Customer Service Manager

WANDA REGINA EVANS

**** ** **** ******

Coral Springs, FL 33071

Cell: 954-***-****

*********@*****.***

CUSTOMER SERVICE MANAGER/SUPERVISOR

Performance-driven Customer Service Manager with more than ten years of noteworthy success in

account management, retail sales operations. Experienced in problem solving, troubleshooting, sales staff

support and planning/implementing procedures in advancement of organizational goals. Strong leader in

ensuring employee training, motivation and team building.

PROFESSIONAL EXPERIENCE

Florida Institute of Health, 11/2010-2/2012

Medical Office Administrator, Plantation, FL

Oversaw scheduling of patient appointments; directed the preparation of patient charts; Provided

supervision and training of office services to ensure patient satisfaction including: answering telephone,

filing of medical records; administered nebulizer treatments to patients, oxygen and pulse rates; ensure

medication are timely and correctly re stocked on shelves.

Office Team, 09/2010-10/2010

Career Services Advisor (Temp), Fort Lauderdale, FL

Duties: Maintained contact with local employers to obtain information on job opportunities to develop

and enhanced working relationships, and to facilitate student placement. Identified entry-level job

openings for students and graduates through telephone calls, newspaper ads, personal contacts and written

correspondence. Critiqued and edited student and graduate resumes, cover letters, and other employment

documentation.

4 Median FKA Jetts Technology, 02,2008-02/2010

Workforce Supervisor, Deerfield Beach, Fl

Duties: Provided continual evaluation of processes and procedures; assisted manager with daily operation

of call center-work on special projects; prepared and deliver weekly one-on-one and annual performance

reviews; processed employee payroll ; handled escalated calls.

United Health Care

Manager, Sunrise, FL 06/2005-09/2007

Duties: Managed three supervisors and approximately 50 associates; provided daily direction and

communication to supervisors to ensure attaining performance goals; interviewed potential employees;

provided statistical feedback to Directors and Business Partners; ensure employees training and other

resources to maximize job performance; prepared and delivered performance reviews and annual budgets.

Supervisor, Sunrise, FL 07/2003-06/2005

Duties: Supervised staff of 10-12 associates; monitored IEX system to ensure schedule adherence;

conduct associates' weekly one-to-one coaching sessions; identified areas of opportunity for additional

training; handled escalated calls.

WANDA REGINA EVANS Page Two

Customer Service Associate, Sunrise, FL 05/2002-07/2003

Duties: Took inbound calls; analyzed customer needs and expectations to ensure resolution and customer

satisfaction; reported call trends upward when necessary.

Cingular Wireless/Bellsouth Mobility

Assistant Retail Store Manager, Davie, FL 02/2001-01/2002

Duties: Hired, trained, mentored and coached associated; ensured company guidelines and policies were

adhered to; reviewed daily reports; ordered/received merchandise; processed upgraded inventory,

salvaged and insurance returned inventory; conducted audit of inventory; Prepared daily deposits for bank

courier pick up and open all cash drawers; prepared monthly progress report for sales associates.

Operations Assistant Manager II/Quality Care, Boca Raton, FL 06/1999- 02/2001

Duties: Evaluated customer needs and educated customer in effective ways to utilize airtime and

features; offered incentive packages to promote customer retention; Made price adjustments and

negotiated equipment prices; provided training to newly hired consultants; managed management

escalation calls.

Sales and Service Associate, Davie, FL 02/1997-06/1999

Duties: Assisted customers with phones, service and accessory purchased; handled administrative aspects

of the sale including: completed customer contracts, processed credit card payments, prepared customer

files, addressed local market promotions and completed warranty paperwork; interfaced with other

departments; Performed clerical functions as required.

Customer Operations Assistant Manager, Boca Raton, FL 02/1995 - 02/1997

Duties: Assisted customers with billing questions and pricing; updated weekly/monthly department

discount reports; handled management escalation calls.

SKILLS

Microsoft Excel, Word and PowerPoint; Excellent interpersonal, organizational, and communication

skills

References Available Upon Request

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