Customer Service Manager
Resume:
Kenya D. Johnson
Las Vegas, NV. 89107
To work for a company that implements team work, a company where growth is
welcomed and in vivo. Really tired of the temp agencies and want to be a
permanent part of a goal oriented team. The following is important to me in
a job, opportunity for advancement, an emphasis on learning, development, a
good balance, being part of a fun and most importantly a professional work
environment. I aim higher, reach further, dream bigger and approach each
day with confidence.
Work Experience:
Dates Employed: Job- Title - Company 1/2010-Present
General Responsibilities: -Manager Retention Dept/Account services/Sales-
Clearwire, Las Vegas. Partner with management and outlying groups to
promote Retention efforts, increase competition awareness, overcome
objections, and bridge gaps of opportunities to increase service results.
Provide coaching and feedback on employee performance that insures
consistency and a high level of customer service. Serve as a key point
of contact and resource for activations and technical teams. Make
proactive customer calls to ensure customer satisfaction and retention.
Avoiding churn and developing successful proactive solutions to support
canceling customers and to identify high-risk clients and come up with ways
to turn them into satisfied customers. Promote retention strategies while
fostering a competitive environment that enriches the customer experience.
01/2009 -01/2010 Present Guest Services Agent/ PTT Marketing: Las Vegas
Inbound Call center for ambassadors of Westgate Towers, qualifying and
confirming all tours, preparing manifest for transportation dept, assisting
operations Mgr daily with all duties, payroll, data entry etc. Company went
out of business.
8/2008-11/2008 Collector/Loan Services Rep Call Center/ Wyndham Consumer
Finance: Las Vegas
Inbound & Outbound Dept for timeshare owners', to collect maintenance dues.
Temp for Appleone
03/2008-11/2008 Guest Services/Team Lead Customer Service Rep: The
Flamingo: Las Vegas NV
I answer all incoming calls for resort on multi-line phone system, transfer
calls to appropriate Depts. And guest, dispatch service calls to techs on
property, assist guest with dinner and show reservations, wake up calls,
assign all NRG statuses and on call information for Dept Managers. I
schedule room, restaurant, and show reservations. Temp for Appleone
05/2007-03/2008 - PABX Supervisor/ Hotel Operator: The Mirage
I answered all incoming calls for resort on multi-line phone system,
transfer calls to appropriate Depts. And guest, dispatch service calls to
techs on property, assist guest with dinner and show reservations, wake up
calls, assign all NRG statuses and on call information for Dept Managers.
Temp for another employee who was out on maternity leave.
03/2006 - 03/2007 - Casino Customer Service Supervisor/ VIP Rep
Reservations: Bally's/Harrah's Entertainment
I scheduled room, restaurant, and show reservations for diamond and seven
stars guest utilizing LMS,CMS, GSW and WINET systems to extract data for
required information, I process refunds, bill backs and incidental charges.
Call Center environment, Heavy calls daily, Assist players with information
on services available and coordinated all necessary arrangements as
required. Ability to work in a fast-paced, busy, and somewhat stressful
environment and maintain physical stamina, proper mental attitude while
providing 5 star/5 diamond service levels while dealing effectively with
guests, management, team members, and outside contacts while working under
pressure and meeting deadlines. Marketing experience.
12/2005 - 03/2006 - Patient Services Supervisor / PBX Supervisor: Fremont
Medical Clinics of Nevada
I operate PBX board, heavy call volume, File, Schedule Appts utilizing
Misys Tiger & Misys Desktop programs, Check In/Out patients, verify
insurance. I understand, interpret, explain and apply law and regulations
applicable to areas of responsibility; work collaboratively in a team
environment with Doctors and staff, exercise tact and diplomacy in dealing
with sensitive issues and situations; exercise sound judgment within
established guidelines; establish and maintain highly effective working
relationships with practice managers.
10/2005 - 12/2005 - Administrator: Davis Funeral Home
Las Vegas, Nevada
I prepared clergy files, typed certificates of death, Answered phones,
assisted families in the pre-need and at-need depts. Was responsible for
all advertising via Review Journal for all the obits columns, Temp agency
3/2005 - 10/2005- Customer Service Rep: Lloyd Pest Control - Call Center
San Diego, California
Incoming Calls for Pest Control, Dispatching calls out to route techs,
Scheduling trouble calls for clients and annual service calls, processing
credit card payments via phone, Retention marketing, And new sales calls.
Temp Agency
11/2004 -3/2005- Customer Service Rep/Supervisor: ProFlowers-Call Center
San Diego, Ca
Call Center Order intake, Processing refunds and credits for all credit
card paying clients, heavy inbound Customer calls I personally handled
escalated calls.. This was is a seasonal position; I only work during the
busy holiday season, part-time. Temp Agency
4/2002 - 10/2005 -Hiring Manager: Credit Solutions Corp - Call Center
San Diego, California
Interviewed qualified applicants for an asset recovery call center,
conducted orientation for new hires, prepared call reports, budget reports,
Collected, organized, and reviews all new hire paperwork for accuracy and
completeness. Imputed all appropriate new hire information into the
Employee Management System (EMS) Developed and maintained employee files.
