Customer Service Management
Resume:
LAUREN BORREGO
**************@*****.***
**** ******** ****** **. *******, GA 30316
http://www.linkedin.com/pub/lauren-borrego/82/275/b39
OBJECTIVES
Adept Customer Service/ Call Center Manager bringing extensive call center experience in inbound, outbound and blended
environments. Strength in training and development, client relations and problem solving.
EDUCATION
Webster University, St. Louis MO
2005 Master of Arts: Business Management and Leadership
• Coursework in Operations Management • Coursework in Business, Management and
Communications
• "Introduction to Call Center Technology" Web Seminar
• Coursework in Economics
• Coursework in Business Administration, Finance and
• Coursework in Fundamentals of Communication, Strategic
Marketing
Sales and Retail Marketing
Metropolitan State University of Denver, Denver CO
2000 Bachelor of Science: Finance
• •
Coursework in Finance and Economics Finance, Risk Management and
Insurance specialization courses
• Coursework in Cost Accounting
• Advanced courses in Financial Statement
• Advanced courses in Financial
Analysis
Management
• Coursework in Business Administration
EXPERIENCE
Focus Technology Group
Nashville, TN
Business Analyst January 2011 – Present
•
Defines and documents customer business operational procedures, problems, input and
•
functions and processes. output requirements, and levels of systems
access.
Consults with functional unit management and
•
personnel to identify, define and document •
business needs and objectives, current
Analyzes the feasibility of, and develops preparation of proposals to develop new systems
•
requirements for, new systems and enhancements and/or operational changes.
to existing systems; ensures the system design fits Reads and interprets case management systems
•
the needs of the users. and functional technical literature and translates in
Tracks and fully documents changes for functional terms understandable to the end users.
•
and business specifications; writes detailed Conducts change impact analysis to assess the
•
universally understood procedures for permanent potential implications of changes and documents
records and for use in training. business rules, functions and requirements.
Identifies opportunities for improving business
• Provides work direction to one or more technical or
•
processes through information systems and/or clerical staff or acts as a team lead on designated
non system driver changes; assists in the projects or assignments.
Internal Revenue Service Cheektowaga, NY
Lead Contact Center Representative March 2001 – July 2007
•
Investigated and resolved customer inquiries and Cross trained and backed up other customer
• •
complaints in an empathetic manner. service managers.
•
Adhered to all confidentiality requirements at all Trained staff on operating procedures and
• •
times. company services.
Assumed ownership over team productivity and Provided accurate, specific and timely
• •
managed work flow to meet or exceed quality performance feedback for CSRs.
service goals. •
Scheduled staff shifts to cover peaks and lulls in
•
customer inquiries.
Teletech Teleservices for American Express Brokerage Thornton, CO
Financial Service Center Representative May 2000 – March 2001
•
Met all customer call guidelines including service Resolved associate, tool and service delivery
• •
levels, handle time and productivity. issues revealed by statistical reports.
Promptly responded to inquiries and requests from Updated customer orders from start to finish in an
• •
prospective customers. accurate and timely manner.
Maintained accurate records of past due customer Maintained up to date knowledge of product and
• •
account activity. service changes
Developed highly empathetic client relationships
•
and earned a reputation for exceeding service
standard goals.
SKILLS
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Customer Relationship Management Software Microsoft Outlook, Word and Excel
• •
(CRM) Multi line phone operation proficiency
•
Exceptional interpersonal communication
• Skilled in call center operations
•
Process improvement specialist
• Multi line phone operation proficiency
•
Adherence to high customer service standards
• Call center metrics decoding aptitude
•
Effective workflow management
• Committed to maintaining data integrity
•
SAP and ERP system knowledge
• Strong problem solving aptitude
•
Contact this candidate