Customer Service Manager

Candi Elaine

*** ***** ***. *********, ** ***** 714-***-**** celaine2011-

****@*****.***

Dedicated business professional known for my strong leadership presence,

analytical thinking, and commitment to superior customer service seeking a

Call Center/Customer Service Management Position at a company that shares

my strong work ethics and values.

KEY SKILLS

BA - Business Administration 9 Years Managing Inbound Call Center

Self-Motivated Highly Efficient

Recruiting and Hiring new personnel, Excellent Verbal and Written

Knowledgeable in Labor Laws and HR Communication Skills

Active Listener/Critical Thinker Excellent Leadership, Training, and

Customer Service and Goal Oriented Coaching Skills

Proficient in Computer Applications Creative Problem Solver

Professional Experience

CUSTOMER SERVICE MANAGER (1986 - 2009)

The Capital Group Companies Irvine, CA

. Overall responsibility for all business operations and customer

service units including hiring, firing, and managing/reviewing

associate's performance.

. Handled business solutions while implementing new service ideas and

processes.

. Assessed and monitored work load, administrative and support systems,

and internal reporting relationships.

. Planned, directed, and coordinated, through subordinate level staff,

the departments work plan; assigned projects and areas of

responsibilities; reviewed and evaluated work methods, work unit

performance, and company procedures.

. Worked with all levels of management including HR with associate

performance issues.

. Built strong teams of staff to achieve high performance through

identification of key attributes and delegation.

. Achieved in-depth business knowledge skills of the mutual fund

industry principles and management of internal systems that resulted

in successful management of the business units.

ADMINISTRATIVE SERVICES MANAGER (2001-2009)

. Effectively coordinated all logistics for company move within Orange

County with minimal downtime or impact on business production.

. Coordinated the staff requirements, training initiatives, and

associate performance. Provided guidance and coaching to Team

Managers, analyzing and resolving business issues.

. Successfully conducted cost analysis and expenditures for 180,000

shareholder source boxes stored seeking out competitive vendor

proposals which reduced overall storage costs.

. Successfully implemented process changes and initiative to reduce

overall costs with color requests through outsourcing, equipment

maintenance and upgrades.

. Implemented incoming shareholder requests through upfront scanning to

all offices. Developed initial project plan, and testing and project

statement for roll out to business unit and cross-sites.

BUSINESS OPERATIONS CUSTOMER SERVICE TEAM MANAGER (1995-2000)

. Managed a department of Associates in the processing and workflow

business unit.

. Created an internal system to balance and process shareholder requests

across service centers daily, including a capacity plan, forecasting

strategies, training expectations and reports for ongoing analysis.

. Worked directly with NCR and our third party database unit to ensure

that all incoming cash items were deposited into the individual

accounts at the current market close, micro-encoded for the right

amount, and microfilmed for future reference.

. Recruited/hired associates across four service centers while training

counterparts to recruit and hire within their own office.

. Reviewed capacity plan, forecasting strategies and training

expectations.

. Facilitated leadership and coaching sessions with peers within the

business units.

CALL CENTER SUPERVISOR (1992-1995)

. Managed a department of Associates at the customer service call

center. Oversaw calls from shareholders and financial advisers

regarding mutual fund investments.

. Selected trained motivated, and evaluated assigned personnel in high

volume call center, ensured staff was properly trained, ensured staff

followed established guidelines, ensured staff was aware of and

maintained knowledge of applicable company regulations, worked with

employees to correct deficiencies.

. Coached associates on research and problem-solving solutions.

. Handled irate callers and provided business solutions as appropriate.

. Conducted training classes on attributes of customer service, advanced

telephone effectiveness strategies/business solutions and handling

irate callers.

Trades/Teleprocessing/NSCC Supervisor (1991-1992)

Lead, Shareholder Research, (1990-1991)

Senior Fund Representative (1987-1990)

Account Processor (1986-1987)

Education

UNIVERSITY OF LAVERNE - LaVerne, CA

Bachelor Degree - Business Administration

Business and Economics College / Business and Public Management Department

Professional Development

. Franklin Time Management (Covey)

. Driskill Communication and Interviewing Skills (David Driskill and

Associates)

. Executive Leadership (Esposito Communications)

. Interaction Styles and Working Remotely (Gerke Consultants and

Development, LLC)

. Leading Change (Lee Hecht Harrison)

Technical

MS Word, Excel, MS Project, PowerPoint, Access, Microsoft Office, Calendar

Creator, LDRPS, SAP, Advanced Lotus Notes, Cisco IP Phones, Six Sigma White

Belt

http://www.linkedin.com/in/candielaine [pic]

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