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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
  • 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, and Chat) environment
  • 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
SBU Manager, 06/2004 to 04/2017
 Xerox – Bartlett, TN
  • 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
 Percepta – Southaven, MS
  • 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
 Percepta – Southaven, MS
  • 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
 Xerox – Bartlett, TN
  • 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
 Xerox – Bartlett, TN
  • 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, Gateway Computers – Memphis, Tennessee
  • 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 - Memphis, TN
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Resume Overview

Companies Worked For:

  • Xerox
  • Percepta
  • Gateway Computers

School Attended

  • Kirby High School

Job Titles Held:

  • SBU Manager
  • Operations Manager
  • Computer Tech

Degrees

  • High School Diploma : 1994

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