Customer Service Manager

ALVIN G. HUGHEY

COLUMBIA, SC ***** T: 803-***-**** ***********@*****.***

COLUMBIA, SC 29229 T: 803-***-**** ***********@*****.***

• OPERATIONS / SENIOR MANAGER: CUSTOMER SERVICE

Project Management / Product and People Development / Delivering Results

•

Objective:

Seeking a management position with leadership responsibilities including problem-solving, planning, organizing and

managing budgets to achieve company goals.

Career summary:

A highly-experienced, results-focused manager with over ten years of broad-based information technology experience

in the telecommunications and financial industries. Possesses proven leadership and business operations capabilities

combined with excellent technical communication, presentation and customer service skills. Experienced at large

enterprise account management, business turn-around, management of financial products and professional services.

Job Skills:

• An experienced team leader with the ability to initiate/manage workflow distribution and floor management to

ensure service levels/goals are met.

• Efficient at hiring, training, developing, motivating, coaching, evaluating and retaining qualified staff.

• Analytical thinking, decision-making and problem-solving skills.

• Strategic planning, execution, organizing and extensive new product development using Fast Cycle Time.

• Excellent interpersonal and communication skills.

• Project management skills: influencing, leading, negotiating and delegating abilities.

• Extensive training and experience in the field of conflict resolution.

• Able to adapt and successfully navigate stressful situations.

PROFESSIONAL EXPERIENCE

VERIZON WIRELESS 2005 – present

Customer Service Manager

Call Center Operations: Manage operations for over 20+ customer service representatives, directly monitoring and

coaching to their call center performance. Monitor service levels, call volumes and schedules to ensure that a service

level of 85% is consistently maintained. Take action needed to ensure customer satisfaction, cost control, and

efficiency so as to maintain a Net Promoter Score of 55% or better in the center. Develop daily call center team plans

with strategic personnel. Resolve escalated complaints and issues, ensuring first call resolution. Facilitate team

meetings; create agendas.

Selected Achievements

• Established higher call center standards by redesigning employee performance score cards to capture essential

qualities of high-level customer service.

• Spear-headed Average Handle Time and Transfer Rate Reduction projects that resulted in reductions of 20% and

25% respectively.

• Developed “Nesting Area” training resource for “bottom 20%” of supervisors to quickly allow them to implement

new strategies and process improvements for success in all areas.

CAROLINA MORTGAGE GROUP 2003 – 2005

Senior Manager

Over 100 Million in value added for Lending and Banking and Industry.

Managed entire loan process from application to closing including resolving credit, title, appraisal, documentation and

underwriting issues. Trained and mentored new loan officers on company policy and loan origination strategy which

led to a 200% increase in productivity and profitability for the company.

Selected Achievements

• Launched annual cost reduction of 50% starting in 2004 by reviewing/evaluating the design and obtaining

automated underwriting engines to assess credit and collateral risk for conventional and FHA loans to improve

customer approval, serviceability and reliability.

• Reduced error rates on loan closings by 65% as a result of developing and training team members.

COLUMBIA CONSULTING GROUP, LLC 2001 – 2003

Production Manager

Supervised and doubled the production of my sales group, leading to a 150% increase in revenue for the company. Produced

sales of new purchase, refinance, and equity access mortgage services for national direct lenders. Generated new business

through presentation of bank products to customers.

Selected Achievements

• Multiple recipient of the ‘Top Producer of the Month Award’.

EDUCATION / CERTIFICATIONS

• Bachelor of Science in Finance and Management (Double Major), University of South Carolina

• Certificate: A+, 2011

• Completed Disney Leadership Course, 2010

PROFESSIONAL AFFILIATIONS

• National Achievement Scholarship Recipient

COLUMBIA, SC 29229 T: 803-***-**** ***********@*****.***

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