LiveCareer-Resume

customer service manager resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

Profile Results driven professional with 20 years of experience in customer service, training, development and project management, including 16 years in management/training in high-volume operations. Skilled as an internal consultant in analyzing existing operations and implementing the strategies, processes and technologies to improve productivity and efficiency. Expert in facilitating change in a workforce to support organizational operations, financial and quality objectives. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Goal-oriented Customer Service Manager with [Number] years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.

Skills
  • Customer Relationship Management Software (CRM)
  • Personnel training and development
  • Inter-department collaboration
  • Budgeting and reporting
  • Staff education and training
  • Adherence to high customer service standards
  • Effective workflow management
  • Complaint resolution
  • Schedule Management
  • Staff Management
  • Process improvement specialist
  • Training and mentoring
  • Effective problem solver
  • Customer-focused
  • Team Building
Work History
Customer Service Manager, 01/2017 to Current
Lg ChemSan Jose, CA,
  • Marketplace Member of URAC Accreditation Committee working to maintain
  • RAC accreditation
  • Member of NCQA Accreditation Committee working to achieve
  • CQA accreditation
  • Manage and improve operational processes, policies and systems in support of the organization’s mission and to improve efficiency and quality
  • Contribute to long- and short-term organizational planning which includes planning for initiatives geared towards operational excellence
  • Maintain high levels of performance for customer service metrics including call answer rate, call quality, agent availability and adherence
  • Challenges and supports employees in their development and uses individuals’ capabilities and potential for the benefit of the team
  • Encourages professional expression of varied ideas and viewpoints and creates an environment where individual differences are valued and respected
  • Directs day-to-day activities of Call Center employees by ensuring schedule adherence, and optimum performance of up to 90 agents
  • Responsible for management and motivation of up to 90 direct reports in the Customer Service Call Center
  • Manager, Population Health Skillfully developed departmental goals, objectives, and standards of performance
  • Led the planning and achievement of goals and objectives consistent with Community’s mission and philosophy
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, and facilitating a proactive work environment
  • Understands the importance of training and implemented training programs including HEDIS and THSteps Methodology, Persuasive
  • Peaking, Understanding Our Members, and various other training programs
  • Implemented a monitoring program designed to improve call quality while being consistent with Community’s mission and values
  • Manage daily attendance to ensure compliance with the call center schedule and administer attendance corrective actions in a timely manner
  • Reduce teams Not Ready/Unproductive time to less than 5 percent
  • Conduct one on one coaching sessions to ensure understanding of goals and various policies/procedures
  • Implement new interview and hiring procedures resulting in the hiring better qualified candidates Recruited, hired, trained and coached an average of 3 new employees per year.
Patient Access Supervisor, 01/2012 to 01/2017
Children's National Medical CenterRockville, MD,
  • Monitor calls to ensure technical accuracy, compliance with company policies and coach employees to exceed company standards
  • Manage call distribution software to ensure even distribution of calls amongst representatives
  • Manage daily attendance to ensure compliance with the call center schedule and administer attendance corrective actions in a timely manner
  • Coach a team of new hires to a scheduling error rate of less than 2 percent
  • Reduce teams Not Ready/Unproductive time to less than 2 percent
  • Conduct one on one coaching sessions to ensure understanding of goals and various policies/procedures
  • Support the Support Services line by being available to answer questions and documenting all communications
  • Leader of the Motivational Committee which is responsible for providing team building and moral boosting activities for the entire
  • Atient Appointment Center through employee recognition, incentives and department wide events
  • Implement new interview and hiring procedures resulting in the hiring better qualified candidates Interview and hire qualified staff as needed
  • Patient Access Referral Center (PARC) Training Specialist Develop, implement and evaluate training modules, lesson plans and training outlines
  • Create, maintain and improve training materials and job aids as needed Report current trends and make recommendations for improvement through coaching and/or training
  • Develop new training courses associated with the introduction of new processes and procedures
  • Provide on-going coaching and refresher training to all call center personnel as needed.
Customer Service Supervisor, 01/2010 to 01/2012
Ips CorporationGardena, CA,
  • Manage and coordinate action plans for daily operations
  • Supervise and maintain the Inside Commercial Representatives /
  • Customer Service Representatives bi-lingual team cross-trained in all aspects of the waste industry including sales, billing, service, recycling and medical waste
  • Orchestrate the turnaround of sub-standard site performance, achieving or exceeding key measurement parameters resulting in being named the 2011 Southern Region call center of the year: Reduced abandon rate from 8% to 3% Increased commercial revenue by about 10% and roll –off revenue by about 15% Increased JD Power customer satisfaction survey results by about 12% Increased Quality program by 15% - average monitor score of 3.5/4.0 scale Manage call distribution software to ensure even distribution of calls amongst sales representatives and customer service representatives
  • Improve operating efficiencies by recommending needed software DocuSign Lync Conduct daily huddles and all call center training sessions including:, training Software upgrades Software integrations Monitor calls to ensure technical accuracy, compliance with company policies and coach employees to exceed company standards
  • Compile monthly and quarterly compensation reports
  • Analyze data and recognize current trends relating to sales, service, secret shoppers and JD Power reports Implement an employee recognition program resulting in improved employee morale
  • Investigate and resolve customer complaints, both internal and external, that require a higher level of expertise to ensure customer satisfaction
  • Manage daily attendance to ensure compliance with the call center schedule Compile and distribute weekly Management reports
  • Coordinate clients’ problem resolution with co-workers and supervisors
  • Demonstrate the ability to make quick and accurate decisions., Recruited, interviewed and hired talent that is capable of achieving high performance standards anticipated by the company
  • Inspired a team committed to company goals, management objectives and high-quality performance standards
  • Supervised and maintained bi-lingual team cross-trained in all aspects of the cable industry including sales, billing, repair and collections
  • Investigated and resolved customer complaints, both internal and external
  • Coordinated clients’ problem resolution with co-workers and supervisors
  • Demonstrated the ability to make quick and accurate decisions.
Regional Trainer/Customer Service Supervisor, Regional Trainer, 01/2000 to 01/2009
Time Warner CableCity, STATE,
  • Developed training curriculum, aids and materials to instruct staff in division operations, corporate policy and procedure and to maintain on-going personnel development in knowledge of current practices, increase job performance skill s and maintain quality assurance for all office operations
  • Conducted a variety of highly effective classroom sessions and hands on training with emphasis on sales, as well as, system instruction for all levels of employees
  • Developed and critiqued trainees on their progress as it pertains to company standards
  • Recommend appropriate resolutions to employee relations problem; interpret company policies to management and staff
Education
B.A.: Business Administration Specializing in Human Resources Management, Expected in 2009
Ashford University - Clinton, IA
GPA:
GPA: 3.81
Additional Information
  • Honors: , Alpha Sigma Lambda National Honor Society Dean’s List three consecutive semesters Bi-lingual, computer literate, excellent customer service and interpersonal skills. Available upon request.

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Resume Overview

School Attended

  • Ashford University

Job Titles Held:

  • Customer Service Manager
  • Patient Access Supervisor
  • Customer Service Supervisor
  • Regional Trainer/Customer Service Supervisor, Regional Trainer

Degrees

  • B.A.

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