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Customer Support Center Manager Resume Example

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CUSTOMER SUPPORT CENTER MANAGER
Professional Summary
Politically-astute government administrator offers successful record of process improvement, project management and personnel management. Outstanding knowledge of public and customer relationship management. I am a natural leader and skilled collaborator with a commitment to excellence.
Skills
  • Operations management
  • Approachable
  • Strategic thinker
  • Workforce planning
  • Program evaluation
  • Community relations
  • Strong interpersonal skills
  • Charismatic public
  • Presentation software
  • Collaborative Leadership
Affiliations

Toastmasters International -Past Club President 2014-2015 and Past VP of Membership 2013-2014

National Forum for Black Public Administrators - national Chapter, Member in Good Standing

Work History
Customer Support Center Manager, 09/2013 to Current
 City of Tacoma (2004-Present) – Tacoma, WA
  • Oversee and Participate in the day-to-day operations.
  • Provide strategic, tactical vision and leadership for start up Customer Support Center, including 311/ Telephone Support,Customer Relationship Management Intake System.
  • Provide Quality Assurance planning and administration including staff supervision, scheduling and budget management.
  • Define, implement, and administer policies, procedures, requirements and training.
  • Collaborated with members of the city staff, other public agencies and private organizations to achieve increased citizen engagement.
  • Implemented City of Tacoma\'s first mobile Application August 2014 Tacoma FIRST 311 Respond to citizens\' complaints and requests for information and services.
  • Gathered and analyzed data for studies and reports and made recommendations based on findings.
  • Supervise and coach 4 direct staff members and 5 indirect staff members.
  • Responsible for the growth of the office (grew requests from 3000 to 15000 within 3 quarters of the second year of operations.
  • Presentations to Neighborhood Councils, public agencies, City Departments and City Council Officials
  • Provided training for direct reports, indirect reports and city staff.
Customer Service Representative Technical / Lead - Tacoma Public Utilities/Finance, Tax & License Departments, 01/2004 to 09/2013
 City of Tacoma – Tacoma, WA
  • Perform customer service duties including investigating, interviewing, and assisting and resolving customer inquiries by mail, in person and by telephone.
  • Providing excellent customer service to business partners as well as staff and co-workers by establishing and maintaining cooperative and effective working relationships.
  • Interpret Tacoma Municipal Code license requirements, including regulatory licenses, pet license requirements, tax implications and registration requirement. Assisted the division manager with preparation and provisions of the 2008-2009 budget.
  • Periodically Upgraded to Customer Service Representative Lead. Over six months of experience being upgraded to a Lead Customer Service Representative providing support and assistance to a staff of four, Customer Service Representatives Technical.
  • Supervised 5 interns in Tax & License from the Women Employment Program. Provided work direction, training, supported and motivated. Time card management prepared and provided employment evaluations and feedback.
Quality Assurance Specialist/Lead, 01/2004 to 01/2015
 MultiCare Tacoma Family Medicine – Tacoma, WA
  • Lead responsibilities included supervisor duties, supervising a staff of five employees, providing staff with support, resources, training and process updates.
  • Responsible for human resources task such as employee evaluations and assessments.
  • Participated in the hiring, termination and interviewing process for employees.
  • Provided feedback to employees regarding job performance and helped prepare goals for improvement and future growth.
  • Analyzed problems and department issues also developed and recommended solutions.
  • Responded to provider issues, concerns and complaints, directing their attention to the department manager for all issues or complaints beyond my realm.
  • Researching, developing and implementing processes and policies for the department and the clinic.
  • Promoted to Quality Assurance Specialist and Lead after being in the Health Information Technician position for 3 years at Tacoma Family Medicine.
  • Accomplishments: Implementation of Electronic Medical Records System Customer Satisfaction Survey Multicare.
Quality Assurance Specialist/Lead, 01/1998 to 01/2004
 MultiCare Tacoma Family Medicine – Tacoma, WA
  • Lead responsibilities included supervisor duties, supervising a staff of five employees, providing staff with support, resources, training and process updates.
  • Responsible for human resources task such as employee evaluations and assessments.
  • Participated in the hiring, termination and interviewing process for employees.
  • Provided feedback to employees regarding job performance and helped prepare goals for improvement and future growth.
  • Analyzed problems and department issues also developed and recommended solutions.
  • Responded to provider issues, concerns and complaints, directing their attention to the department manager for all issues or complaints beyond my realm.
  • Researching, developing and implementing processes and policies for the department and the clinic.
  • Promoted to Quality Assurance Specialist and Lead after being in the Health Information Technician position for 3 years at Tacoma Family Medicine.
  • Accomplishments: Implementation of Electronic Medical Records System Customer Satisfaction Survey Multicare.
Education
Leadership Education & Administrative Development Certificate: Leadership and Management, 2015
 University of Phoenix / City of Tacoma -
Course work included personal development leadership; integrity and ethics; team building; community building; strategic panning; advocacy; analytical skills and initiative, risk taking, vision, creativity and innovation.
Management Development Certificate: Leadership and Management, 2010
 Tacoma Community College - Tacoma, WA
 Course work prepared me to guide others in work, professional and personal context.
MBA: Business Administration, 2006
 University of Phoenix - WA Campus - Tacoma, WA
Bachelor of Science: Business / E-Business, 2003
 University of Phoenix - WA Campus -
Course work in business, management and finance
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Resume Overview

Companies Worked For:

  • City of Tacoma (2004-Present)
  • City of Tacoma
  • MultiCare Tacoma Family Medicine

School Attended

  • University of Phoenix / City of Tacoma
  • Tacoma Community College
  • University of Phoenix - WA Campus

Job Titles Held:

  • Customer Support Center Manager
  • Customer Service Representative Technical / Lead - Tacoma Public Utilities/Finance, Tax & License Departments
  • Quality Assurance Specialist/Lead

Degrees

  • Leadership Education & Administrative Development Certificate : Leadership and Management , 2015
    Management Development Certificate : Leadership and Management , 2010
    MBA : Business Administration , 2006
    Bachelor of Science : Business / E-Business , 2003

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