Customer Service Manager

Call Center Professional

Qualifications Profile

Highly motivated, reliable and seasoned manager with more than 10 years of

extensive experience in customer service, sales, program and account

management. Adept at providing expert direction of client services and

operations to ensure quality customer service and sales success.

- Effective leader, with exceptional mentoring skills, able to build trust

and effectively motivate contributors to perform at their best, resulting

in project and company success.

- Extraordinary communication and presentation skills resulting in strong

cross functional collaboration and partnership.

- Accustomed to producing high quality results amidst stress-filled,

deadline-based environments.

- Extremely productive and hardworking, consistently entrusted to handle

increasingly progressive and complex responsibilities.

- Versatile and flexible, skilled at handling multiple and complex projects

to meet budget and time responsibilities.

- Proficient in all facets of call center operations, including telephony,

routing, intelligent routing, screen pops, screen scrapes and reporting.

Core Competencies

Leadership and Supervision

< Skilled at leading diverse teams from direct and remote locations.

< Experienced leadership in recruitment, hiring and all aspects of

performance and client management.

< Adept at mentoring all levels of staff resulting in strong, well-

organized and skilled teams.

< Expert oversight on client services and operations teams.

Account and Project Management

< Extensively capable in planning and overseeing the implementation of

new campaigns as well as changes to current, including client

meetings, business requirements, testing and delivery sign off.

< Expert in analyzing statistical data to ensure service level and sales

success.

< Adept in conceptualization, development and management of robust

project plans from start to completion, having completed the RMC

Project Management Course.

Client/Customer Relations

< Effective in establishing strong and sustained client partnerships.

< Keen in ensuring that client requirements/goals are effectively

communicated, understood and implemented.

< Excellent in utilizing partnering skills with entire client support

team for complete project success.

< Exceptional in bringing internal, external and client departments

together to ensure a partnership environment that surpasses goals and

requirements for all involved.

Professional Experience

Program Manager Interactive Response Technologies ? Houston, TX 2009-

2011

V Led the team that produced 15% increase in sales with a 16% increase

in quality during the same time frame on the AT&T project.

V Increased FTE from 115 to 192, FCR by 20% and product stick rate by

15% in the 1st four months.

V Restructured Training and Quality Assurance departments which resulted

in a 20% increase in new agent productivity over the first 90 days.

Client Services Program Manager West Customer Management Group ? Spokane,

WA 2001-2009

V Led a team of Account Managers that facilitated the successful set up

and management of current and new clients that include Bank of

America, General Electric, American Red Cross, Physicians Mutual,

Cablevision, and Supervalu.

V Presented client services overview at sales presentations to potential

clients.

Account Manager West Customer Management Group ? Spokane, WA 2000-2001

V Liaison between client and all internal departments to ensure project

success.

V Managed the coordination of client and internal meetings.

V Developed and implemented invoice procedures, internal and external

reports needed to ensure effective program management.

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