Customer Support Center Manager Resume Example
Love this resume?Build Your Own Now
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
|
|
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
First Mid-Illinois Bancshares, Inc. – Mount Vernon , IL
First Mid-Illinois Bancshares, Inc. – Mount Vernon , IL
- 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 – City , STATE
City Of Tacoma – City , STATE
- 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 – City , STATE
MultiCare Tacoma Family Medicine – City , STATE
- 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 – City , STATE
MultiCare Tacoma Family Medicine – City , STATE
- 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.
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 - City, State
Course work prepared me to guide others in work, professional and personal context.
Tacoma Community College - City, State
Course work prepared me to guide others in work, professional and personal context.
MBA: Business Administration, 2006
University of Phoenix - WA Campus - City, State
University of Phoenix - WA Campus - City, State
Bachelor of Science: Business / E-Business, 2003
University of Phoenix - WA Campus -
Course work in business, management and finance
University of Phoenix - WA Campus -
Course work in business, management and finance
DISCLAIMER
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Resume Strength
- Completeness
- Word choice
- Measurable results
- Strong summary
- Typos
Resume Overview
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
Similar Resumes
