Customer Service Manager
Resume:
Pamela J. Abernathy
Knoxville, Tennessee 37919
Home Telephone: 865-***-****
Cell Telephone: 865-***-****
Home Email: abh5yl@r.postjobfree.com
SUMMARY OF QUALIFICATIONS:
Over fifteen years experience of supervisory/management skills. Six years
experience in call center environment, three years in medical group
management and eight years in the field of finance. Experienced in
personnel management, office administration, and business development.
EXPERIENCE:
DOGWOOD ARTS FESTIVAL -February 2005 to September 2010.
BUSINESS MANAGER
1. Prioritize projects for events. Making certain that all permits,
licenses, and paperwork is complete for all areas of events.
2. Prioritize and assign request from volunteers. Request for name
badges, cash, equipment, copies, invitations, signs, certificates,
awards, mailings and all supplies for events.
3. Accounts Payable
4. Accounts Receivable
5. Payroll
6. Daily operations of the office.
CENDANT CORPORTATION -January 1998 to January 2005
CUSTOMER SERVICE SUPERVISOR
1. Responsible for 21 customer service representatives, 3 support desk
agents, 3 internet/mail agents. This support includes handling
escalated calls/response from members and hotels.
2. Liaison between hotels and member, hotels and corporate offices as
well as members and corporate.
3. Assisted in launch of multi brand loyalty program, Including UAT (user
acceptance testing) for new systems for program.
4. Proofing and providing feedback on promotional materials sent by
marketing to members.
5. Set up goals for representatives and criteria for rating of
performance. Maintaining these goals once set on a weekly, monthly
and yearly basis.
6. Responsible for all correspondence to members by white mail and email.
7. Consolidating data for reporting department contacts.
8. Fax/Mail missing stay project: streamlined to ensure that all members'
accounts were documented and stays posed in a timely manner. Three
day turnaround on these.
9. Responsible for personnel growth and development of teams, including
annual performance reviews and recommending salary increases.
Including coaching and disciplinary actions when needed. Attendance
tracking per company policy including vacation, personal, and sick
time. Quality monitoring on all agents weekly to ensure quality of
service levels.
10. Responsible for redesigning customer service forms for program website
as well as assisted in some brand website forms.
11. Involved with Activities People Circle, this is the group that planned
activities for center employees.
DRS EDGAR AND DOLORES VICTORIA -June 1995 to February 1997
OFFICE MANAGER
1. Responsible for administration of 2 physician practice. Directly
responsible for all office personnel and daily operations.
2. Managed staff of 5 employees including hiring, training, performance
evaluations, terminations, disciplinary actions, etc.
3. Responsible for staffing of 2 office locations at all times including
vacations, high patient loads, employee illnesses and payroll, etc.
4. Responsible for all aspects of front office, filing of records,
billing claims, and customer complaints.
5. Responsible for overseeing scheduling of all hospital surgeries and
lab work.
6. Encourage team-oriented staff. Responsible for communication with
staff regarding new developments and new office procedures.
TRANSOUTH FINANCE - June 1985 - June 1995
OFFICE MANAGER
1. Loan applications and approvals
2. All aspects of collections for past due accounts.
3. Responsible for reporting to corporate office for monthly reports.
4. Processing loans through computer system and closing of loan.
5. Responsible for balancing of cash drawers and bank deposits.
6. Processing payments from customers
7. Credit checks working with credit bureaus.
EDUCATION
High School: West High School, Knoxville, Tennessee. Involved in
Vocational Child Care, Secretary of Choral department, Captain of Flag Team
and Drama department.
College: Draughons Junior College, Knoxville, Tennessee, Majored in
Business Management.
REFERENCES AVAILABLE UPON REQUEST.
Contact this candidate