Seeking to obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership.
02/2012 to Current
Customer Service SupervisorPFO Global － Irving, TX
Supervisor of operations and customer staff department; work with private doctors and insurance companies to ensure eyewear ordering and fulfillment are timely and accurate; supervise shipping and receiving of lenses and frames; resolution of customer concerns and issues.
Responsible for department operations, ensuring procedures are compliant under HIPAA regulations.
Support Director of Customer Service/Client Relations with high-level customer orders and issues.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Effectively communicated with team members to maintain clearly defined expectations.
Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
03/2008 to 01/2011
Inbound Sales/ Collections RepresentativeTime Warner Cable － Irving, TX
Responsible for raising Cable, High Speed Data, and Digital Telephone Sales-in percentages, contributing to the Division's customer growth in units sold and revenue attained.
Created new product revenue, well within deadlines and also meeting month-end goals.
Negotiated payment arrangements on past due accounts to help clients meet their financial obligations.
08/2008 to 08/2009
Advertising Account ManagerAT&T － Dallas, TX
Negotiated services and advertising requirements with external and internal clients.
Managed advertising campaigns for small to medium sized business owners to renew/increase their advertising programs.
Monitored/coached new-hires to help them adhere to management's deadlines and expectations.
Developed training materials and procedures to help educate my peers on new client products.
11/1999 to 02/2008
Account ManagerVerizon － Dallas, TX
Development and maintenance of strong working relationship with consumer customers within five-state region.
Creation of vibrant work environment that helped build an energetic sales environment; completion of inventory for all communication products
Setup of Quality Assurance and Compliance procedures with upper level management to ensure customer satisfaction.
Daily support of and interaction with consumer customers; designed and implemented plans to address telecommunication needs, including solicitation of feedback to retain business.
Identification of customer needs, employing advanced consultative selling skills.
Presentation of updated selling strategies on a daily basis with sales team that will help boost monthly projections and morale.
Responsible for provisioning, implementing, and sales support to employees for all departments
advertising, Avaya, Cable, client, clients, Client Relations, customer satisfaction, Customer Service, financial, Great Plains, HIPAA regulations, insurance, inventory, Kronos, Lotus Notes, Director, Microsoft Office, PeopleSoft, Quality Assurance, Quick Books, receiving, selling, Sales, sales support, shipping, Supervisor, telecommunication, Telephone, training materials, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Minute Taking, Multi-Task Management, Organizational Skills, Prioritization, Proofreading, Reading Comprehension