Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Professional Summary
I am an Experienced Customer Service Manager with over 19 years of professional customer service and leadership experience. During my tenure with Percepta and Conduent/Xerox, I have been involved with all facets of the hiring, training, coaching and development processes necessary to exceed client expectations while simultaneously meeting profitability targets.
Skills
Proficient with Microsoft Office for the development of presentations and reporting
Ability to analysis data and quickly formulate an action plan needed to resolve any deficiencies
Strong aptitude in development of budget needs, risks, or opportunities
Development of internal talent for positions within the company
Strong communication (both oral and written) skills
Experience managing within an omni-channel contact center (Voice, E-mail, Correspondence and Chat) environment
Work History
Operations Manager, 11/2017 - Current Merck & Co., Inc. – Memphis, TN,
Managed 30+ @Home or remote staff
Full P&L responsibility for a multi-year, multi-million dollar annual client contract
Partner with Finance and Accounting for budgeting, forecasting, and capital expenditure requirements
Ongoing P&L management via weekly flash updates and calls with Finance/Operations leadership
Maintain strong client relationship through formal and informal meetings to show that we are a true value add partner as opposed to a “vendor” Review contact center performance and utilize Performance Improvement Plans to improve employee behavior and operational KPI’s
Developed and presented QBR documentation to show the progress of the department
Consistently improve training curriculum to improve new hire graduation rate
Interview and on board new employees
Coordinate with Human Resources on employee disciplinary concerns
Review and approve payroll
Continually audit and adjust employee schedules to ensure proper staffing levels during peak intervals
Mentor employees for career enrichment and advancement.
Effectively managed a high-volume of inbound and outbound customer interactions (chat, E-mail support, and correspondence).
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Mastery of customer service management systems and databases.
Identified chronic customer issues by creating and maintaining customer complaint log.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Developed all process controls and metrics for daily management of the @home department.
SBU Manager, 05/2004 - 03/2017 Xerox – City, STATE,
Managed 120+ onsite staff
Full P&L responsibility for a multi-year, multi-million dollar annual client contract
Partner with Finance and Accounting for budgeting, forecasting, and capital expenditure requirements
Ongoing P&L management via weekly flash updates and calls with Finance/Operations leadership
Maintain strong client relationship through formal and informal meetings to show that we are a true value add partner as opposed to a “vendor” Review contact center performance and utilize Performance Improvement Plans to improve employee behavior and operational KPI’s
Developed and presented QBR documentation to show the progress of the department
Consistently improve training curriculum to improve new hire graduation rate
Interview and on board new employees
Coordinate with Human Resources on employee disciplinary concerns
Review and approve payroll
Continually audit and adjust employee schedules to ensure proper staffing levels during peak intervals Mentor employees for career enrichment and advancement.
Mentor employees for career enrichment and advancement.
Effectively managed a high-volume of inbound and outbound customer interactions (call, chat, and E-mail support).
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Mastery of customer service management systems and databases.
Identified chronic customer issues by creating and maintaining customer complaint log.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Met or exceeded service and quality standards every review period.
Developed all process controls and metrics for daily management of the Call Center.
Computer Tech, 2001 - 2004 Gateway Computers – City, STATE,
Diagnosis and resolved end-users' hardware and software issues on their personal computers
Provide end-users with upgrade options to enhance their computer experience.
Processed orders for replacement parts
Processed warranty claims
Accomplishments
Recipient of President's Club in 2013 and 2014. This awarded due to meeting or exceeding budget outlooks.
Recipient of 20/20 Club in 2013. This is awarded for exceeding budget goals by at least 20% and growing the overall business by at least 20%.
Capably managed a large volume call center with more than 120 employees.
Ensured superior customer service by developing a positive phrasing campaign for chat and E-mail agents. This increased CSAT scores by 10%.
Developed daily reporting with the us of Microsoft Excel. This led to a decrease in work avoidance and increased the number of SLAs met by the department.
Education
High School Diploma: , Expected in 1994 - Kirby High School - Memphis, TN GPA:
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