Customer Service Manager committed to delivering success through effective personnel and work flow management. Proven ability to develop relationships and support employees of all levels within an organization. Manage and support employee engagement, management & leadership coaching, talent assessment, performance coaching, learning and development and organizational effectiveness.
High customer service standards
Employee relations specialist
Service solutions expert
Call center management experience
Dedicated to process improvement
Conflict resolution proficiency
Proficient with Microsoft Office Suite
Customer Relationship Management software (CRM)
Adept in automated attendant systems
Customer service management expertise
Awarded Macy's MAGIC Six Award for Leadership Excellence "2015".
Created an environment that refined performance expectations and lead team performance results in salesmanship 2014. Improved performance enhanced operating procedures focusing on business components of quality and customer service compliance audits, – in turn generating 20%+ in revenue growth.
Significantly contributed to strong litigation recovery performance. $8.24 million collected for the department. Represented DSNB in 42 court cases resulting in awards of over $236 K in 2013. Team completed over 2100 affidavits while maintaining a high degree of accuracy. Oversight accuracy audit average 99% for the year.
Accounts Receivable, Compliance Audits, Customer Service, Collections, Forecasting, Litigation Support, Quality Assurance, Strategic Planning, Team Building, Project Management, Employee Relations, Critical Decision Making
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