Customer Service Manager
Resume:
Bennie L. Hodge
* ***** **** **** 845-***-****
Spring Valley, New York 10977 Cell 917-***-****
Career Profile
I am a highly talented Customer Service/ Call Center Manager. A
professional candidate with over 14+ years with multi-disciplinary
leadership experience, encompassing operations, personnel, and management
facets, including assisting in the establishment of successful inbound call
centers. Excels at focusing tremendous work ethic and creative energy and
vision to every service endeavor. I have served in all capacities in the
customer service field ensuring client satisfaction. Flexible and adaptive
in all situations. I have proven abilities based on my strategic vision
and leadership skills. This is clearly demonstrated in my previous
employment. I unmistakably have the ability to focus on both broad
organizational strategies and specific detailed goals. This progressive
experience coupled with my natural leadership abilities makes me a prime
candidate for any professional organization. I am known as someone who
never walks away from a challenge and, furthermore, someone who never fails
in exceeding expectations.
Summary of Accomplishments
V The Computer Factory: Named special liaison to the company's three
major accounts ensuring clients commitments for the remainder of the
contracts.
V The Computer Factory: Promoted to Supervisor of Field Service in less
than six months with company.
V Information Products: Persuaded management to upgrade from manual
dispatching to utilizing computers with Support Magic dispatching
software. Results were 75% increased response time and productivity.
V U S Computers: Succeeded at creating an efficient and professional
help desk for one of the company's major accounts. The account
rewarded the company with a renewed and extended contract.
V Micros To Mainframes: Established a successful call center, by
removing and replacing personnel in addition to upgrading software and
implementing new communications hardware. Response times, Open and
closed tickets reached an all time high of over 50%.
V Micros To Mainframes: Succeeded at implementing off-site work
schedule for two senior engineers to efficiently and effectively
respond to 24/7 major accounts. Assigned new personnel along with
upgraded hardware, thus increasing response and completion times while
meeting SLA agreements. The account extended their contract with the
company for another two years.
V EnPointe Technologies: Reduced call backlog from 560 open tickets to
65 in less than five weeks. Results: renewed contract.
V Somerset Importers Ltd: Promoted to IT Department
Experience
NotifyMD New Rochelle, New York 2006 - 2009
Customer Service Assistant Manager
o Presently employed as an Assistant Manager
o Manage 24/7 Thirty person inbound call center / answering service
o Create and submit biweekly billing and employee time cards.
o Heavy phone work.
o Direct contact with sales personnel and customers for specific service
related requests.
o Responsible for all management, administrative and operational issues
involving direct reports.
o Responsible for reviewing and evaluating personnel for productivity and
quality.
o On call 24 hours a day, 7 days a week for 24/7 clients to ensure all
issues are handled smoothly and without interruption.
o Directly supervise a team of customer care agents ensuring customer-
centric attitude.
o Support and communicate quality standards, processes and procedures
policies.
o Manage team to meet and exceed response time goals.
o Work directly with the General Manager to enhance customer service
tools.
o Improve customer communication and processes to reduce volume of
customer calls and complaints.
o Assist in escalated customer issues and provide resolution or
direction.
o Possesses strong leadership team building and interpersonal skills,
very customer service focus.
o Experienced in hiring full and part-time customer service employees.
WALA Consulting Inc Belleville, New Jersey 2002-2006
Customer Service/Call Center Manager
o Manage 16 person inbound call Center
o Create and submit monthly and weekly utilization /status reports and
submits directly to the CEO of WALA Consulting.
o Heavy phone work, review and approve all incoming customer call
requests.
o Meet and interact with all onsite service account's MIS Directors and
IT personnel on a weekly basis to improve the quality of service
provided by WALA Consultants.
o Direct contact with sales personnel and consultants for specific
service related issues.
o Responsible for all management, administrative and operational issues
involving direct reports.
o Responsible for reviewing and evaluating personnel for productivity and
quality.
o On call 24 hours a day, 7 days a week for 24/7 clients to ensure all
issues are handled smoothly and without interruption.
o Directly supervise a team of customer care and technical support agents
ensuring customer-centric attitude.
o Support and communicate quality standards, processes and procedures
policies.
o Manage team to meet and exceed response time goals.
o Work directly with engineering team to enhance customer service tools.
o Improve customer communication and processes to reduce volume of
customer calls and emails.
o Assist in escalated customer issues and provide resolution or
direction.
o Possesses strong leadership team building and interpersonal skills,
very customer service focus.
o Experienced in hiring full and part-time customer service employees.
EnPointe Technologies New York, N.Y 2000 - 2002
Branch Service Manager
o Managed all field service and onsite personnel for EnPointe's New York
City, Norwalk Connecticut. And Boston Massachusetts's accounts. This
included approximately 10 engineers.
o Dispatch and or approve the dispatching of senior technician and
engineers.
o Direct contact with sales personnel and consultants for specific
service related issues.
o Directed and developed staff to maximize performance and potential of
individuals. Supervised personnel in the areas of training, work
assignments and quality control. Analyze and prioritize work related
problems and assist direct reports in problem solving.
o Managed logistics for the NYC office.
o Established direct contact with the clients, MIS, & IT personnel in
order to monitor service delivery quality control.
o Provided daily and monthly call summary / status reports.
o Responsible for all management administrative and operational issues
involving direct reports.
o Directly responsible for maintaining the quality, size and
functionality of the service organization.
o Responsible for reviewing and evaluating service personnel for
productivity and quality.
o Create and submit monthly utilization reports and weekly status reports
to the national service director.
o Reviewed and approved all overtime, vacation, sick days, expenses etc.
