1. SHELLEY CARTER
20 Brunswick Avenue, Lambertville, NJ 08530 Home: (267)-213-2531 - shllycarter@gmail.com
OBJECTIVE
A senior position in the Business Industry with a focus on Operational Management, Team Leadership, and
Process Improvements.
STRENGTHS
 More than 10 years management experience in organizational leadership and relationship building with
clients and team members.
 A dynamic team leader; able to bring energy, enthusiasm, and motivation to team members to achieve
potential and meet objectives.
 A highly organized manager and coach; able to quickly assess needs and provide tools to resolve
difficulties, enhance learning, and improve performance.
PROFESSIONAL EXPERIENCE
2010-pres. Corporate Call Center, Blue Bell PA
Strategic Business Unit Manager
 Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
 Setting call center and customer service targets.
 Coaching, and motivating people at pace.
 Randomly monitoring calls to ensure that standards are high.
 Managing information and statistics.
 Managing staff bonus, reward and incentive schemes.
 Ensuring that all staff are kept informed of new working practices and technological changes.
 Monitoring absenteeism and overtime.
 Managing a large team of staff from diverse backgrounds.
 Writing up correspondence that is to be sent to customers.
 Attending weekly meeting to review progress and any problems.
 Giving center staff feedback on their performance.
2009-2009 First Senior Financial Group
Payroll/Customer Service
 Worked as part of the Finance Team processing payroll and scheduling.
 Maintained accurate employee records to manage sick time and days off.
 Complete year end budgets. Entered new employee data into PeopleSoft and QuickBooks.
 Scheduled appointments for Field Agents
 Planned and hosted Sales Events for VP

2. 2008-2009 General Econopak Inc.
Customer Service
 Sent out sample requests to potential clients.
 Responsible for inventory and stock in sample room area.
 Intake of orders on multi-line phone system.
 Responded to customer inquiries and requests and resolved issues efficiently and professionally.
 Exercised strong interpersonal communication skills with customers and department personnel.
 Accepted assignments with an open, cooperative, positive and team-oriented attitude.
2007-2008 Adelphia Insurance
Administrative Assistant
 Handled incoming calls and customer requests. Responsible for scheduling meetings.
 Composed and distributed inter-departmental memorandums (e-mail, voice and documentary) ensuring
timely delivery and receipt of important information while at the time maintaining confidentiality.
 Established and maintained systems for all incoming and outgoing correspondence.
 Sorted, organized and assigned mail distribution for all employees.
 Created a Customer Care Program to ensure customer satisfaction.
2001-2006 Toll Brothers Inc.,
Administrative Assistant/Labor and Logistics Coordinator
 Executive Assistant to the Assistant Plant Manager.
 Processed payroll, data entry, ordered supplies for drivers.
 Handled accounts payable, and maintain all files for drivers and Bill of Lading payments.
 Primary point of contact for all driver related issues, i.e. holiday pay, days off, write ups.
 Built Excel inventory spreadsheet that company now uses world-wide.
 Implemented a bonus program for drivers who had no loss incidents.
1998-2001 Vector Security
Administrative Assistant/Customer Service Representative
 Responsible for answering phones and maintaining phone records for all staff members.
 Filing, making copies for accounts payable.
 Detecting billing errors for our Central Station.
 Filing, faxing, data entry.
1989-1998 American Medical Response
Administrative Assistant/Transportation Coordinator
 Responsible for scheduling doctor’s appointments for all nursing home residents.
 Maintained patient files, and coordinated driver’s schedules.

3.  Certified in Emergency Medicine.
Education
South Hunterdon Regional High School
Trenton State College
Mercer County Community College
Accident and Health Licensed Agent/ Pennsylvania, Indiana, New York, Arizonia
Software Skills
Typing 60 WPM, Microsoft Windows (Windows Office, Outlook, Excel, Power Point, Lotus 123, People Soft,
Basic Web Design, Internet and Internet Systems) Timeforce, CMS Systems