Seeking a position in a challenging work environment with great potential for advancement. Customer Service Manager committed to delivering success through effective personnel and workflow management.
Managed call flow with up to 20 calls in queue per min. In addition, assisted the call centers customer satisfaction rating to exceed the corporate target for 12 months in a row.
Created a new quality monitoring form for the call center that focused on the new direction of the business and the company's overall customer satisfaction ratings.
Implemented a week long celebration focused on customer service and the employee. The week long event called "Customer Service Week" which builds morale across all departments.
Directly Manage the daily activities of the inbound call center and customer service representative. Responsible for overseeing and ensuring the delivery of exceptional, high level customer service to new and existing customers while providing continued coaching, motivation, and training to the call center representative. Monitor and track call center effectiveness, trends, identify process improvement opportunities, and recommend solutions. Ensure that the organizations core values are continually reinforced and job requirements are met to maintain the proper growth and development of the customer service representative. Identified opportunities to further assist the customer through cross selling additional services the HVAC industry offers. Maintain a effective relationship with upper management to ensure appropriate changes are made and communicated effectively to improve customer satisfaction. Complete performance appraisals and conduct interviewing of potential employees.
Managed a staff of 15-17 Virtual and on site account servicing representatives in the credit counseling industry. Analyzed the performance of the account service representative, coached and developed towards the goals of the organization. Developed and implemented new organizational procedures. Monitored productivity, adherence to schedules, phone coverage, and quality of work. Handled escalated calls with a positive solution. Identified opportunities to further assist the customer through cross selling additional services the credit counseling industry offered. Updated and maintained the clients' Interface with other departments to ensure that updated information and procedural changes were communicated effectively. Completed performance appraisals, conducted interviewing and hiring practices.
Managed a staff of 15-25 customer service representatives overseeing various servicing and sales accounts. Analyzed the performance of the customer service representative, coached and developed towards the goals of the organization. Provided continued performance management through coaching, one on one feedback sessions, training, and positive reinforcement geared towards improving morale and performance. Handled escalated calls with a positive solution. Updated and maintained the clients' Interface with other departments to ensure that updated information and procedural changes were communicated effectively. Completed performance appraisals and conducted interviewing.
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