Manager Customer Service
Resume:
DAVID P. MATTHEWS
Chesapeake, VA 23323
***************@***.***
Customer service professional with extensive managerial and leadership
experience gained through 14 years of call center and help desk employment.
Strengths include strong interpersonal skills and multi-tasking abilities
developed as a team and project manager. Self-motivated individual who
works hard to get the job done efficiently and accurately.
AREAS OF EXPERTISE
Escalated Resolution Management
. Conflict management
. Networking and building relationships
. Account Retention
Customer Service Management
. Teambuilding and leadership
. Mentoring and coaching agents
. Strong written and verbal skills
Operations Support Management
. Maximizing scheduling and staffing
. Training and development
. Proficient in Microsoft Word, Excel, and PowerPoint
MANAGEMENT EXPERIENCE
HSBC CARDS August 2000 - June 2011
Project Team Lead (August 2010 - June 2011)
. Recruited into position to be a subject matter expert for the
Customer Care department
. Acted as a liaison between program managers and site management
. Validated test scripts, ensuring operational and compliance
requirements were satisfied
. Co-managed a cross-functional team of 27 testers
. Developed and implemented performance expectations and auditing
procedures
Unit Manager (October 2001- July 2005, July 2008 - August 2010)
. Supervised and coordinated work activities for a Customer Care team
of up to 17 agents to drive maximum performance in service,
sales, and escalated customer relations departments
. Monitored team performance to ensure all policy requirements were
met
. Documented coaching and performance evaluations
. Mentored high potential team members
. Resolved escalated customer requests
. Worked closely with senior management and peers to develop intra-
and inter-site contests to motivate team
. Earned "Team of the Month" for March 2004, October 2009, and
November 2009
. Awarded "Professional of the Month" for December 2002 and June 2009
. Won "To the Point" trip for top sales in 2002
Manager Operations Analyst (July 2005 - July 2008)
. Managed a staff of up to five analysts
. Provided reporting on site performance and developed Microsoft
Excel reporting templates to best fit operational objectives
. Monitored real time and historical performance to proactively
identify trends and
developed appropriate responses
. Collaborated with internal and external stakeholders on training
needs and scheduling
. Awarded "Professional of the Month" for June 2007
MERCHANT-LINK, LLC. May 1997 - May 2000
Technical Support Manager (June 1998 - May 2000)
. Co-managed a 24x7 help desk environment of over 50 technicians
. Served as a technical and service-oriented escalation point
. Monitored performance metrics and system access
. Interviewed, hired, and trained new technicians
. Provided "soft skill" performance feedback and coaching
. Maintained cost-of-doing business data for marketing department
CROWN BOOKS
Nov. 1993 - May 1997
Store Manager, Super Crown (Oct. 1995 - May 1997)
. Managed store operations-hiring, marketing, and inventory
. Awarded "Outstanding Store Manager, East Coast" for 1996
EDUCATION
Bachelor of Science, Aerospace Engineering
May 1991
University of Maryland, College Park, MD
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