Customer Service Process Improvement

Floyd Tillis

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

PROFESSIONAL SUMMARY

Management professional effective at building highly-motivated teams, as well as leading cross functional teams in a fast

pace environment. Obtained 11 years of Call Center/Customer Service Supervisory experience. Ability to increase

performance through sound coaching, best practice, monitoring, and continued trainings. Proven ability to exceed

departmental goals, and aid peers with process improvement. Managerial skills in negotiating, instructing and supervising

Call Center representatives. Leader experienced with all facets of hiring, training, coaching and developing processes of

Call Center Representatives.

SKILLED

Customer Focused Structured Call Monitoring

Effective Problem Solver Familiar with Key Performance Indicators (KPI’s)

Process Improve Specialist Strong Call Center up bringing

Excellent Coach and Mentor Sales Consultant

Technical Support Team build ability

Experience:

Direct Sat USA Cable &Internet Mokena, IL

Supervisor – Customer Care Nov 2012- July 2013

• Managed and reviewed daily Performance Indicators, targeting company’s goal

• Coached and Monitored dispatchers with intent to decrease potential customer

escalations

• Increased company revenue by implementing transitional sale project

All State Insurance Woodridge, IL

C ustomer Care J an 2012-Nov 2012

• Accountable for managing performance metrics and company reporting

s ystem

Comcast Corporation Tinley Park, IL

Supervisor – Customer Care Sept. 2000-OCT.2011

Manage & coached teams of front line employees in 24/7 Call Center

Served as a report analyst for the Call Center to roll out projects, and trending results

Monitor & approve employee schedules & payroll records

Initiate training and development courses conducive to promoting a professional work environment

Administer Corrective Action documents addressing performance, compliance & behavioral issues

Monitor representative interactions with customers to assure quality communication is utilized on a

daily basis

Implement Action Plan as needed to enhance competency for employees

Prepare Yearly Reviews, which measured teams’ strengths and areas of improvement

Education East West University- Chicago Il. - Bachelors: Business Administration

Computer Software Microsoft Words, Excel, and Power Point, Outlook, Internet, CSG, Equality

1553 w. 122nd Place, Chicago Il. 60643 312-***-**** ********@*******.***

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