Cindy L Stephenson

5520 56th St #1002, Lubbock, Texas 79414

Kellein35@aol.com
Tel: 806-786-4349

Personal Statement
I am a very dedicated person who strives for success in everything I do. I have
extensive experience in Customer Service and in Retail sales. I work extremely
well with others and on my own and enjoy working in a team atmosphere. I am
seeking a position with an employer that will allow me to grow with the business
and succeed with the business as well.

Work Experience
Business Manager (Jul 2008 - Present)
Dillard's, Lubbock, TX

Responsible for general managerial duties

Improved departmental rankings from 24th to 4th district wide.
Won several sales contest, all for highest % Inc
Scheduling, merchandising, visual displays, Shrinkage maintenance, training of
new lines, markdown budgeting.
Made personal sales quotas for 15 months straight.
Performance management, coaching and development of employees.
Strong leadership and interpersonal skills.
Surpassed department sales goals consistently.
Over 15 years POS experience.
Achieved over $125,000 in personal yearly sales with the procurement of over
390 personal clients.

Team Lead (Mar 2007 - Jul 2008)

Directv, Lubbock, TX

Responsible for setting up new account, credit checks, and setting up shipping
and installation on new direct TV equipment, scheduling appointment times.
Quality assurance for new representative insuring the use of call protocols.
Winner of 4 selling contests. Most accounts in an 8 hr day.

Team Manager (Feb 2000 - Jun 2006)

AT&T Wireless, Lubbock, TX

Assisted with the scheduling, Force Management, Human Resources,

Attendance, Quality control, Payroll, and customer credit management.
Implemented strategies to increase service conversion rate while developing
initiatives to implement a service focused team within Customer Service.
Improved team performance in all areas including customer satisfaction and
quality assurance matrices averaging 92% retention ratio.
Improved team rankings from 40th to 24th out of 115 center wide teams in a
3 week time frame, which were calculated from all areas of call center
operations, including: Average Handle Time, ~Adherence, ~not ready and Hold
times, Quality Assurance Scores.
Assisted team members in their personal and employment growth goals by
delivering positive feedback with specific, measurable, and observable goals with
time lines for successful achievability.
. Performed PIP’s and PDP’s which were updated bi-weekly for growth goals and
focus on the 5 w’s.

Education
Bachelor of Business (Sep, 2002 - Jan, 2005)
Administration - Wayland Baptist
University, Lubbock, TX
GPA: 2.86 Bachelor of Business Science Degree: Business Administration
Specialization in Computers

Masters Program - University of (Jun, 2010 - Present)

Phoenix, Phoenix, AZ
I am working towards a Masters Degree with the University of Phoenix Online.

Skills
Developed staffing strategies and implemented staffing plans. Ability to plan
effectively for further growth ~ Strong analytical skills ~Proven performance
management, coaching and counseling skills ~ Demonstrated excellent
interpersonal skills which instills a teamwork philosophy ~ Extensive knowledge
of Excel, Word and Microsoft Outlook ~ ability to work independently and as a
member of a team.

Achievements
General Lines, Life and Health, Texas Certified Fitter, Wacoal, USA