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Manager of Customer Service Strategy & Operations Resume Example

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MANAGER OF CUSTOMER SERVICE STRATEGY & OPERATIONS
Experience
Manager of Customer Service Strategy & Operations Jan 2012 to Current
 COMCAST CABLE － ATLANTA, GA
  • Actively implement strategic customer experience efforts such as IVR, call-routing, and other systematic efforts that drive operational efficiencies through Division Care.
  • Serve as interim manager of customer service strategy and quality, which includes managing the duties of 11 national direct reports.
  • Effectively lead team to ensure the execution of top-tier customer service to promote brand loyalty.
  • Identify opportunities and provide solutions toward improving first-call resolution to satisfy and potentially exceed targeted improvements.
  • Perform ongoing assessments to work to improve the customer experience by analyzing current call-routing, reporting, infrastructure, and configuration.
  • Routinely submit process enhancements for CAE desktop tools and other technology enhancements to advance operational effectiveness.
  • Partner with marketing group to devise market specific product offerings, along with developing and implementing customer product technical support and help topics.
  • Manage quality assurance measures, service compliance, and workforce management, along with developing training materials to appeal to operational demands.
  • Assist key members of leadership with strategic and tactical projects, in addition to supporting ad-hoc projects as warranted.
  • Collaborate with other Comcast business partners to heighten customer interactions, which are measured by a variety of key performance indicators.
  • Routinely generate call center reports and track all implemented measures and process.
Executive Assistant Jan 2010 to Jan 2012
 COX COMMUNICATIONS, INC － ATLANTA, GA
  • Served as central point of contact and project coordinator for the Sales Leader and Retention summits, Sales Leader University, and Customer Experience design sessions to ensure quality compliance and organized efforts related to developing customer experience quality standards.
  • Shaped and coordinated town hall employee meetings, executive management meetings, and large complex initiatives.
  • Created and achieved effective communication via preparation of high-profile executive presentations and correspondence distributed on the behalf of executive management.
  • Served as Website content and project manager, which served a catalyst in developing a cohesive voice for all aspects of the organization's online presence.
  • Managed freelance workforce and worked closely with the technical team to maintain Website standards that were inclusive of departmental enhancements.
Communications Specialist Jan 2006 to Jan 2010
  • Assisted with the development and management of community relations programs that ensured the company's national community relations strategy was implemented to attain prescribed goals.
  • Aided in the management of $500K community relations and charitable contributions budget.
  • Served as a key resource with developing a communications strategy for press releases, key messages, speeches, and executive remarks relating to community outreach and programs.
  • Assisted in the management of $79M public affairs public service announcement inventory.
  • Partnered in the management of charitable contributions database (GIFTS), which captured company-wide contributions of more than $65M.
  • Provided tools and mentored field personnel with conducting market-level community relations programs that satisfied business objectives, positioned Cox as a great community benefactor, counteracted anti-cable rhetoric, and established customer loyalty.
  • Served as a key team member with the navigation of national partnerships with the Boys & Girls Clubs, Cable in the Classroom, White House Office of National Drug Control Policy (ONDCP), National Center for Missing and Exploited Children, National Urban League, and the National Council of LaRaza.
  • Coordinated with internal and external communications, including the internal community relations Website, collateral materials, and deliverables for departmental initiatives, annual reports, public service announcements, press releases, and information regarding corporate community relations.
  • Assisted with company-wide tracking processes to capture in-kind and cash contributions for field and corporate-led community relations programs.
  • Aided in the establishment of messaging utilized to develop a common brand for an assortment of community relations programs, the Cox Connects campaign.
  • Participated in strategy sessions to integrate interdepartmental resources resulting in significant improvement of community brand recognition and reputation.
  • Assisted in the management of the public relations budget with defined targets and outcomes.
  • Worked to implement communication strategies to ensure positive and productive relationships with internal and external stakeholders, including elected officials, federal government officials, media advocacy groups, and industry partners.
  • Participated in company-wide community outreach campaign entitled Take Charge.
  • Conceptualized and assisted with first national day of service for the company with 22 systems, along with 1,200 employees that donated 5,000 volunteer hours.
  • Worked with external diversity outreach and sponsorships including UNITY, NABJ, NLGJA, and NAHJ to include all aspects of sponsorship fulfillment.
  • Participated with publicizing the impact and value of Cox's in-kind and cash contributions to communities through national and system community annual reports.
  • Assisted in developing the national relationship with celebrity spokesperson, John Walsh, for the National Center for Missing and Exploited Children (NCMEC).
Assistant Jan 2003 to Jan 2006
  • Planned and organized meetings, which included departmental functional conferences, in addition to agenda planning and management.
  • Served as liaison between the department, field executives, and external groups.
Education
Associate of Applied Science, Business Information System HERZING COLLEGE － Atlanta, GA Business Information System
Summary
Result-oriented professional well versed in developing community partnerships and strategic alliances. Skilled in strategy development, marketing, contract negotiations, and budget management. Practiced in navigating community outreach and public relations campaigns. Experienced with call center operation and metrics. Expert in strategic planning. Skilled in compiling reports and statistics. Accomplished in generating call center reports for tracking purposes. Solid background in providing excellent customer service to internal and external customers. The accompanying résumé is in response to your listing in the Atlanta Journal Constitution for an event planner. I am especially interested in this position because of my diverse work experience. I'm looking forward to utilizing this experience, while enhancing the daily operations of a growing and innovative organization. I would appreciate an opportunity to meet with you to discuss how my experience will best meet your needs. My ideas on how to enhance the organizational posture may be of particular interest to you. Therefore, I will call your office on the morning of March 17 to inquire if a meeting can be scheduled at a convenient time. I look forward to the possibility of meeting you. Respectfully, Thank you again for the opportunity to interview for the marketing position. I appreciated your hospitality and enjoyed meeting you. The interview convinced me of how compatible my background, interest, and skills are commensurate with the goals of Coastal Products Incorporated. As I mentioned during our conversation, my experience has prepared me well for this position. I am confident that it will serve as a valuable complement to your organization
Skills
ad, budget, Cable, call center, central point of contact, community relations, conferences, Council, customer service, database, executive management, freelance, functional, government, IVR, inventory, leadership, managing, marketing, market, materials, meetings, messaging, Office, navigation, personnel, executive presentations, press releases, processes, public relations, quality, quality assurance, reporting, routing, Sales, speeches, strategy, strategic, technical support, training materials, Website, Website content, annual reports
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Resume Overview

Companies Worked For:

  • COMCAST CABLE
  • COX COMMUNICATIONS, INC

School Attended

  • HERZING COLLEGE

Job Titles Held:

  • Manager of Customer Service Strategy & Operations
  • Executive Assistant
  • Communications Specialist
  • Assistant

Degrees

  • Associate of Applied Science , Business Information System

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