Customer Service Manager
Resume:
Kandice McKinney
*** ******* *** ***********, ** 37405
***************@*****.***
CUSTOMER SERVICE MANAGER
Profile 6+ years of experience as a high performing customer
service and sales manager
Managerial roles in both inbound and outbound call centers
Specialized skills in coaching individual and team
behaviors, monitoring quality assurance, facilitating
continued education trainings, and ensuring sales goals are
attained and exceeded.
Extensive knowledge of Microsoft Office applications,
Avaya IP Agent, Impact360, Remedy, CMS Supervisor, and
Performance Manager.
Ability to analyze and interpret call center reporting data
and metrics to achieve KPI's targets
Strong ability to work in a team environment, matrix
management environment
Develop action plans, identify behavior trends, support
improved business processes, complete payroll, complete
performance documentation and handle customer escalations.
Synopsis of Recognized for improving my teams metrics 44% within a 6
Achievements month period.
Drove proactive sales totaling over $243,000 from July
2010-July 2011
Sales certification with nationally recognized training
corporation, C3/ CustomerContactChannels
Chosen to participate in the hiring process, interviewing
potential Representatives as well as Team Leads
Train and develop newly promoted Team Leads
Ranked in the top 3 of 40 Managers consistently
Employment T-Mobile USA, Chattanooga, TN 2008 - Present
Manager, Sales and Service Organization
September 2008 - Present
Weekly 1:1 coaching sessions to improve
performance in sales and customer service.
Monitor calls both remotely and side by
side for quality and handle escalated
customer calls
Manage team staffing/attendance to ensure
service levels are met
Develop and implement action plans to
target behaviors for performance
improvement
Assist in day to day operations of staff
and peers in order to support queue
management, call volume and call center
operations
Recognize and reward achievements to
motivate my team and peers
Insurance IQ/ Advisor Recruiting, 2005 - 2008
Chattanooga, TN
Manager, Recruiting/ Lead Generation
October 2005 - September 2008
Provide on the spot feedback in a fast
paced recruiting and lead generation
environment
Manage productivity of individuals and
multiple teams to attain daily recruiting
and lead generation goals
Recognize a reward achievement constantly
to motivate representatives to increased
performance
Education The University of Tennessee, Chattanooga, 1996-2000
TN
BA, Psychology
References Furnished Upon Request
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