Customer Service Manager
Resume:
Amelia Pranger
***********@*****.***
Objective- To obtain a position where I can maximize my
management, reception, office, administration, quality assurance,
program development, call monitoring, and training experience to
further expand my professional horizons.
Creative Kids 5/08-7/13
Team Lead
Owner-Barbie Quantro
*************@*****.***
Boone, NC
• Operated all employee calls thru the call monitor program
Witness
• Answered billing questions and updated incorrect bills
• Ensured maximum productivity and utilization through
meeting performance targets and maintaining appropriate
staffing levels
• Identified business opportunities & risks by analyzing
customer service trends
• Ensures all revenue targets are met or exceeded through
leadership efforts
• Proficient with Microsoft Office; including Outlook (mail,
calendar, tasks), Word, and Excel
• Oversaw directly a staff of 152 and indirectly a staff of 200 +
employees from different teams
• Knowledgeable of AOL Instant Messenger, Internet Explorer,
& Adobe Reader
• Responsible for tracking shipments thru FedEx/UPS
Manages processes within the call center and makes changes to
•
maximize the efficiency and effectiveness of call center
associates' efforts
• Performed all duties inherent in the role of a Manager as
defined by the Code of Conduct including hiring, termination,
review, and development of associates
• Dispatched Instructors to different job-sites
• Monitored calls to observe demeanor, technical accuracy, and
conformity to company policies
ER Solutions
4th Escalation Supervising Manager 2/05-5/08
Manager- George Wearn
Atlanta, GA
• Handled calls escalated from 1st, 2nd,and 3rd escalations
• Monitoring of individual, team results to identify and act on
both positive and negative performance trends to insure
attainment performance targets.
• Worked on a multiline phone system
• Granted further time on extensions/waived deposits
• Managed a team of 25 + employees
• Monitored calls of managers and escalation team for quality
assurance
Claire’s Boutique 08/99-5/05
Store Manager
Atlanta, GA
Managing and controlling the overall operations of the store
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Trained associates to properly assist customers and taught the
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guidelines
Ensured that the store was meeting goals and customer service
•
standards
Balanced money from the register, printed and faxed end of the
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day figures
• Tracked hourly sales goals and faxed them to the District
Manager
• Was responsible for hiring/firing of all employees
Education
• Redan High School (1995)
• Appalachain State University (Business Administration)
(1997)
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