Processes weekly payroll including review of time clock input and uploads
(daily/weekly), reports on any discrepancies and manual overrides, making
corrections to any payroll errors or variances, and communicating to Area
offices when payroll is complete and transferred.
.
9/2002 - 11/2004- PBX / Receptionist: La Vida Real
Rancho San Diego, Ca
I maintained all front desk duties, phones, made daily appointments and
travel arrangements for the executive director, prepared log for drivers,
all bookkeeping and accounts payable, updating client information on a
daily basis. Temp Agency
2/2003 - 3/2004 PBX/Receptionist / Order Processor /Gary Manufacturing
San Diego, Ca
Accounting duties using QuickBooks Pro 04, answering phones
Preparing packing slips, order taking for various custom orders, I inputted
All pertinent information in PC. And order tracking. Temp Agency.
1/2001 - 4/2003 SUPERVISORS/ Manager: American Agencies - Call Center
San Diego, Ca
I would call delinquent customers and arrange payments, take payments via
walk-in customers, skip tracing and updating credit reports, often worked
in the QA dept. to insure federal rules and regulations were being
implemented according to company rules and regulations, training when
needed, also Provided feedback to Resource Management of any noticeable
flaws or Inaccuracies in call reporting data and works to improve reporting
system. Monitored and evaluated staff performance levels and developed
Performance improvement action plans to meet projected needs and Customer
services objectives. Company lost contract with SBC we were all displaced.
02/1995 - 10/2000 ASST SUPERVISORS / PBX: Gray Line Tours San Diego, Ca
Assist hotel concierge in booking tours for clients to various locations,
PBX duties,
Dispatching, preparing driver schedules, AP/AR. Company was bought out by
Coach USA.
Education:
Dates; School; Degree; Location;
6/1993 UCLA/ Bachelor's Degree- Westwood - California - US
6/1990 Concorde School of Business -Certification Van Nuys - California -
US
6/1988 AVC/ Associate Degree Lancaster - California - US
08/2009 University of Phoenix/ M.B.A - Las Vegas
Skills:
-Plan, schedule and manage conference calls and meetings
-Manage databases
-Excellent time management, planning, organizational, interpersonal and
technical skills
-Effective liaison and problem solver
-Capable of managing workflow and meeting deadlines
-Proactive with ability to initiate and complete projects
-Detail oriented and extremely critical of own work production
-Superior work ethic and high regard for professional conduct
-Ability to focus on high level initiatives and planning while working on
the execution of day to day
-Ability to manage and create PowerPoint, Excel & Word presentations
Skill Name Skill Level Last Used/Experience
Excel- Beginner 2 year ago / 1 year
QuickBooks- Intermediate Currently used / 2 years
Yardi - Intermediate 1 year ago / 1 year
Languages:
Languages: Proficiency Level
English: Fluent - Full Knowledge
References:
Reference Name: James Harris
Reference Company: Greenville Police Dept.
Reference Title: Police Officer
Phone: 504-***-****
Type: Professional
Reference Name: Noelle Gage
Reference Company: Homeland Security
. Reference Title: Manager 702-***-****
Type: Professional
Reference Name: Aquiline Jackson
Reference Company: Freedom Group
Reference Title: Financial Advisor
Phone: 702-***-****
Additional Info
I have 24 years Customer Service experience in a call center, and
Executive environment. I have management experience in a call center,
training experience in the call center, and a natural talent to
motivate, up-sell and problem solve, Multitasking is my specialty, and
I enjoy all aspects of Customer Service and the first contact Dept. I
enjoy interfacing via telephone and face-to-face as well. I have often
worked two jobs at the same time, so hard work is welcomed. I have the
Ability to communicate with individuals at all levels of an
organization.
Continual attention to detail in composing, typing and proofreading
materials, establishing priorities and meeting deadlines.
I display the ability to work in a fast-paced environment with
demonstrated ability to juggle multiple competing tasks and demands.
Knowledge of a variety of computer software applications in word
processing, spreadsheets, database and presentation software
including, but not limited to, Microsoft Office Suite (MSWord, Excel,
Access, PowerPoint). High-energy, growth-oriented professional with
demonstrated leadership abilities, integrity and passion for Customer
Service.
Description of my perfect job: I want to work for a company that
promotes growth and implements dedication.
Desired Salary: 15.00 USD per Hour/ flexible as long as it makes sense
to us both.
Job Titles held: Customer Service Rep/ Team Lead /Supervisor/Manager,
Receptionist
Related Info
Desired Work Shifts: (Swing) or (Grave)
Weekend Preference: Yes
Contact this candidate