Customer Service Manager
Resume:
Denise Maxwell-
Dill
Ave.
Sharpsburg, GA
30277
acfzqz@r.postjobfree.com
Objective
To obtain a responsible position where my
experience, and proficiency will provide the
opportunity for growth and long-term goals.
Employment
June 13 till Jan 14 NCR - Silver
Managed call center for associates/shift leads/ POC
(point of contacts) handling customer calls for NCR
Silver POS
Provided LT daily snap shot/reports of stat for
AHT(average handle time), ASA (average speed of
answer), CO (calls offered), CA (calls answered),
Aban %
Call Center Manager: responsible for day to day
operations, scheduling, hiring, payroll/timecard
management for NCR and contractors
Continuous Improvement process,
maintaining/updating SOP to maintain World Class
Customer Service, call quality monitoring to ensure
WCCS
Test and implementation of internal Systems
Call Center routing/scripting
HW/SW troubleshooting
Jan 09 till Apr 13 NCR - CHD Entertainment
Managed call center of 95 associates handling 5000
+ Consumer calls daily for Blockbuster Express.
Completed audits for system applications
Established process for Answered/replied to
Consumer emails
Trained co-workers and new hires on system
applications in Peachtree, GA and Columbia, SC.
Shift Lead for CHD Entertainment
Call Center Manager, responsible for day to day
operation of call center to include scheduling,
hiring, and time card management for NCR and
contractors.
Responsible for maintaining published service
levels.
Assuming and transitioning IMT (Incident Management
Team) with in one week period of time with seamless
execution to the customers. This included 300
inbound calls daily for Riggers, CE's,
Merchandisers, and Channel Partners.
Research/replied to Better Business Complaints,
Legal Consumer Complaints
Implemented an improved hiring process with Staff
partner to hire the right fit for CHD.
Standardized call tree options for CHD with
professional recordings to improve customer
experience.
Implemented a DR process, this including having
contract resources in Nebraska.
Managed staffing budget under tight constraints,
resulting in ability to positively impact
Entertainment LOB with significant cost savings.
Accomplishments:
Peer to Peer Recognitions
Awarded "Commitment to Performance Excellence" from
LT in Q3 2011,
Six Sigma Yellow Belt Certification for refund
process/savings with a 35.6% reduction for Q4
results.
Inherited Better Business Complaints filed against
BBX/NCR in Feb 2011 with an "F" rating. With timely
resolutions to these complaints, the rating changed
to an "A+" by May 2011.
1989 - Dec. 08 Norfolk Southern - Intermodal
Atlanta, Ga.
Data Clerk
Inspection and billing of inbound and outbound
freight
Customer Service
SIMS System Implementation Coordinator
Testing of Intermodal system SIMS (Strategic
Intermodal Management System ) and AGS (Automated
Gate System)
Assist and worked close with IT programmers with
system
Enhancements and modifications.
Worked with an outside consultant and developed a
CBT (Computer Based Training) program.
Traveled to various Norfolk Southern locations to
train and implement Intermodal systems.
SIMS Operations Manager
Human resources responsibilities
Process Company invoices
Supervise 23 employees involved with in specialized
container distribution
Manage call center for 44 Intermodal Terminals
Weekly and Monthly call reports
Scheduling of employee hours and shift assignments
Setup of Norfolk Southern Intermodal SIMS/AGS
profile security
Assist with Intermodal revenue processes
Education
High School Diploma, South Cobb High
Austell, GA
Vocational Office Training 2 years
References
Jason Dyer- Verint/Service Design & Engineering
Gregg Jackson-NCR/IT Senior Manager
Jeannie Cismesia - NCR/Product Manager
Summary of qualifications
Knowledge with Microsoft Excel, Word, Windows NT,
Windows XP, Internet, Office procedures, GEMS,
Outlook, TNR, Blockbuster Express/GameFly tools,
Verint/Cisco, CQM call-monitoring tool, Sales force
tools.
Contact this candidate