Experienced Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. Committed to addressing customer concerns with speed, accuracy and professionalism.
Worked with the FCC to resolve customer complaints.
Liaison between management and union.
Scheduling of 45 sign language interpreters to meet ASA.
Consistently met sales quotas and goals.
Supervised 40-50 customer service representatives with the Bell system.
•Provide feedback, analysis, and suggestions for call-center personnel decisions.
•Maintain accurate interpreter availability lists.
•Track requests for time off including vacation and personal leave request to ensure coverage.
•Assist in scheduling new hires for training with the VRS Center Manager/Trainer.
•Monitor schedule changes and new trainee schedules, and brief and provide documentation to VRS Center Director and Manager/Trainer regarding same..
•Complete all HR administrative tasks including employee relations, new hire orientation paperwork and special projects.
•Analyze center operational stats – track and accurately measure individual interpreter and center productivity, and prepare presentations and present to management teams regarding same.
•Verify payroll and correct discrepancies
Met and exceeded all relevant goals
Analyzed performance of 18-32 service representatives
Managed customer problem resolution
Modeled and communicated QWEST vision and culture
Oversaw personnel issues including disciplinary actions
Represented QWEST in small claims court
Facilitated cooperation and enthusiasm
Developed force contingency plans
Prioritized and distributed work
Acted as interface between line supervisors and network technicians to make sure commitments and deadlines were met
On the spot decision making concerning overtime while trying to balance budget and customer satisfaction at the same time
Determined force to load requirements
Managed two locations of teller operations (retail) in Sun City, Arizona and Glendale, Arizona
Coordinated training including EEO and Diversity
Conducted audits, performance evaluations, and maintained and administered security measures for two public office
Oversaw personnel matters including disciplinary action and scheduling
Represented Qwest and served as community advocate at town meetings and Chamber of Commerce activities
Met and exceeded all sales goals
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