Director or Contact Center or Sales

Dear Hiring Manager: Greetings! As you will find from the attached resume I have extensive, relevant experience in sales, leadership, and contact center operations. As a leader of leaders in my current role I have been able to hone the skills that would make me a successful and productive leader for your company. A few relevant highligh ts include: * I am responsible for many strategic initiatives for the Disney Cruise Line con tact center, including launching a new sales model for direct consumer business, incorporating "work at home" agents into the staffing strategy, and driving new technology such as the introduction of "screen pop" through CTI and the upcomin g launch of a performance dashboard. * I have saved the operation hundreds of thousands of labor dollars through effo rts that reduced unproductive time while adjusting our staffing to incorporate a mix of part time, work at home split shifts, and full time cast members. * I have a passion for effective collaboration and communication, both written a nd verbal, and have given presentations to hundreds of front line cast as well a s top level executives for Disney Cruise Line and Walt Disney World. * I have received the highest rating possible for the last 10 years with the Com pany, and I am a recipient of the prestigious "Partner's In Excellence" award. These awards and ratings are a direct result of my strong work ethic, my commitm ent to personal and professional excellence, and my excellent written and oral c ommunication skills. If you have questions, or if you wish to schedule an interview, please contact m e at 407-276-4467, or email me at [email protected]. I look forward to meet ing you to further discuss employment opportunities! Sincerely, Michelle M. Baker * Objective To continue professional growth through increased utilization of current attribu tes, while furthering my development under experienced leadership. Effectively contribute to the success of a proven company through a strong work ethic, prove n leadership skills, and a passion for excellence. Summary of Qualifications * Passion for Contact Center operations and 21 years of Industry experience. * 14 years of development as a leader within the Disney organization. * 8 years as a senior leader for a multi-channel contact center. * Established aptitude for finding efficiencies within an operation. * Demonstrated ability to develop and project manage strategic initiatives. * Passion for developing cast and front line leaders. * Proven ability to make tough decisions in crisis situations. * Strong Time Management skills and demonstrated ability to prioritize tasks. * Proven ability to communicate effectively with cast at all levels of the organ ization, up to and including the executive level. Functional summary of work history 1996 - Present Disney Cruise Line Celebration, Florida Senior Reservations Operations Manager * Responsibilities include: * Supervision and development of a 200 seat multi-channel contact center, includ ing a team of salaried Operations Managers, all front line Sales Agents, Email C oordinators, Group Agents, and specialists on the Web Resolution Team.

* Manage day-to-day operations and ensure that each department is meeting or exc eeding service level goals while effectively managing labor hours. * Monitor and analyze call and booking trends to ensure we are meeting goals for call handling, conversion, and other established departmental KPI's. * Develop strategic initiatives for the Contact Center and lead the subsequent i mplementation. Recent highlights include: * Development of a Work At Home team, enabling former brick and mortar sales age nts to work remotely on split shifts. We are now expanding this effort and deve loping future staffing forecasts around the efficiencies gleaned. * Creation of a Vacation Services sales team, developed around the traditional c ruise industry PVP model. This pilot team now outsells their peers in Reservati ons by a wide margin. * Designed a performance and recognition program that rewards consistent and pea k performance while identifying gaps in agent skills that can be developed. * Currently on the project team to introduce screen pop through a CTI applicatio n. * Partnering with peers and direct reports to work towards continuous improvemen t within the operation, striving for efficiencies and leading change * Leading hiring efforts within the Contact Center, while maintaining low attrit ion. * Partnering with the Human Resources Manager on all Cast issues and concerns, w hile acting as the liaison for the Cast in performance management situations. * DCL Career (1996 to present): Promoted from Disney Cruise Line Individual Rese rvations to the Disney Cruise Line Group Department in November, 1996; Transitio ned to a Cross Utilization in the Training department in July, 1997; Promoted to the role of Reservations Operations Manager of Training in September, 1997; Pro moted to the role of Reservations Operations Manager of Reservation Services in 2000; Promoted to my current position in 2003. 1991 - 1996 Financial Programs, Inc. Altamonte Springs, Florida Supervisor of Quality Control and Member Relations * Coaching and development of the Member Relations and Quality Control teams. * Coordinated schedules to ensure adequate phone coverage. * Processed and documented investigations and "Quality Assurance" requests. * Designed the very first training program for new hires. * (92-93) Assistant Sales Manager on FPI travel team. Responsible for coordinat ing lecture site set up and sales in locations throughout the country. 1989 - 1991 Walt Disney World Lake Buena Vista, FL. Hostess: Disney's Caribbean Beach Resort Guest Services Responsibilities included coordinating dinner show and theme park tickets for re sort guests, handling cash and credit transactions, and resolving guest concerns . Recognition and Awards

* Received the prestigious Partners in Excellence award in 2004. * Selected as inaugural DCL Circles of Excellence team member. * Rated "Leading the Way" for 10 successive years, the highest rating possible. * Named the Volunteer Coordinator for all Disney Dream Inaugural events. Education and Software Skills

* Jacksonville University, Jacksonville, FL. - Studied Business/Computer Science

. * Rochester Institute of Technology - Studied Management/Telecomm. * Proficient in Microsoft Office applications, including Word, Excel, Power Poin t, Visio, and Outlook. Also proficient in contact center technologies, includin g, but not limited to, Avaya Centre Vu and ACD/IVR systems, Aspect e-workforce m gmt, Autonomy call recording and quality monitoring, and Qfiniti analytics.