client’s auditing purposes

· Provide additional support to agents by answering questions and taking escalated calls

· Handle employee conduct issues

· Provided motivational materials to employees

EDUCATION

2006 Bachelor of Arts in Psychology, University of Texas at Tyler

2000 Associate of Science in Theatre, Northeast Texas Community College

VOLUNTEER WORK AND ACHIEVEMENTS

Received the Horizon Community Service Award from Northeast Texas Community College

In the past, I’ve assisted with Habitat for Humanity

I’m currently a volunteer firefighter with the Hughes Springs Volunteer Fire Department

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