I am a qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. I am a skilled Customer Retention Manager committed to addressing customer concerns with speed, accuracy and professionalism. I have managed a team for AT&T online sales, over the phone sales for both Verizon and DirecTV, Verizon Customer Service, general campaigns that include verifying employment for college graduates, assisting High-School graduates in enrolling in college courses, and now manage a team that is Customer Retention for Pimsleur Approach Language Learning. I am great at building relationships, work well with others, and have a track record of developing a quality call center workforce. I am committed to delivering success through effective personnel and workflow management.
Per AT&T client request, I was asked to lead the entire team in two call centers for a new campaign that was launched. It was this campaign that out-performed everyone else for 1 1/2 years consistently. I have worked closely with our development team in India since May 2012 to ensure that we were providing the utmost in quality for our customer's. I have had countless compliments and remarks of appreciation from my clients, my direct leader, and our executive leaders. Per AT&T client request, I was asked to lead the entire team in two call centers for a new campaign that was launched. It was this campaign that out-performed everyone else for 1 1/2 years consistently.
Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices. Computed sales prices, total purchases and processed payments. Placed special orders and called other stores to find desired items. Recommended merchandise based on customer needs. Operated a cash register to process cash, check and credit card transactions.
Processed client payments, sent invoices and placed appointment reminder calls. Assisted customers by phone, including scheduling appointments and treatments. Restrained and managed scared and active animals.
Routinely followed up with patients about their post-operative recovery status. Instructed patients on the proper care of eyeglasses and contact lenses. Maintained organized records of customer prescriptions, work orders and payments.
Issued paychecks to vendors and suppliers on a bi-weekly basis. Maintained accounts receivable documentation electronically and on paper. Handled cash and deposits using the proper accounting procedures and documentation. Processed payroll, electronic deposits and employee pay adjustments. Processed journal entries, online transfers and payments.
Organized work records and filed reports. Managed the front desk, answered phones, and directly worked with Ford Motor Company regarding titles of vehicles for the entire Car Rental Department. Managed the Rental Department solo, set up rentals through insurance agencies, collected payments from insurance companies and customer's.
Serve as mentor to junior team members. Achieved the best performance for 1 1/2 years through an online chat campaign. I have been the only sales leader selected to launch several campaigns with the assistance of my direct leader and a few select other operational leaders. I have been part of the hiring process and have been STAR trained in completing interviews to ensure that we hire the best possible person for the job.
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