Customer Service Manager
Resume:
Jeffrey C. James
*******.*.*****@*****.***
**** **** ***** ****** ****: 256-***-****
Tuscumbia, AL 35674 Cell: 256-***-****
Dedicated Customer Service and Call Center manager with 9 years experience in pharmacy and insurance benefits management, as well
as managing the Call Center and Customer Service Department for a Billion Dollar Bank. Consistently achieve high customer satisfaction
rankings, improved employee performance and customer retention.
Areas of Expertise
Customer Service Customer Satisfaction Order Fulfillment
Management Improvements Account Activations
Escalation Handling and Team Morale Motivation Interview and Hire New
Resolution Teambuilding and Training Talent
Service Level Management
Professional Experience
Bank Independent – Florence, AL 3/2012 Present
Customer Service and Call Center Manager
Managed the daily operations of the Customer Service Department and the Call Center operations. Call Center team leader for a
complete upgrade to the core system for the bank. Reviewed company proposals to select new phone systems, call recording
system and work force management system for the call center. Served as a team member for selecting and implementing a CRM
solution for the bank. Core member and owner of business solutions that provide mobile, online and IVR banking. Designed and
implemented a cross training program that allowed roving tellers to train and develop skills to help assist customers in branches by
training in the call center for three weeks prior to teller training. Implemented the first sit down coaching sessions used by the bank.
Designed departmental competencies to be coached and covered with employees regularly and used to complete annual
performance appraisals.
Walgreens Health Initiatives – Muscle Shoals, AL 11/2004 3/2012
Operations Supervisor and Hiring Manager, 3/11 to 3/2012
Operations Supervisor, 2/05 to 3/11
Customer Service Representative, 11/04 2/05
Promoted to management position and designated as operations hiring manager to hire and supervise 25 customer service
representatives. Foster an environment in which callers receive high levels of customer service and employees are motivated to
deliver industry leading service. Manage schedules, payroll and attendance to ensure that sufficient staffing is available to service
callers. Manage service levels to ensure that customer calls are handled within the clients desired time range. Remote, side by
side and recoded call monitoring to coach and evaluate customer and care representative interactions. Track and document daily
and weekly performance to do yearly evaluations. Bi weekly coaching for success sessions to cover established performance goals
and coach areas of improvement. Evaluate and report on systems to help enhance productivity of customer service representatives.
Participate in employee focus groups to gauge and receive ideas to improve performance.
Alabama Army National Guard – Moulton, AL 10/2004 10/2011
Network Administrator and Systems Analyst
Designed and implemented LAN/WAN architecture including computer networks, telephone systems, and satellite communications
with distant sites. Served as the network manager for a network of 300+ end users in Balad, Iraq. Excelled in a high pressure set
up stage for new incoming units operations. Received unit and Army citations for performing the duties of a person two pay grades
above the current pay grade.
Skills
AVAYA CMS for Call Centers Microsoft Office Suite NICE Telephone
AVAYA CMS Manager Microsoft Windows Recording
Cisco Unified Call Manager Cisco Unified Agent eSP Scheduling Software
Call Copy Workforce Manager Call Copy Call Recorder ShoreTel Communicator
JHA Bank Manager Software BVS Training Software FiServe Banking Software
ADP Portal Payroll
Management
Education and Training
University of North Alabama Leadership Certificate Program – Florence, AL 8/2011
Northwest Shoals Community College – Muscle Shoals, AL 1/2006 5/2011
8/1992 8/1996
Russellville High School – Russellville, AL
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