Manager Customer Service

**** ******* ** *** * BOGUE CHITTO, MS

601-***-**** CELL

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

MELISSA THOMPSON

OBJECTIVE

Currently seeking full time employment that will allow me to gain experience in a

new career field.

SUMMARY OF QUALIFICATIONS

Have the ability to execute programs using limited resources. Problem

solving, leadership and communication skills are some of the qualities

developed from my experience as an able customer relations representative

and supervisor. Very dependable and reliable person.

WORK EXPERIENCE

2004 2010 Cellular South, Inc.

Sept 2008 – May 2010 Customer Service Coordinator

Meet or exceed customer satisfaction goals by greeting customers,

directing customers to the appropriate person for assistance and

managing orderly flow of customers in the store using the customer

queue.

Assist customers with self service payment and account maintenance

kiosk when necessary.

Manage customer flow and customer queue within retail location.

Regularly follow up with customers waiting to be served.

Handle situations that require manager assistance in absence of Market

Manager.

Responsible for completing financial records necessary for internal

audit.

Assist customers with the activation/upgrade procedures

Oct 2006 Sept 2008 Telesales Supervisor Cellular South, Inc.

Supervised minimum of 20 staff members

Ensure that Telesales is complying with and enforcing all operational

policies and procedures as set forth by Cellular South.

Assist Manager with daily operational tasks such as scheduling, queue

management, the fulfillment process, overtime management, E store

processes, price overrides and pricing.

Cross train and develop skills of staff, to include succession planning.

hire, train and give performance feedback to employees.

Handle calls that require supervisor intervention.

Monitor calls through Sound Byte system and complete evaluation

forms on each representative.

Achieve or exceed sales, accessory and customer retention goals.

Sept 2005 Oct 2006 Customer Contact Center Supervisor Cellular South, Inc.

Supervised minimum of 15 staff members

Handle calls that require supervisor intervention.

Monitor the NuContact Real Time Stats viewer on a daily basis to

observe call volume and performance levels.

Monitor calls through the Envision system and complete evaluation

forms on each

representative.

Ensure that team members are completing daily and monthly tasks,

including schedule adherence.

Implement and maintain automated processes whenever cost/benefits

analysis indicates to do so.

Review the voucher report and voucher request into the contact center.

Maintain proper controls to protect company assets against criminal

and

fraudulent operations and unnecessary risk and exposure.

Cross train and develop skills of staff to include succession planning.

Hire, train and give performance feedback to employees.

Aug 2004 Sept 2005 Customer Contact Center Rep Cellular South, Inc.

Meet contact availability goals that are set by management.

Enter appropriate and accurate information into the system and

complete

supporting documentation during the customer contact.

Contribute to the achievement of company customer retention goals by

following the company’s disconnect procedures provided by

management.

Diagnose billing or equipment issues effectively and efficiently.

Complete all troubleshooting steps and complete escalation forms.

Achieve call monitoring goals set by management.

EDUCATION

1999 High School Diploma Wesson, MS

1998 Faith Bible Institute Monroe, LA

Religious Theory and Doctrine

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