Customer Service Manager

Catherine Cohen

**** *** ***. ********, ** ***** 917-***-**** cc72305@gmail.com_

Customer Service Professional

Committed professional with 26 years experience in customer service. Ability to multitask while producing high customer satisfaction and long term client relationships. Consistently propel staff to exceed department goals and needs. Key proficiencies include:

Team Supervision-Exceptional organizational skills with a proven ability to cover all details while overseeing, assigning and coordinating multiple priorities.

Issue Resolution-Provide a solution focused approach using flexibility and intuitiveness to achieve optimal results.

Customer Satisfaction-Maintain a positive attitude to achieve the best possible customer experience.

Time Management-Effectively manage use of time to maximize productivity.

Product Knowledge-Strong knowledge of product/service while being proficient in keeping up with all changes in the field.

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Professional Experience

AFTRA Health & Retirement Funds, New York, NY 1984-2010

Supervisor Customer Service Department 1996-2010

Supervised a staff of 14 on and off-site in a busy call center while providing counselor support and exceptional customer service to consumers, vendors and internal staff. Oversaw reception area and directed flow of incoming mail, messages and customers. Maintained department payroll, schedule and supplies.

Increased size and strength-Doubled the size of the department therefore increasing the ability to serve customers better.

Implemented Quality and performance goals- Challenged staff to exceed these goals and

coached when necessary.

Developed Open Door Policy-Planned and managed two on-site areas available for consultation with customers in person.

Led by Example- Developed and maintained a reputation of excellent service to customers and co-workers. Received many letters of gratitude from customer’s, co-workers and vendors.

Oversaw relocation-instrumental in two relocations without quality of service being affected.

Customer Service Counselor 1993-1996

Provided outstanding customer service in a busy call center and in person. Resolved complicated issues by communicating with numerous internal departments.

Launch Department-Earned placement, through a highly competitive selection process, as one of only five employees to launch a vital customer-service department for the company.

Trained-Instructed co-workers on eligibility issues.

Eligibility Counselor 1986-1993

Maintained all areas of customer data while specializing in COBRA benefits.

Developed COBRA department-Independently set process for maintaining and processing COBRA benefits for all customers.

Receptionist 1984-1986

Certificates In:

Telephone Image and Presence Padgett-Thompson

How to sharpen Business Writing American Mgmt Assoc

The Grammar Course American Mgmt Assoc

Telephone Effectiveness Success Builders

Serving Customer’s by Phone Padgett-Thomson

Management skills and techniques American Mgmt Assoc

Excelling as Manager Padgett-Thompson

Education

Kingsborough Community College Brooklyn, NY

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