Micros To Mainframes Valley Cottage, NY 1997 - 2000
Customer Service / Call Center Manager
o Managed all field and onsite personnel for Micros To Mainframes' New
York City and Rockland County accounts for approximately fifty field
and on-site engineers.
o Interfaced with sales personnel and consultants for all service related
issues.
o Managed 5person inbound Call Center.
o Assigned calls to specific technicians and engineers.
o Directed and developed staff to maximize performance and potential of
individuals. Supervised employees, to include training, assigning and
checking work to ensure compliance with guidelines; analyze and resolve
work problems or assist workers in problem solving.
o Scheduled all vacations, personal days, sick days, etc.
o Reviewed and approved all overtime and expenses.
o Meet and interact with all onsite service account's MIS Directors and
IT personnel on a weekly basis. This was done to improve the quality of
service that was provided by Micros To Mainframes.
o Direct contact and communication with all vendors, i.e., Compaq, HP,
Dell, IBM, CISCO, 3Com, etc. to resolve and avoid any conflicts that
might adversely impact the quality of service for all clients.
o Responsible for all management, administrative and operational issues
involving direct reports.
o Directly responsible for maintaining the quality, size and
functionality of the service organization.
o Responsible for reviewing and evaluating personnel for productivity and
quality.
o On call 24 hours a day, 7 days a week for our 24/7 clients, this was
done to ensure that any field issues were handled smoothly and without
interruption or miscommunications between the on-call engineers, the
clients and MTM. These precautions ensure were put in place to
performance in accordance with the SLA agreement.
U.S. Computer New York City, NY 1993 - 1997
(Formerly Information Products)
Customer Service / Call Center Manager
o Managed and issued work assignments to over twenty-five on-site and
field engineers.
o Direct contact with customer accounts, sales representatives, and
vendors.
o Managed ten-person inbound call center.
o Dispatch all engineers and technicians.
o Processed over one hundred incoming service requests on a daily basis.
o Reviewed all incoming calls before assigning to proper engineers.
o Responsible for all management, administrative and operational issues
involving direct reports.
o Ran on a weekly basis monthly profitability, parts, and open/closed
service calls reports.
o Responsible for the ordering of over $100,000 of computer equipment for
Citibank's CRS Department and maintained said inventory.
o Responsible for repairs, installations, moves and switches of all
telephone services and equipment requested by the CRS Department.
Information Products NYC, NY 1991 - 1993
Customer Service / Call Center Supervisor
o Supervised 12 field service engineers and 8 person inbound call center
for the New York City office.
o Responsible for the work assignments of twenty field service engineers
and seven help desk call representatives.
o Extensive customer service work and direct contact with sales
personnel, vendors, and clients.
o Resolved all issues and conflicts regarding quality of service.
o Responsible for all management, administrative and operational issues
involving direct reports.
Computer Factory LIC, NY 1990 - 1991
Dispatch Supervisor
o Supervised field service engineers for the New Jersey and Long Island
offices.
o Heavy Phone work, Received all incoming calls.
o Entered calls into computer database.
o Dispatched calls to technicians.
o Responsible for the work assignments of six engineers (direct reports)
for New Jersey and Long Island.
o Received and coordinated nationwide customer service calls dealing with
the repair, troubleshooting, and installation of computer systems.
o Assigned as special liaison to major corporate accounts such as Nat
west, Continental Insurance, and Equitable Life.
o Direct contact with sales representatives and vendors to coordinate
sales, service calls, and parts issues.
Somerset Importers Ltd. 1114 6th Ave. New York, NY 1980 - 1990
MIS Operations Assistant / Mail Room Supervisor
o Maintained automated MIS tape library system.
o Assisted data entry operators during monthly peak workloads.
o Assisted computer operators with monthly major batch jobs.
o Responsible for daily entering of data for weekly reports.
o Responsible for ordering all data center supplies and maintaining
inventory logs.
o Responsible for all computer report validation and distribution.
o Assisted operations manager with the installation and testing of over
200 computer systems.
o Promoted from Office Services (Mail Room) Supervisor to IT or (MIS)
Department
o Managed nine office assistant workers.
o When necessary, stayed after hours and worked weekends.
o Assisted in AM and PM sorting, delivering and pickup of all office mail
(2 floors)
o Coordinate and assisted in all office moves.
o Responsible for all office supplies, office furniture orders and the
alcoholic beverages inventory.
o Responsible for and assisted in boxing, packaging and shipping all
outgoing UPS, FedEx, DHL etc. packages.
Software Knowledge
Microsoft Office -Word and Excel, McAfee Help Desk v3.50 for Windows 95/NT,
Remedy Action Request Helpdesk v4.0 for Windows 95/NT, Support Magic for
DOS, Clarify - Version 9SR2, Quick Books, Startel and GENWIN
Education
Opportunities Industrialization Center Bronx, NY
1979 - 1980
Sumter High School Sumter, S.C 1979
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