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Manager, Customer Excellence Phone Teams Resume Example

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MANAGER, CUSTOMER EXCELLENCE PHONE TEAMS
Professional Summary

Talented individual with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Skills
  • Strategic planning
  • Data collection and analysis
  • Budgeting
  • Staff management
  • Business Administration
  • Verbal and written communication
  • Customer-oriented
  • Exceptional time management skills
  • Client relations strength
  • Strong interpersonal skills
  • Skilled problem solver
  • Planning and Organization
  • MS Office Suite
  • Active listening skills
  • Call center transactions
  • Personable
Work History
Manager, Customer Excellence Phone Teams, 02/2017 to Current
American Equity Investment Life Insurance Company – West Des Moines, Iowa
  • Cross-trained and backed up other customer service managers.
  • Maintained up-to-date knowledge of product and service changes.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
  • Performed mid-year and annual reviews assessing each employee's performance and developed improvement plans.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Facilitated change management activities for department and staff of 52 individuals.
  • Provided management with feedback regarding employee performance and training needs.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Established and maintained positive work environment to enhance retention and productivity.
  • Expanded cross-functional organizational capacity by collaborating with six departments about customer experience functions and common goals.
  • Prepared and recommended long-range plans for development of Customer Excellence Call Center department.
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Conducted scheduled and impromptu evaluations to assess work performance.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Successfully coached and mentored three direct reports with over thirty-three team members combined.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Reviewed performance reports and used data to develop continuous improvement initiatives.
Manager, Annuity Service, 10/2013 to 02/2017
American Equity Investment Life Insurance Company – West Des Moines, IA
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflow to meet any daily demand.
  • Performed annual reviews assessing each employee's performance and developed improvement plans.
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Coached and mentored team of 10-12 employees
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Annuity Service Customer Service Specialist , 10/2011 to 10/2013
American Equity Investment Life Insurance Company – West Des Moines, IA
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Managed over 60-100 calls per day
  • Managed 20-70 processing tasks per day
New Business Customer Service Representative, 01/2005 to 10/2011
American Equity Investment Life Insurance Company – West Des Moines, IA
  • Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Managed over 50-100 calls per day.
  • Managed over 20-50 new business applications per day
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Educated customers how to use company systems, complete forms and obtain desired services.
Accomplishments

Community Volunteer Work

-American Equity United Way Committee Member: 2016-2020

-Cub Scout Den Leader, Boy Scouts of America: 2016-2020

-Facilitator, Integrity Life Skills International: 2009-2020

-Leading/Facilitating a Re-branding and Marketing Team for a non-profit organization Greater Life Community Church: 2020

Education
Bachelor of Arts: Psychology, 08/2004
Mid-American Nazarene University - Olathe, KS
  • Graduated magna cum laude
Certifications

Call Center Management Training Certification: 2019

Coach Centric

Situational Leadership

DISC Annalysis

LOMA- FMLI Certification: 2013

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Resume Overview

Companies Worked For:

  • American Equity Investment Life Insurance Company

School Attended

  • Mid-American Nazarene University

Job Titles Held:

  • Manager, Customer Excellence Phone Teams
  • Manager, Annuity Service
  • Annuity Service Customer Service Specialist
  • New Business Customer Service Representative

Degrees

  • Bachelor of Arts : Psychology , 08/2004

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