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Customer Service Manager committed to delivering success through effective personnel and workflow management.
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Managed call flow with up to [100]calls in queue per hour.
Exceeded corporate target for customer satisfaction for [5] years in a row.
Promoted to Call Center Manager in [2007].
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Trained staff on how to improve customer interactions.
Properly directed inbound calls in phone queues to improve call flow.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Ran reports and supplied data to fulfill customer report requirements.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
Properly directed inbound calls in phone queues to improve call flow.
Provided cross training to [8] staff members.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Ran reports and supplied data to fulfill customer report requirements.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Properly directed inbound calls in phone queues to improve call flow.
M A T C - MILWAUKEE, WI
[HONORS] Academic Achievement Award
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Job Titles Held:
- Seasonal Tele-Collector
- Telecommunications Specialist
- CUSTOMER SERVICE REPRESENTATIVE
Degrees
- High School Diploma
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