Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Played an instrumental role in increasing customer satisfaction ratings index from 50% to 95% within 2 years as Customer Service Manager.
Successfully managed the activities of [number] team members in multiple locations.Monitored the daily activities of [number] customer support teams.Developed, implemented and monitored programs to maximize customer satisfaction.Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.Interviewed, hired and trained new quality customer service representatives.Provided detailed monthly departmental reports and updates to senior management.Addressed negative customer feedback immediately.Provided a high level of product and leadership support to representatives and clients.Effectively communicated with team members to maintain clearly defined expectations.Effectively managed departmental expenses to stay within allocated budget.Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.Resolved customer questions, issues and complaints.Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.Lead on and off-site customer support teams across multiple time zones.
Owned team productivity metrics.Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
East Tennessee State University | Johnson City, TN | B.B.A. Management and Marketing Experience in managing service solutions for worldwide delivery Experience in managing large teams across multiple states, directly and remotely Ability to build trusted relationships with senior level professionals 10 years' experience navigating within various Healthcare organizations 5+ years' administration of CRM workflows, implementation and analysis 10 years of providing solutions to the Broadcast market 10 years of providing solutions to the Building Services Contracting market Excellent analytical and project management skills Successful process improvement experience within technical manufacturing organization Experience/proficiency with Microsoft products: Excel, PowerPoint, Word, etc. Experience/proficiency with PC, networking and remote communication tools RBSM - Building Service Contracting Association
Coursework in Marketing, Business Management and Communications
Sales, Cost Analysis, For Sales, Operations, Operations Manager, Proposals, Sales Proposals, Project Management, Fulfillment, Hr, And Sales, Basis, Best Practices, Clients, Deployment, Increase, Project Plans, Sales To, Networking, Customer Service, Firmware, Ftp, Receptionist, Retail Sales, Satisfaction, Technical Support, Telnet, Testing, Web Based, Web-based, Marketing, Solutions, Developed Sales, Marketing Strategy, Sales Manager, Sales Of, Tradeshow, Cdl, Contracts, Drivers, And Marketing, Crm, Customer Relationship Management, Excel, Healthcare, Powerpoint, Process Improvement, Word
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