Over 15 years professional experience with hiring, training, coaching, and development processes of a Call Center. Hands-on Customer Service Manager, effective in motivating others to reach their optimum potential. Focused and dedicated professional experienced in working in a fast-paced environment that requires strong motivational, organizational, technical and interpersonal skills. Management, Performance Management, Harvard Career Management, Personal Accountability, Business Writing, Root Cause Analysis, Lead Specialist Development, Growing Customer Relations, Nine Laws to Lead By, Learning and Applying the Four Leadership Styles, How to be Successful in Your Career, Goal Setting, Leading and Motivating, Effective Communication, Service Excellence, Time Management, Budgeting, Power of Nice, Being a Mentor, Communicating to Manage Performance and Increasing Personal Effectiveness. CRITICAL SKILLS Experience in understanding of business fundamentals; practical experience in a number of human resources-related issues, and an understanding of quantitative business-based analysis and metrics. Evaluate sources of information in order to determine any limitations in terms of reliability or usability. Has excellent presentation, oral, written, and interpersonal communications skills to effectively interact and negotiate with internal/external customers and all levels of management; always remain profession. Ability to perform data heavy analysis to draw conclusions, support recommendations and/or test hypotheses. Client account management communication Conflict resolution Critical thinking Negotiation Microsoft Outlook, Word and Excel Time management HIPAA compliance Quality assurance
Microsoft Word 97 and 2010, Excel, Access, PowerPoint, Work desk, Business Objects, MS Windows 98, XP, MS Windows 2000, and SharePoint
08/2002 to Current
Account Relations ExecutiveAflac
Provide client support for servicing to customer via Internet, phone, document, etc.; communicate with customers orally; compose and/or generates letters to request information or confirm action taken; communicates customer needs and complaints to management to provide information for improvement of training and overall service levels; review data for accuracy and completeness; enters data while maintaining established service/productivity levels and meeting quality guidelines; communicate accurate information about guidelines and regulations to participants, associates, accounts, and others within worldwide headquarters.
Accurately processes Point of Call transactions; Updates and maintains account profiles, to include servicing policyholders with procedures and guidelines of the company.
Provides on-going client support for servicing needs; facilitates resolution to ongoing service issues; works as a liaison between other business units to ensure that the client issues are met.
Compose and/or generate letters to request information or confirm action taken; is responsive and timely with correspondence and problem resolution, and displays a caring attitude; coordinates with other departments/divisions as necessary to ensure customer satisfaction with Aflac Group's services and products.
Communicate customer needs and complaints to management and resolves issues with the assistance of other departments; Assist policyholders and associates with complex policy or account inquiries; Maintains a well-developed knowledge base, and takes responsibility for keeping up-to-date with the assigned products and services offered Maintain a position of trust and responsibility by keeping all customer information confidential.
02/1998 to 09/2001
Assistant ManagerBellsouth Mobility AT&T
Improved the product development process by incorporating new procedures and guidelines.
Prepared program operating budgets, budgets reports and other financial performance reports.
Drove the short-term and advanced promotional planning processes.
Analyzed key aspects of business to evaluate the factors driving results and summarized results into presentations.
Develop methods to establish and clarify key pointers for excellent customer service behaviors.
Trained peers and management team on internal system supports and implementation plans.
Built client relationships by acting as the liaison between the customer service and sales teams.
Managed wide variety of customer and administrative tasks to resolve customer issues quickly and efficiently.
Built long-tem relationships with the internal/external customers.
Development and implementation of approved plans to support the achievement of Department goals and objectives; develops appropriate measures or standards for performance and uses these to monitor, evaluate, and continuously improve the progress and results of projects and services; ensures the timely and accurate dissemination of information, incentives, rewards, and/or recognition.
Assist with coaching staff; provides consistent and constructive feedback; trains, develops, or identifies employees' training and resource needs; maintains employee personnel records; establishes priorities; schedules daily work assignments, and monitors the quality and quantity of work performed; recommends promotions and terminations and processes other personnel transactions.
01/1997 to 02/1998
Customer Service RepresentativeBellsouth Telecommunications AT&T
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints, empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, research and resolved customer issues.
Referred unresolved customer grievances to designated departments for further investigation.
Prepared reports and communication for senior management and clients.
Associate Degree: Electronic Diagnostics (Automotive)Trenholm State Technical College － Montgomery, ALElectronic Diagnostics (Automotive)
DiplomaCarver High School － Montgomery, AL
Lead Specialist Development Certificate
Bellsouth Mobility (AT&T)
administrative, budgets, Business Objects, clarify, coaching, client, clients, customer satisfaction, excellent customer service, customer service, client support, driving, senior management, financial, letters, Access, Excel, PowerPoint, SharePoint, MS Windows 2000, MS Windows 98, Microsoft Word 97, works, monitors, personnel, presentations, problem resolution, processes, product development, progress, quality, research, sales, phone