Seasoned Customer Service Manager who has directed call centers consisting of 300 representatives. Personally managed teams from 30 to 65 phones sales representatives.Versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Led a team of customer service representatives to increase service center profitability.Properly directed inbound calls in phone queues to improve call flow.Assisted with the development of the call center's operations, quality and training processes.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Demonstrated mastery of customer service call script within specified timeframes.Provided accurate and appropriate information in response to customer inquiries.
Small call center environment consisting of no more than 35 operators. Sold calling cards, cell phones, long distance plans.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.
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