Customer Service Manager
Resume:
Ghislaine Berland
Kingsland GA *1548
****************@*****.***
SUMMARY
Extensive call center supervisory experience for Global Outsourcing
Corporations. Possess strong team leadership, motivational, and problem
solving skills. Maintain a consultative coaching style and extensive
interviewing and hiring experience. Establish performance goals to meet
efficiency/productivity levels, and quality assurance standards.
CORE COMPETENCIES
. Driving the development of superior customer service and high
performance.
. Leading workflow distribution and floor management to ensure service
levels are satisfied.
. Hiring, training/developing, motivating, coaching, evaluating and
retaining qualified staff.
. Maintaining service level, talk time, data, for both client and
consumer satisfaction levels
PROFESSIONAL EXPERIENCE
February 2003 - August 2009 Convergys Corp Jacksonville, FL
Team Leader
. Administer performance management by diagnosing improvement
opportunities, providing effective feedback, coaching, training,
professional development, and corrective action plans.
. Perform quality checks, develop and review performance reports,
identify areas to improve, and implement measures to improve
performance levels and meet objectives.
. Conduct group training sessions on new methods and procedures set by
clients and/or company
. Coordinate the interviewing, hiring and training of over 200 customer
service representatives.
. Ensured strict adherence to company policies and procedural guidelines
August 1998- January 2003 Convergys Corp Jacksonville, FL
EC Lead Problem Resolution Representative/
Customer Service Representative
? Deliver world class customer service and build customer satisfaction and
loyalty.
? Handled a high influx of inbound calls within a dynamic call center
environment.
? Managed multiple priorities and maintained effective results in a quota
driven workplace
? Exercised strong interpersonal communication skills with customers and
department personnel
? Provide effective and timely resolution of a range of customer inquiries.
? Strive for one-call resolution of customer issues.
EDUCATION
1996 Edouard Herriot Ville-Franches-Sur-Saone (France)
Associate in Science Business Administration Management
EDUCATIONAL/CREDENTIALS
. How to Handle People with Tact and Skill
. Business Writing Basics for Professionals
. Criticisms and Discipline Skills for Manager
. Solving Employee Performance Problems
COMPUTER SKILLS
MS Word, Excel and PowerPoint, PeopleSoft, SAP Payroll, IRIS
LANGUAGE
Bilangual- Fluent in French and English
AWARD RECEIVED
Team Leader Award (Power By People Commitment Award)
Nominated "2008 Manager of the year"
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