JUSTIN D. DUKE 103 Pecan Cove New Albany, MS 38652 Mobile: (662) 668-0161 Email: justinduke51@yahoo.com EDUCATIONAL BACKGROUND Coursework in Business Administration, 2005-2007 Itawamba Community College Coursework in Business Administration, 2007-2009 Delta State University PROFESSIONAL EXPERIENCE Quality Inspector 2005-2007 Worthington Cylinders New Albany, MS • Utilized RF scan gun to pick process parts orders • Inspected helium tank gauges for quality and accuracy • Researched and analyzed nonconforming gauges root cause • Packed orders to be distributed • Transported packaged goods throughout warehouse operating an electric pallet jack • Generated a daily activity log of gauges processed Courier 2009-2014 Gault Office Supply New Albany, MS • Verified packed merchandise against written orders for quality and accuracy • Sorted, scanned, and consolidated requested items to compile requested customer orders • Delivered requested items to commercial vendors and assigned business locations • Loaded and unloaded inbound and outbound shipments • Maintained a daily trip log Supervisor/Trainer 2016-2022 iQor Tupelo, Ms • Hired, trained, and prepared call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. • Ensured agents understood and complied with all call center objectives, performance standards, and policies. • Monitored and evaluated agent performance, provided learning or coaching opportunities, and took corrective action, when necessary. • Identified creative ways to reduce cost by streamlining processes and systems • Drove continuous improvement through trend reporting analysis and metrics management • Offered new ideas and suggestions for improvement. • Identified and implemented new practices and processes that were “best in field". •  Demonstrated a commitment to customer service; anticipated, met and exceeded expectations by solving problems quickly and effectively; made customer issues a priority. •  Conferred with reporting manager on complex or unusual situations. •  Exchanged knowledge and information with other facilities to ensure best practices are shared throughout the organization. • Ensured 100% adherence to all company policies and procedures •  Maintained discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to the company or customer specific. •  Interpreted a variety of instructions furnished in written, oral, diagram or schedule form. •  Understood and embraced the business and call center operations strategic direction. • Performed other duties as assigned. References available upon request