Customer service professional dedicated to effective team management and customer satisfaction. Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment.
Skills
Exceptional interpersonal communication
Customer Relationship Management Software (CRM)
Excellent time management skills
Effective problem solver
Exceptional telephone etiquette
Process improvement specialist
Effective workflow management
Adherence to high customer service standards
Customer-focused
Microsoft Outlook, Word and Excel
Work History
Customer Service Quality Manager, 02/2014
to 02/2016 Prudential – Dresher,
Pa
Mastery of customer service management systems and databases.
Evaluated consumer reports on a monthly basis.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Prepared reports and communication for senior management and clients.
Initiated operations improvements to improve overall call center productivity.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Managed new performance coaching quality program from initial start-up to full operational status.
Met or exceeded service and quality standards every review period.
Managed work flow to exceed quality service goals.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Effective liaison between customers and internal departments.
Performance Coach, 03/2009
to 02/2014 Prudential – Dresher,
PA
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Strong leader of customer support staff.
Managed work flow to exceed quality service goals.
Education
Associate of Science: Mass Communication,
Bemidji State University - Bemidji,
MN
Public Affairs/Journalist Course: 1991 Defense Information School - Indianapolis,
IN
