Customer Service Manager

Objective

Seeking a customer service position, where my 22 years of experience can

bring significant long-term value to a customer-centric team within a

growing organization.

Qualifications

. Intensive customer focus with effective active listening skills

. Strong interpersonal, communication and rapport-building abilities

. Results-oriented critical thinking, problem-solving and customer

management

. Friendly, relaxed, constructive demeanor

. Hardworking, flexible, reliable, collaborative team player

Experience Summary

Seasoned customer service professional with a well-rounded, transferrable

customer management skillset gained through extensive job experience

working across various industries, including: service and product sales,

technical help desk and medical services. Most recent experience includes

over 8 years working in two long-term positions providing customer service

excellence, as well as team leadership, in call center environments for

complex programs. In these roles, I was accountable for advanced

responsibilities, including: handling escalated customer complaint calls,

providing training and mentoring to junior colleagues and serving as the

back-up to the group manager on an ad hoc basis. Due to the level of

customer service I provided, many customers asked for me by name, and I was

the recipient of several customer care and quality awards.

Since I was laid off from my last position in 2009, I have been focused on

a number of different activities: conducting a job search to secure

another customer service position, performing community service through

volunteer efforts organized by my church, volunteering at a local animal

shelter and maintaining my technical software skills.

Details on my work history prior to 1999 can be provided upon request.

Employment History

August 2007 - September 2009

Surgical Review Corporation, Raleigh NC

SRC Support Service Representative

Responsibilities:

. Served as primary contact for applicants, providing assistance

navigating through multistage accreditation offered by SRC via

internet-based programs. Applicants ranged from surgeons to CEOs of

hospital facilities. All inquires were made via telephone or email

and were to be answered within the same business day. The level of

assistance to be provided was dependent upon the inquirer status, and

applicant information was maintained as highly confidential.

Excellent customer management skills and computer skills were

necessary to provide assistance to applicants who were navigating

through the complexity of BSCOE's multistage program software.

. Provided training to new members of the Support Team.

. Provided mentoring to junior members of the Support Team.

. Assisted colleagues with resolution of complex and escalated customer

issues and concerns.

. Served as point of contact and back-up for BSCOE Coordinator and group

manager, when she was out of office or unavailable.

. Participated in several key projects, including a CMS Database

project, which reviewed the BSCOE designees that CMS had on file for

compensation against the SRC database, for accuracy and completeness

of information.

Accomplishments: Recognized by supervisor for leadership and for customer

loyalty, as I was requested by name by a number of customers.

Reason for leaving: Laid off due to company restructuring in September

2009. Please see letter of recommendation from my supervisor, Catherine

Wild.

March 2001 - August 2007

Laboratory Corporation of America Holdings (LabCorp), Morrisville, NC

Customer Service Representative

Responsibilities:

. Provided personalized customer service support to occupational testing

service clients. This included working with the individuals to be

scheduled for testing, as well as the employers receiving the results

of the testing.

. Scheduled pre and post-employment drug testing, abuse, and physical

examination appointments for individuals via telephone.

. Followed-up on all appointments to ensure completion in a timely

manner, and to assure customer satisfaction was at satisfactory

levels.

. Engaged in problem-solving, as needed, to ensure that testing results

were received in an accurate and timely manner.

. Assisted junior teammates with resolution of complex customer issues

and concerns.

Accomplishments: Received three customer satisfaction awards based on

customer compliments provided to supervisor.

Reason for leaving: Career advancement. Accepted new position at Surgical

Review Corporation.

February 1999 - March 2001

ARS Heating and Air, Durham, NC

Heating and Air Conditioning Technician

Responsibilities:

. Installed heating and air-conditioning equipment for commercial and

residential clients.

. Maintained equipment and supplies for use in office and off-site.

. Worked with customers to provide high level of customer satisfaction.

Reason for leaving: Career advancement. Accepted new position at LabCorp.

Education

Word of Life Bible Institute

One Year Bible Study Course

Completed: 1982

Groton Dunstable Regional Secondary School

Degree: High School Diploma

Year: 1980

Technical Skills

Advanced Customer Service Skills

Proficiency in: Microsoft Outlook, Microsoft Internet Explorer, Microsoft

Word, Microsoft Excel, multiple in-house databases at LabCorp and SRC

Professional References

Catherine Wild, SRC Support Center Manager, Surgical Review Corporation

Phone: 919-***-****

Julia Hanline, Program Manager, Surgical Review Corporation

Phone: 919-***-****

Alehandra Gibbs, International Program Manager, Surgical Review Corporation

Phone: 919-***-****

Angela Bracey, Account Admin, LabCorp

Phone: 919-***-****

Personal References

Haywood Johnson, Missionary, Retired Police Officer

Phone: 919-***-****

Catherine A. Tyner, Senior Director, Lifecycle Safety, Quintiles, Inc.

Phone: 919-***-****

Contact this candidate