Customer Service Manager

Mobile: 757-***-****

E mail: ***************@***.***

Marlon Crepsac

Objective Obtain FT position in the service industry. I am prepared to accept and handle the responsibilities of most

public related work i.e.: Management/Supervisory, Customer Service, and Clerk, in accordance with the

Summary organization’s laws, policies, and procedures. Furthermore, to Improve the quality of company relations and

of clientele satisfaction while complementing the performance of the support staff.

qualificatio Most valuable assets: Flexibility and the ability to adapt and work in any type of environment and settings. The

ns ability to quietly and effectively deal with all types of difficult or challenging situations and personnel. My

experience in the US Army and a variety of job settings has greatly contributed to my sense of loyalty and

comradery towards my superiors and my peers. I have an acute sense of responsibility and professionalism

regarding any assigned work and special projects.

3/2010 Present Convergys Charlotte, NC.

Team Leader (Supervisor)

Transform low performers to high performance teams by monitoring; training, developing, coaching,

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Work positive feedback, and mentoring team members.

Experience • Monitor, identify and resolve performance/behavior/attendance issues by providing input in accordance

with the organization’s policies and applicable legal requirements using prescribed performance

management techniques.

• Effectively interact with team members of diverse backgrounds and temperaments, demonstrating

genuine interest, maintaining open lines of communication, and being an advocate for team members.

• Coach team members on their performance on a regular basis, and write and deliver bi annual

performance appraisal.

• Identifying areas of opportunity while adapting coaching styles depending on the situation and

audience, providing specific and constructive feedback and encouraging team members in incremental

performance improvement.

• Consistently monitor team to proactively identify potential problems and ensure resolution through

appropriate guidance

• Develop relationships within the supporting business units (e.g., Human Resources, Work Force

Management (WFM), Quality, etc.).to help resolve team impacting issues

• Analyze performance trends and assist in creating action plans to improve behavior, promote

recognition of individuals to improve retention

• Conduct recruiting efforts, attend calibration sessions, and participate in conference calls.

• Assist other Team Leaders when needed

Participate in celebratory events and contests

4/2007 4/2009 COX Communications Chesapeake, VA.

Call Volume Analyst Sr.

Responsible for providing call volume projections, average handle time, staffing requirements,

and manpower schedules utilizing electronic workforce management software (eWFM), real time

adherence software (RTA), ASPECT, Cisco systems, PeopleSoft, and other various applications

Planes for the impact of response to advertising, promotions, product launches and seasonality to

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ensure adequate staffing for anticipated call volume

Monitors and analyzes call volume, service level, staff shrinkage, and (AHT)

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Maintains various databases tables used to forecast, schedules, monitor, or report call center

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effectiveness by entering new changed information

Interfaces with various cross departments such as (NMC), (NOC), & (SOC) entities, as well as

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Directors, Group Managers, Team Managers, and Supervisors involved with developing tracking/reporting

systems, database development, and telephone queuing and call control table maintenance, to ensure

standards and business needs are met accordingly

Adjusts staffing to meet demands for meetings, training, or other time off the phone activities

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Cross train team members on design structures, methods and links in order to enhance their skills

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and knowledge

Compiles and extracts information data for Customer Service departments using multiple

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software applications and databases such as CORE, ASPECT, eWFM (eSP), and SCOUT Apps.

3/2004 2/2007 CMA CGM (America) Inc. Norfolk, VA.

eServices Support Analyst/Marketing

Account Administration

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Verify/Validate incoming registration requests

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Processed applications and validated requests for website access

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Prepare & distributed contract agreements to customers companies requiring upgrades to current

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access and for upper level access to company website functionalities

Provide analytical support on website upgrades & enhancements

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Contributed to various departmental processes & procedure revisions through joint collaboration

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with local & overseas corporate (HO) management personnel

Customer support

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Troubleshoot web customer account issues

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Document, troubleshoot, &/escalate reported tech issues on company websites & customer accounts

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Registration assist & website features/functionality walkthroughs

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Maintain documented data spreadsheets and database applications/platforms

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Responsible for website postings of customer advisories, notices, & Co. service updates (HTML).

