SBU Manager Resume Example
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SBU MANAGER
Professional Summary
I am an Experienced Customer Service Manager
with over 19
years of professional customer service and leadership experience. During my tenure with 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.
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
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Work History
SBU Manager, 06/2004 to 04/2017
Company Name – City, State
Company Name – City, State
- 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
- 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.
Operations Manager, 11/2017 to Current
Company Name – City, State
Company Name – City, State
- 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
- 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.
Operations Manager, 11/2017 to Current
Company Name – City, State
Company Name – City, State
- 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 to 03/2017
Company Name – City, State
Company Name – 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.
SBU Manager, 05/2004 to 03/2017
Company Name – City, State
Company Name – City, State
- 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
- 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, Company Name – 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: 1994
Kirby High School - City, State
Kirby High School - City, State
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Resume Overview
School Attended
- Kirby High School
Job Titles Held:
- SBU Manager
- Operations Manager
- Computer Tech
Degrees
- High School Diploma : 1994
