JAMIESON E. CLAY C: 708-284-6927 15965 Marion Dr. ~ South Holland, IL 60473 jc13cc536@westpost.

net Associate Director ~ Call Center Manager Creative, consistently successful leader who delivers strong and sustainable gai ns in performance, productivity, and profits. Demonstrate high levels of initiat ive and problem-solving abilities in all phases of sales and customer service op erations. Expertise in developing performance programs, cutting costs, and maint aining customer satisfaction. Proven ability to coordinate effective development strategies, create and inspire positive relationships, and meet and exceed sale s goals. Persuasive communicator and resourceful manager with strong business ac umen. X X X X X X X X X X Sales Growth Cost Control Customer Satisfaction Process Improvement X Performance Management Program Development Strategic Planning Training & Development X Margin Improvement Labor Management Problem Resolution Team Building & Facilitation

PROFESSIONAL EXPERIENCE CALL CENTER MANAGER 2005V2011 Comcast Cable V Tinley Park, IL Specifically hired to drive customer service, sales, and productivity for larges t cable company in United States, generating approximately $22B in revenue annua lly. Managed call center operations through statistical analysis of activity. C oordinated implementation of new products and services and trained and developed CAEs, leads, and supervisors. Established strong relationships within departmen ts, identified business opportunities, and enforced strategy and process changes throughout organization. Designed short and long term business plans to exceed companys sales goals and operational objective. Oversaw 8 supervisors and up to 120 frontline customer service and sales representatives. Analyzed and evaluated performance, recommending improvements to departments and management. * Increased Self Install Kit (SIK) sales by 500% in 4 months and lowered expense s by $.5M in first year through implementation of sales strategy. * Successfully launched 1st work-at-home program for Chicago Region, controlling expenses, driving results, and improving customer and employee experience. * Worked in cooperation with professional staff to develop automated performance management program, ensuring fairness and increasing productivity by 20%. * Served as team lead for sales operations, producing more than $3.5M in transit ional sales per year. * Created coaching strategy and online coaching log CEFAR. * Increased percentage of representatives making SCA by 40%, saving company more than $91K. * Designed and maintained business continuity/disaster recovery plan. * Earned outstanding reputation for serving all customers with high levels of re spect, trust, and integrity.

ASSOCIATE DIRECTOR/CHIEF OF STAFF 1999V2005 SENIOR CALL CENTER MANAGER AT&T Communication V Chicago, IL Promoted to Associate Director based on strong performance in process improvemen t and customer service. Planned, managed, and provided leadership for largest US telecommunication company, generating $56B in revenue annually. Collaborated wi th general managers and staff to develop and maintain sales plan for Vice Presid ent and served as lead manager to resolve union concerns and grievances. Analyze d performance trends by center, queue, and region, recommending suggestions to i mprove performance. Directly supervised 10 employees, implemented organizational changes, and improved customer experiences. Highlighted opportunities and offer ed solutions to VP and GMs to improve market growth. Managed implementation of r egional marketing campaigns and vendor promotions and recommended solutions to m eet and exceed individual, team, and center sales objectives. * Developed and implemented new call flow, increasing Think Customer First custo mer satisfaction rating by 8% in just over 3 months. * Increased revenue by 10% through creation and implementation of Sales Offering Strategy (SOS). * Designed and managed repeat call queue, decreasing repeat calls by 33%. * Oversaw integration of Cingular Wireless into AT&T call centers to improve ord ering and sales processes. * Successfully trained managers to ensure center achieved maximum profitability and effectiveness through improved attendance of 750 customer service representa tives. * Created and monitored business continuity and disaster recovery plan. DOMESTIC SALES MANAGER 1993V1999 Techno, Inc. V Chicago, IL Oversaw sales operations for wholesale and retail computer supplier generating $ 50M in revenue annually. Opened new account for company in US, generated leads, and capitalized on sales opportunities. * Increased US business sales from $20M to $25M in one year. * Reduced shipping costs by 7% and expanded profit margins by 20%. * Enforced new inventory control process, saving company more than $30K.

MILITARY EXPERIENCE E-5 Sergeant, Illinois Army National Guard (9 years) * Improved enlisted retention by 32%. * Received First Sergeant ranking for outstanding performance in 1997.

EDUCATION & CREDENTIALS Completed Coursework in Business Columbia College V Chicago, IL Manager Director Training Certificate Comcast University V Chicago, IL Relevant Coursework: Customer Service Leadership Experience, Customer Relations Management, Operation Management, Motivating Workforce, 4 Disciplines of Executi

on, Managing Inclusion

TECHNICAL SKILLS Proficient in Microsoft Office, SharePoint, SAP, Cisco, Citrix, ACD, VPN

PROFESSIONAL ORGANIZATIONS & COMMUNITY ACTIVITIES Member, National Association for Multi-Ethnicity in Communications (NAMIC) Member, Women in Cable and Telecommunication (WICT) Member, Village of South Holland Emergency Service Disaster Agency (ESDA) Co-Chairman, Village of South Holland Economic Development Committee Director, Building Bridges Committee