Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. Skilled representative committed to addressing customer concerns with speed, accuracy and professionalism.
Highlights
Call center management experience
Strong problem solving ability
Troubleshooting skills
Telecommunications knowledge
High customer service standards
Dedicated to process improvement
Negotiation competency
Training manual contributor
Proficient in customer account software
Education
American School of BusinessShreveport, LAExpected in 2015 ā āAssociate of Arts:Computer Systems Specialist - GPA:
3.8 GPA
Outstanding Generosity and Leadership Achievement Award
Training in Call Center Technology
Coursework in Business Administration, Communications and Accounting
Top 90% of class
Microsoft Office Applications Certificate
ā
Mansfield High SchoolMansfield, LAExpected in 2002 ā āHigh School Diploma:General - GPA:
Top 90% of class.
TOPS Scholarship Academic Achievement Award
LA Tech UniversityRuston, LAExpected in ā ā:Accounting - GPA:
Accomplishments
Managed call flow with up to 100 calls in queue per minute.
Exceeded corporate target for customer satisfaction for 14 months in a row.
Promoted to Call Center Training Staff in 2015.
Delivered training modules to inter-departmental teams to ensure smooth adoption of new program.
Completed training on-time and above set goals.
Fielded and processed up to calls per day.
Named "Employee of the Month" in August 2015 in less than 6 months after training.
. Awarded āBlue Diamond Awardā for 100% customer satisfaction and 100% First Call Resolution.
Leadership
Served as key contributing member to Leadership team.
Trained 10-20 representatives at one time.
Oversaw 10-15 qualified representatives on production floor.
Mentored new hires while successfully exceeding goals for training representatives.
Motivated agents to increase sales while delivering excellent customer service.
Reduced turn-over rate of agents (hired to fired).
Consulted and monitored agents on the verge of quitting.
Identified weaknesses in call flow and developed new call flow for agents to follow.
Experience
Truelieve - Call Center Floor Support Brandon, FL, 02/2015 - Current
Served as mentor to junior team members.
Managed team of 10-20 professionals.
Surpassed revenue goals in four consecutive quarters.
Directed strategic initiatives to achieve 100% customer satisfaction.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Addressed customer service inquiries in a timely and accurate fashion.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Implemented changes to customer service program, resulting in 14% higher customer satisfaction ratings.
Trained staff on how to improve customer interactions.
Led a team of customer service representatives to increase service center profitability.
Properly directed inbound calls in phone queues to improve call flow.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
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