Customer Service Manager
Resume:
Cheryl Wallace Nichols
Memphis, Tennessee 38115
abi42u@r.postjobfree.com
OBJECTIVE:
I am seeking a career opportunity in the public or private sector that will provide an opportunity for
me to utilize my outstanding interpersonal skills and diverse talents and training in a manner that
is both productive and rewarding.
SUMMARY OF QUALIFICATIONS:
I have over 10 years of managerial experience in diverse fields; namely call center customer
service and marketing research, specifically in the areas of customer opinion research and
business development. I have been consistently recognized for exceptional performance,
exceptional training and coaching ability, and excellent interpersonal skills and written
communication.
PROFESSIONAL EXPERIENCE:
Certified Customer Service Manager August 2007 Present
Sitel Corporation
CIGNA Dental Insurance
Responsible for the supervision and performance coaching of between 18 and 22 Customer
Service Representatives, while personally training and completing requirements for certification
as a Certified Customer Service Representative for CIGNA Dental PPO Providers and for
certification as a Customer Service Manager. Also responsible for submitting and correcting agent
payroll information. Along with fellow supervisors, credited with major contribution toward the
establishment, stabilization and overall success of this pilot project which has exceeded goal in all
metrics. Additional responsibilities include acting as learning specialist for CIGNA Dental training
classes as needed, functioning in an interim capacity as supervisor for CIGNA Medical
Insurance's Outbound Team, and overseeing CIGNA Dental's business unit activities, including
reporting to client and corporate offices as necessary in the absence of the Operations Manager.
Currently enrolled in Sitel's preparatory program for Operations Managers.
Certified Customer Service Representative January 2007 August 2007
Sitel Corporation
CIGNA Health Insurance
Trained and completed requirements for certification as a Customer Service Representative for
CIGNA Heathcare HMO Providers, which involves handling call requests from health care
providers across the country. Also responsible for analyzing claim issues that CIGNA health
providers may present regarding member accounts. Received additional certification as a
certified specialist in Customer Relations. Served as Lead Customer Service Agent, chosen to
support my team due to consistent quality scores of 99% and above.
Assistant Manager May 2003 December 2006
Friedman Marketing / Consumer Opinion Center
Accountable for the direction, training, and supervision of over 15 staff associates handling
market research for major corporations and businesses across the country. Provided technical
writing and editing services for clients; and, managed day to day operations of the facility in the
absence of the Manager.
Office Manager August 1999 March 2003
Heakin Research/QuickTest
Responsible for executing the daily operational flow of this consumer research office. Duties
included, but were not limited to, training of new hires, technical writing and editing, preparing
analytical and work flow reports for major corporations and business clients; provided frequent
supervision of Research Associate staff and maintained a managerial presence in the absence of
the Manager.
Program Director October 1992 August 1999
St. Andrew A.M.E. Church
Tri Masters After School Program
Provided direction and guidance for this government funded initiative. Responsible for developing
and disseminating analytical reports relative to the program and designing after school curriculum
for at risk inner city middle school students. Devised focused tutoring plan for students and
instructed them in developing entrepreneurial endeavors for themselves and their families.
EDUCATION:
Bachelor of Science Christian Brothers University
Major: Accounting
SKILLS:
Microsoft Word, Excel, Internet Proficient
TRAINING:
Diversity training, customer service training, KRONOS payroll entry training, and management
training. Received management certification upon completion of Sitel University Phase I, II, III,
and IV courses.
REFERENCES:
Available Upon Request
Contact this candidate