Customer Service Manager
Resume:
Linda Gleason
562-***-**** *******@*****.***
SUMMARY
Accomplished Customer Service professional with over 17 years of experience
in order tracking and problem resolution in both an on-site and a virtual
call center environment. Earned a solid reputation for productivity,
complex problem resolution and professionalism. Excellent communication and
listening skills used to consistently solve problems and rarely escalate
issues.
ACCOMPLISHMENTS
. Achieved highest levels of productivity.
. Consistently recognized for superior performance in call coaching and
case coaching.
. Promoted to handle additional responsibilities as Call Center Supervisor,
providing expert guidance to Call Center Management.
PROFESSIONAL EXPERIENCE
QUALEX, INC. - A Division of Eastman Kodak 11/91-4/09
Call Center Supervisor (May 1999 to April 2009)
Team leader in heavy inbound and outbound phone contact center in both a
fully remote environment as well as in a 100-person call center in support
of $700 million wholesale photofinishing business. Assisted Level I and II
call center representatives with difficult customers and general questions
and answers while working the lead queue. Supported the call center manager
in monitoring the floor/ACD during regular business hours and was a back up
on the phones during peak call periods and unscheduled absences. Promoted
teamwork and cooperation between all areas of customer relations,
production, and sales.
. Conducted interviews and assisted with recruiting efforts to acquire top
talent
. Monitored call flow activity using ACD/Geotel systems. Moved agents as
needed to provide the best possible coverage
. Communicated critical lab issues to company management teams
. Handled complex problems and irate customer's which had escalated beyond
the customer service representatives and leads
. Assisted customer relations representatives with problem solving
. Supported customer relations manager in fulfilling departmental
responsibilities and special projects
. Provided oral/written communication on performance level and case status
to customer relations Management Team
. Provided second-level e-mail support for multiple online accounts
throughout the US
. Provided technical support via both phone and e-mail for multiple online
accounts and vendors throughout the US
Linda Gleason
Page 2
*******@*****.***
Call Center Representative I and II (11/1991 - 4/1999)
Heavy Inbound and Outbound phone contact (over 100 calls a day) in a 100-
person call center.
. Provided first-level phone support for 35,000 retail storefronts
(employees and end consumers) throughout the US and Canada.
. Assisted callers by listening to and reacting to requests for order
status, how to place an order, supply needs, transportation issues,
billing concerns and general questions concerning products and services
offered. Utilized communication skills to identify, troubleshoot and
resolve problems.
. Accessed, retrieved and updated information from computer system.
Scheduled follow-up actions for labs or couriers and documented issues for
service recovery and quality reporting. Determined compensation for
dissatisfied customers within established guidelines with minimal
supervision from customer relation's lead or supervisor.
. Responsible for achieving individual performance goals in the percent of
time available on phone; timely resolution and closure to open cases;
average length of call; and quality of response
TECHNICAL SKILLS
Microsoft Office Applications - Word, Excel, Powerpoint,
E-mail systems - GroupWise, Lotus Notes, Outlook Express, CSS (Customer
Support Service)
ACD - Symposium-Your Pay
EDUCATION
Cerritos Community College
SEMINARS & TRAINING
Trust in Teamwork (1997), Dealing Effectively with Unacceptable Employee
Behavior (1999),
Smart ways to Hire (2000), Diversity Training (2000), Coaching Skills for
Managers and Supervisors (2000), Sexual Harassment Awareness (2001)
Contact this candidate