LiveCareer-Resume

customer service manager resume example with 18+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary
Highly accomplished management professional with proven expertise in operations, service and support in the information, telecommunications and technology industries. An effective people manager with great ability to motivate people and teams to achieve performance goals and productivity metrics. An intuitive visionary adept at reengineering processes to comply with goals and policies while controlling costs, minimizing redundant work, reducing manual work, and increasing profitability. Demonstrated proficiency in: * Performance Management * Program and Policy Implementation * Customer Experience * Staffing and Hiring * Call Center Management * Process Improvement .
Highlights
  • Databases: SQL Server, Access, SAP CRM
  • Applications: Microsoft Word, Excel, PowerPoint Microsoft Project, Microsoft Visio.
Education
DeVry University North Brunswick, NJ Expected in April 2015 Bachelor of Science : Business Administration - GPA : Business Administration 3.72 Magna Cum Laude
, Expected in SEMINARS *Essentials for Managers Success *Communicating Like a Pro: Boosting Communication Skills *Dealing with Diverse, Different & Difficult People *Lean Six Sigma Yellow Belt : - GPA :
Accomplishments
Experience
Pro Mach Inc - Customer Service Manager
Raleigh, NC, 10/2015 - 03/2017
  • Vonage: Team Leader Developmental Training Project 2011 - Designed, planned and implementedStandard Operational Guide for Team Leaders, advising TL's on successful management of team, Coachingand Development methods, and assisting Supervisor with administrative functions.
  • Brought concepts andphilosophies in training to help TL's understand thought processes and patterns between agent andcustomer interactions in order to sustain consistency and control developmental outcomes from coachingsessions.
  • Institute a positive, empathetic, servant leadership approach to their coaching styles.
  • Vonage: Technical Support PD&I email Template Project 2010 - Technical Support ProcessDevelopment and improvement project where in depth analysis of all relevant call quality managementissues such as call completion, audio, no dial tone and general network diagram and diagnostics were needed to create email template for self-help subscribe users.
  • Gathered relevant CQM data from various resources.
  • Analyzed current process and procedures for troubleshooting.
  • Created visual Technical Workflow using Microsoft Visio.36 email templates created in Microsoft Word.
  • Categorized, wrote and analyzed technical data formation for sensibility, understandability and ease of use.
  • Validated, scrubbed and tested templates applicability with group of test agents on live calls and documented results.
  • Analyzed results for sustained gains and efficient utilization of resources.
  • Weekly progress report to Senior Manager of PD&I for authorization to publish templates.
  • Resulted in 15% increase in Customer Satisfaction and 11% increase of Issue Resolved by customers using self-help option and templates.
  • Received Circle of Excellence Award.
Vonage Holdings Corp - Technical Support / Customer Support Manager
City, STATE, 05/2006 - 01/2015
  • Extensive range of confirmed successes and a proven record of delivering optimal results in a fast paced, high-growth environment, through initiatives that exceeded operational targets and yielded measurable outcomes.
  • Provide leadership to 12-25 employees, supporting more than 2.5 million subscriber based customers worldwide in determining source of problems with customer premise equipment, Vonage or far end.
  • Assisted agents in research and resolve customer focused technical issues, analyzing SIP Class codes and SIP Proxy, XML data, Tier III ticket escalations, tracking lifecycle of case tickets with in a CRM system that involved product, features and users.
  • Coach and Develop agents using Push / Pull technique through behavioral coaching models and Closed Loop Process cycle.
  • Aid agents in their development by use of role play, shared best practices, S.M.A.R.T goal setting.
  • Train agents on technical call flow to control call quality and provide world class customer service.
  • Promote EQ: Lean and Transactional Analysis to foster self-awareness in client contact interaction.
  • Manage day to day administrative work, Agent binders, Monthly Matrix, Attendance and all relevant Key Performance indicators.
  • Manage development plans, and personnel documentation with Human Resources.
  • Proven track record for increasing quality assurance, Productivity KPI's, Customer satisfaction, issue resolution and communication survey scores through personalized coaching and peer review methods of development with focus on improved AHT and ACW standards.
  • Afocus on efficiency which lead to a 22.31% reduction in average handle time and 4% gain in schedule compliance.
  • Increased First Call Resolution by 10% by instituting agents to customer ownership model designed to reduce inbound customer contacts.
  • Managed agent's goals, input data month to month for Mid-year and Annual performance appraisals.
AT&T Wireless - NBS Onboarding Supervisor
City, STATE, 04/1998 - 05/2006
  • Managed new hire trainees in 4 week nesting area, call monitoring, real time coaching and where Subject Matter Experts were available to assist new hires with the customer experience regarding wireless networking, authentication, account restructuring, troubleshooting, general billing and call plans before moving them into full production status.
  • Prepared agents for taking calls assisting with managing time, Quality Assurance, Reliability and Schedule adherence.
  • Maintain agent's files for attendance, Performance improvement, Action plans and yearly evaluations.
  • Trained, coached and developed Subject Matter Experts in assisting new hire agents with inbound calls, managing all aspects of job related functions.
  • Provided one to one feedback on bi-weekly and monthly basis, assist Subject Matter Expert's and phone agents in maintaining good performance and productivity levels within the team.
  • Resolved customer issues involving billing, technical and general inquiries of products, services, customer accounts within the consumer and business sector.
  • Handled escalated customer concerns and issues promptly, while avoiding churn risk through the use of company policies and procedures.
  • Taught positive reinforcement techniques for positioning negative information in positive light, bringing successful closure to transactions that benefits both customer and AT&T Wireless (Cingular).
  • Assisted Sales staff, Business Care Manager's and Global Account Manager's with account and systems migrations, Customer Service Account changes and account restructuring on Siebel 7.5 platform as well as Care and Telegence application systems.
  • Research billing errors and assist in bringing sales orders to completion.
  • Resolved Tier 11 technical escalations through inter-departmental networking, coach Business care agents in resolving and de-escalating customer concerns and issues by thinking outside the box approach to their issues, educate reps in utilization of the tools at hand.
  • Encourage a "Can Do" attitude and use of Empowerment.
  • Prepared, updated and distributed agent files to their new supervisors upon going into production.
Skills
administrative, administrative functions, anesthesia, approach, audio, benchmarking, benefits, billing, bi, Coach, coaching, Communication Skills, counseling, CRM, client, clients, Customer Satisfaction, customer-service, Customer Service, Databases, documentation, email, XML, fast, features, focus, goal setting, human resource, Human Resources, leadership, Team Leader, logistics, managing, Access, Excel, PowerPoint, Microsoft Project, Microsoft Visio, Microsoft Word, network, networking, OS, order entry, peer review, performance appraisals, personnel, policies, positioning, designing processes, processes, progress, Proxy, purchasing, quality, quality assurance, real time, recruiting, Research, Sales, SAP, scheduling, SEMINARS, Siebel 7.5, Six Sigma, SQL Server, strategic plans, Supervisor, Technical Support, phone, troubleshooting, Workflow

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Resume Overview

School Attended

  • DeVry University

Job Titles Held:

  • Customer Service Manager
  • Technical Support / Customer Support Manager
  • NBS Onboarding Supervisor

Degrees

  • Bachelor of Science
  • SEMINARS *Essentials for Managers Success *Communicating Like a Pro: Boosting Communication Skills *Dealing with Diverse, Different & Difficult People *Lean Six Sigma Yellow Belt

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