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Training

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Provide thorough training/walkthroughs upon customer registration for various levels of access, of

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site functionality & features.

Conducted area specific (new hire) training & walkthrough to internal personnel of website

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features, functionality, and enhancement upgrades

Conducted Area specific training to Import & Export customer service & documentations

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departments

1/2003 3/2004 MCI Chesapeake, VA.

Traffic/Scheduling Analyst

Managed real time call volume to operators, using Call Center Management Information System

(CCMIS), ensuring that product queues are adequately staffed to handle forecasted calls. This involves the

efficient use of operator resources, by coordinating with in house Unit Managers and other Call Centers

nationwide to balance the traffic flow, so that optimal staffing levels are met system wide, thereby

providing quality service to customers.

Analyze historical (Data) call volume trends in order to accurately schedule operators to

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handle forecasted calls, using the Tele Center System (TCS) and various reports.

Generate and maintain associated daily and monthly Excel spreadsheets/reports

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for tracking the Call Center’s real time and month to date call volume (call offered & handled),

average speed of answer (ASA), average work/handle time (AHT), percent of occupancy (talk

time/manned phone time), operator schedule exceptions and staffing. Identify areas of imbalance

between specific product queues and operator staffing, then report.

2/2000 1/2003 GC Services Chesapeake, VA.

Unit Manager

Inbound/Outbound Call Center environment, supervised a team of 20 30 International & General assistance

operators as well as Pre paid customer service operators for MCI.

Performed weekly monitors, and annual associates performance evaluation (Reviews), set goals

for new week, held weekly team meetings to review policies and procedures. Individual one on

one product refresher training and coaching. Ensure there is 100% quality & customer care in

customer service in every call/operator.

Revolving shift Manager (day/eve/over), performed calculations for center wide attendance percentages,

attrition rates and various company audits (Excel spreadsheets). Created, upgrade, and maintained

internal/external department Language Screening/Certification process and procedures spreadsheet (Excel).

Trained on (CCMIS) call management application, and some Traffic/Scheduling analysis.

9/1999 2/2000 GC Services Chesapeake, VA.

International/General Assistance Operator

Inbound/Out bound Call Center environment, assist customers in placing calls to and from domestic and

international locations, collect, residential/business accounts, pre paid customer service/calling card accounts for

MCI.

Provide product/service information to customers.

Address customer complaints and concerns.

Handling/follow up on product related tech issues.

2/1998 1/1999 I N I King Vibes Flatbush, NY.

Assistant Store Manager

Organized the operations of the music store, maintain and developed work schedules for 2 employees.

Processed/ conducted inventory of store merchandise; records, compact music disks (CD), DVD, audiotapes,

and videotapes (VHS), as well as reading materials, books, magazines, & various newspapers for storeowner via

IBM computer.

Handled internal/external customer escalations, complaints, and all other concerns.

1996 1997 U.S Army FT. Hood, TX.

Chemical Operations Specialist

1995 1996 U.S Army

Guantanamo Bay Cuba, WI.

Chemical Operations Technician

1994 1995 U.S Army FT. McClellan, AL.

Chemical Operations Trainee

1993 1994 Merrill Lynch New York, NY.

Data Base Clerk

1990 1993 Woodhull Hospital Brooklyn, NY.

Certified Nurse’s Assistant

Education 1994 1995 U.S Army Chemical School FT. McClellan, AL.

Diploma Chemical Operations SP

1993 1994 Hunter College, CUNY New York, NY.

Biological Sciences, Full time course work.

1988 1993 Bushwick High School Brooklyn, NY.

High School Diploma

Introduction to Health Occupations (Nursing Assistant Certificate)

Languages

French Creole

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