Customer Service Manager

Samuel Reeves Anderson

** ******** *******, **********, *** Jersey 07882

908-***-****: 732-***-**** . ***************@*****.***

CUSTOMER SERVICE MANAGEMENT

An innovative service and process improvement manager with a proven record

of developing and driving exceptional customer satisfaction, performance

results, and profitability. Strong leadership, communication, team

building, strategic planning, and problem solving skills. Recognized for

having the ability to develop a client-focused organizational culture,

resulting in improved employee engagement results, employee and customer

retention, as well as increased productivity and quality overall. Skilled

compliance leader with demonstrated background in enhancing compliance

efforts and process alignment to minimize customer and corporate exposure.

Key Core Competencies

Call Center Management . Operations Management . Performance Management .

Quality Management . Training . Compliance . Training .

Creating a Culture of Inclusion

PROFESSIONAL EXPERIENCE

CHUBB INSURANCE COMPANY, Whitehouse Station, New Jersey

Billing Service Manager - 2001-2010

9 years managing a 12X5 Service Center, as a Senior supervisor and Manager.

Directing all call center team efforts to provide swift, accurate, and

professional telephone and Web-based responses for over 208K affluent

Property/Casualty customers. Responsible for development of collaborative

strategic plans, budgets, and administration of performance management for

teams of multiple disciplines. Drove efficiencies and service through

metrics, performance trends, process alignment, key vendor SLA's, and

technology solutions. Fostered an inclusive work environment through team

building, leadership engagement, clear performance expectations and

consistent feedback. Created a cross departmental service strategy team to

review organizational process alignment gaps that impact JD Power results,

quality, and productivity.

Key Achievements:

. Increased productivity, service, and compliance levels decreasing

staffing from 101 to 38 over a 4-year period by integrating new call

management technology, process improvement (end to end mapping) and

collaborative training.

. Realized a $275K annually savings and staff reduction from 8 to 2

employees for our collection process via 95% automation, gap analysis (

end to end mapping), training, and development of compliance guidelines.

. Established phone / web service strategy to maximize staffing resources

while providing segregated services to targeted customer groups ( VIP and

Emerging Customer groups)

. Increased cash flow and customer service via deployment of key vendor

SLA's and vendor operational reviews.

. Garnered Innovator of the Year Award 2x (2008 and 2009) for the

Collections Workstation, and Implementation of the Meta Storm BPM

application, the development of the Service Strategy Team.

PRUDENTIAL INSURANCE COMPANY, Homdel, New Jersey

Call Center Team Leader - 1998-2001

Headed all team telephone response efforts serving 528K Property/Casualty

customers. Consulted with management and supervisor teams to address key

issues. Coached and mentored teams to improve client consultation skills

and align with company policies and procedures. Trained, oversaw, and

mentored team members on company insurance products. Reviewed regularly

staff performance and introduced new product information as needed.

Provided feedback for quality assurance development. Provided technical

assistance.

Key Achievements:

. Drove team adherence to telephone response processes, ensuring accuracy,

timely response, and professionalism.

. Spearheaded design and implementation of One Call Resolution strategy.

. Implemented valued customer retention strategy via implementation of

dedicated service groups

. Recognized as knowledge specialist and key content owner for knowledge

management team

OXFORD HEALTH PLANS, Edison, New Jersey

Small Group Department Manager -1994-1998

Recruit, interview, hire and train staff in the implementation and

servicing of New Jersey Individual and Small Group Health Insurance Plans.

Provided leadership, coaching, training and support to successfully manage

the Small Group book of business. Support producer growth through best

practices, driving retention, profitability, expense management, and

efficiencies while delivering an excellent customer service experience.

Proven experience in operations, project management and customer experience

leadership. Excellent negotiation, analytical, presentation, listening and

communication skills.

.

Key Achievements:

. Received Manager of the Year Award.

. Designed and implemented a customer satisfaction survey to measure

customers experience

. Delivered customer experience training to all employees

. Developed and implemented call handling guidelines to achieve "Superior"

standards

. Worked with Human Resources to link performance management, career path

opportunities and

succession planning into a understandable process for employees

ADDITIONAL HISTORY

Full details available on request

EDUCATION

Wright State University, Dayton, Ohio

PROFESSIONAL DEVELOPMENT

Currently pursing acceptance at Centenary (CAPS Program)

TECHNICAL SKILLS

Microsoft Office Suite (intermediate to expert ) . Lotus Notes 8.5 . High

Path Call Management System . Nice Call Monitoring System

Articulate and Engage Software Suite . Meta Storm Provision Process Mapping

Tool

VOLUNTEERISM

Third Alliance Homeless Shelter . Warren/Sussex County Branch NAACP

Treasurer

State of NJ NAACP Membership Committee . Warren County United Way Volunteer

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