Manager Customer Service

Camillia Gardner

**** ******* **** **** ******, Ut. 84088

C:801-***-**** H:801-***-**** W:801-***-****

Email: abh6jk@r.postjobfree.com

Skills and Experience:

Managerial, Supervisory, Training, Coaching, and Call Quality Experience

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Trained in Excel, Word, Linux, Power Point, HTML & all Windows Programs

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Effective Negotiation Skills

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Strong Motivator of Myself and Others

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Education:

Salt Lake City Community College GED June 1999

University of Phoenix Business Management No Degree

Employment History:

Essilor of America: Customer Service/Warehouse Manager From: 02/2010 To: Current

Restructured phone lines to add personal extensions, voice mail, and call recording capabilities while

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providing a significant cost savings

Created call quality measurements and feedback processes

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Recognized inefficiencies and limitations with initial program software worked with developer to increase

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inventory accuracy, decrease shipping time, streamline order processing and invoicing, and improve customer

communications.

CompuCredit: Collections Manager From: 06/2007 To: 03/2010

Strategically managed collection efforts for pre charge off accounts

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Created and conducted negotiation trainings

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Utilized motivational techniques to keep representatives focused and productive

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Led team to first place nationwide for eight consecutive months and received five top team site rewards

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Created and implemented effective dialer strategies

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Worked closely with IT group and site director to implement improvements with a skip tracing tool

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Created collector effectiveness measurement reports

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Verizon Wireless: Customer Care Supervisor From: 08/2004 To: 06/2007

Coached representatives on creating a world class customer experience

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Created win win resolutions on escalated calls

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Monitored representatives performance

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Provided support in resolving technical issues

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Discover Financial Services: Sr. Account Manager From: 01/2001 To: 11/2003

Secured payments arrangements on pre charge off accounts

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Helped team production by sharing best practices

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