Customer Service Manager
Resume:
Karen A. Martens
Hilliard, OH 43026
Home 614-***-****
Cell 614-***-****
********@********.**.***
BUSINESS OPERATIONS & CUSTOMER SERVICE MANAGEMENT
Results oriented management professional seeking an opportunity requiring
experience in managing billing operations, accounts receivable functions,
collections activities, customer service and call center support for a
worldwide customer base. Must involve proven success in creating teams,
with developing and managing personnel to achieve company goals, optimize
performance, and provide ongoing training, coaching, and motivation of
staff. Position should provide continuing challenges to demonstrate
effective collaboration domestic and international teams, both internal
and external, to ensure the achievement of overall company imperatives.
Core Competencies include: Leadership & Training, Contract Analysis &
Processing, Policy & Procedure Administration, Customer Service &
Relations, Cross-Functional Team Coordination, Accounts
Receivable/Collections, Marketing Support, Sarbanes Oxley Documentation &
Audits, Financial Reporting & Analysis, Process Improvements
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PROFESSIONAL EXPERIENCE
Redemtech, Hilliard, OH 2008 -
2010
Account Manager - 2008 - 2010
Provide daily support to a diverse customer base including public sector,
private sector, educational and non-profit organizations through IT Asset
Management Programs designed to optimize reuse or recycling of used
technology. Interface with corporate operations, accounting, sales,
management, and center and warehousing operations to maximize process
efficiencies. Reporting includes metrics and analysis of activity for core
accounts, including costs of doing business, remarketing proceeds realized,
environmental impacts; maintain regular invoice and A/R review. Analyze
contractual documentation and implement pricing.
Verizon Business, Columbus, OH 1998 - 2007
Manager, Finance Operations - 1998 to 2007
Manage team activities involved with support of up to 7,500 customers
worldwide with monthly invoicing up to $100M, accounts receivable posting
of $35M-$50M each month, and aging balances of $20M-$24M; functions include
contract evaluation for billing supportability, customer account setup,
establishment of customer specific rates and charges, quality assurance,
posting of payments received for same, and collections processes for
customer base. Instituted internal billing policies and procedures for the
handling of corporate invoicing and credit card billing. Implemented
continuous operations improvements through continuous review; developed and
maintained Sarbanes Oxley documentation. Participated in conversions of
legacy billing and A/R systems.
CompuServe, Inc., Columbus, OH 1993 - 1998
Manager, Corporate Billing - 1997 - 1998
Primary responsibilities included management of billing operations,
accounts receivable, and collections functions for over 3 million online
service users and 300,000 corporate customers worldwide Participated in
evaluation of multiple billing platforms to replace legacy consumer
systems, including creation of business and system requirements. Oversaw
migration of credit card clearinghouse to new provider, and streamlined
credit card processes to enhance reporting. Managed review and analyses of
statistical data to monitor trends and effectiveness of billing, A/R and
collections activities. Directed activity of staff of 25+ during
transition period to new owners.
Manager, Business Customer Service - 1996 - 1997
Directed the activities of 5 supervisors and 75 employees in the support of
diverse corporate customer base with specialized needs; reported directly
to Vice President of Customer Services. Generated weekly and monthly
reports detailing staffing levels, departmental productivity, and
maintenance of established quality call handling. Coordinated activities
with IT teams to enhance tools utilized by call representatives. Expanded
self-help offerings available to corporate customer administrators to
facilitate their ability to manage their end users and accounts.
Implemented 24X7 coverage to support highly customized applications used by
large Fortune 100 companies. Appointed to represent department in several
high level interdepartmental project teams including new customer billing
software, new customer service workstation, customer retention project, and
data warehouse vendor review. Created and implemented performance
appraisal plans for 1st and 2nd tier customer service representatives as
well as supervisors
Supervisor, Business Customer Service - 1993 - 1996
Supervised team of 15 customer service representatives whose primary duties
involved supporting specialized applications for varied customer base.
Established specialized corporate customer support team through
interviewing, hiring and training of employees to staff call center.
Designed performance evaluations to better monitor call handling and
delivery of service to customers. Created call evaluation forms to
optimize talk time and ensure customer satisfaction. Coordinated and
facilitated special training and developmental events for corporate account
administrators. Coached, motivated and trained team members to ensure that
100% of team goals for quality and productivity were maintained.
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EDUCATION
Bachelor's Business Administration, Otterbein College, Westerville OH
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COMPUTER SKILLS
Microsoft Office: Word, Excel, Outlook, Power Point
Microsoft Project, Internet Savvy
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REFERENCES
Available Upon Request
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