LiveCareer-Resume
Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 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:

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Disclaimer

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume scorecould be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

resume Strength

  • Clear Contact Info
  • Completeness
  • Formatting
  • Length
  • Personalization
  • Target Job

Resume Overview

School Attended

  • Kirby High School

Job Titles Held:

  • Operations Manager
  • SBU Manager
  • Computer Tech

Degrees

  • High School Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: