Customer Service Manager
Resume:
Tonya Franklin Stephen
Manning, SC 29102
********@***.***
OBJECTIVE
Seeking a position where my business acumen in customer service, safety, training and development will
readily contribute immediately to your organizations profitability and growth .
PROFESSIONAL PROFILE
High-performing leader with expertise in building/optimizing multiple, diverse accounts to maximize
business results between company and client.
Skilled strategist with the ability to transform cross-functional support teams into professionals
dedicated to customer service, client satisfaction and company success.
Ability to develop and maintain strategic plans which result in workable solutions ensuring account
retention and growth.
Proven success in delivering optimal results in high-growth environments through initiatives that
exceed operational performance targets.
Ability to prepare safety policies and procedures; provides support in implementing these policies and
procedures while ensuring that federal, state, and local safety laws, regulations, codes, and rules are
observed.
PROFESSIONAL EXPERIENCE
OPERATIONS MANAGER, Sykes Enterprises, Inc 9/10 – Present
Sumter, SC, 803-***-****
• Primary liaison for company and client.
• Manage daily operations of a 400 seat account that handles tier one customer service representatives for a
multinational banking and financial services corporation. Motivate and supervise up to 18 customer service
team managers.
• Coordinate the preparation of the short- and long- term planning models including hiring, call volumes, and
budgets.
• Direct the forecasting and scheduling of daily workforce requirements and the allocation of resources to
ensure service levels goals and adequate staffing are in place to provide exceptional customer service.
• Coordinate call flow and routing in correspondence with the client, IT and internal supplier sites.
• Guarantee the adherence of all company policies to secure the organization’s quality commitments.
• Supervise, coach, train, review, and facilitate the growth and development of assigned staff.
• Handle all human resources and employee relations for the call center including but not limited to, salary
administration, career planning, interviewing, hiring, disciplinary actions, and terminations.
• Facilitate monthly and safety meetings. Regular inspection of the facility to decrease work-related incidents.
Document and report work-related incidents and safety hazards to corporate. Maintain an ergonomically
approved environment.
• Scheduled adequate coverage according to changing forecasts, service levels, and attrition
• Institute a spirited environment that fostered a high level of energy while increasing productivity and
employee retention.
TEAM MANAGER, Sykes Enterprises, Inc 07/09 – 09/10
Sumter, SC 803-***-****
• Accountable for attaining service level goals, assuring client satisfaction, and profitability.
• Acted as liaison between company and client
• Relied upon for recommendations regarding hiring, training, quality, and productivity.
• Handled supervisory responsibilities in accordance with company policies and applicable laws.
• Directed a team of customer support representatives who provided consumers with financial services.
• Duties included mentoring, monitoring, coaching and training technicians, planning, assigning, and directing
workflow.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving
problems.
• Monitored random calls to improve quality, minimize errors, and track performance
• Developed training curriculum and skill evaluation tools.
• Achieved daily hours dialed requirements along with hitting front end targets and back end collection
percentages.
• Maintained an up-to-date knowledge of industry developments.
• Coached, motivated, and retained staff and coordinated bonus reward, and incentive schemes to increase
performance and scheduled adherence
ADJUSTMENTS TEAMLEADER, Blue Cross Blue Shield SC/Tricare 01/01- 08/04
Columbia, SC 800-***-****
• Managed and controlled day-to day activities of 20 finance technicians that provide financial services to
medical providers and beneficiaries.
• Review financial statements and activity reports, and other data to measure productivity and goal
achievement and to determine areas needing cost reduction and program improvement
• Established operational objectives and work plans, and delegated assignments to finance technicians and
support staff.
• Research and analyze provider and personal checks to adjust proper claims, daily balancing to insure
accuracy of deposits to PNC bank accounts,
• Ensure achievement of system, team and individual performance criteria and goals
• Provide employees with guidance in handling difficult or complex problems and in resolving escalated
complaints or disputes.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving
problems.
• Formulated and executed processes to ensure employee retention, lower attrition and meet service level
expectations.
• Prepared reports and audited procedures to monitor efficiency of operation.
• Ensured best practices are performed in accordance with BCBSSC policy, procedures and applicable federal,
state, and local laws and regulations.
COMPUTER NUMERIC CONTROL OPERATOR, Federal Mogul 03/96 – 01/01
Sumter, SC 284-***-****
• Top level machine operator. Machined/Finish pistons for Cummins, Caterpillar, and Volvo.
• Interpreting blueprints and work instructions. Inspects “first part”, consults with quality assurance, and
inspect work pieces throughout the production run, for out of tolerance machining.
• Post edits CNC program to fine tune process for optimum performance.
• Observe machine operation to verify accuracy of machine settings and to detect malfunctions or out-of-
tolerance machining, using precision measuring instruments such as micrometer and dial calipers.
• Adjust machine to control part process.
• A member of the safety committee from 1998 – 2001. Daily safety inspection of machining and Foundry
area. Ensure that employee have adequate PPE and adhere to PPE policy and procedures. Report and submit
documentation of work-related incidents to Safety Manager. Facilitate monthly safety meetings as instructed.
EDUCATION
Columbia Southern University
Orange Beach, Alabama US
Bachelor of Science
Major: Occupational Safety and Health
GPA: 3.5
Southern Wesleyan University
Central, South Carolina US
Associate Degree (Associate of Science)
Major: Business
GPA: 3.2
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