Customer Service Manager

Qualifications:

I am a natural leader and seasoned service professional with many years of

experience in account management, business management, help desk

management, and organizational development and training. Other

qualifications include relationship building, policy development, employee

relations, performance management, customer experience survey methodology

and creation, data analysis, and career and succession planning.

Professional Experience:

AVID Ratings Co. (Madison, WI) August 2007

- September 2010

Sr. Client Service Manager - I was the account lead for all aspects of

client contracts including contract negotiations, database set up, customer

satisfaction survey creation, data analysis, and training for AVID Ratings,

a leading provider of enterprise-level surveys, organizational strategies,

employee training, and proprietary solutions in the home building industry

working with 400+ home builders across North America.

Key Responsibilities/Accomplishments:

. Process creation/development to improve efficiencies

. Maintain builder account standing and analyze customer survey results

. Train client staff to use customized website to view survey data

. Translated survey results into data builder clients could understand

and use to increase sales by increasing customer satisfaction and

their knowledge of their target market

. Communicate best practices to builder department leads

. Investigate needs/wants of clients and offer valuable solutions to

match

. Negotiate services and prices to match needs

. Attend annual conference to learn/share industry knowledge and network

. Facilitate web conferences and on-site client meetings to review

survey results and learn more about their organizations

. Develop marketing materials to help promote partnership with AVID

. Initiate phone calls to builder prospects as a way to create new

business

. Conduct Referral Marketing and Customer Focus Workshop to help

builders increase sales

. Create and present industry data analysis and executive summary

reports for builder clients

> Awarded the Outstanding Performance Award in February 2008

> Promoted to Sr. Client Service Manager 16 months into tenure

> Published 2 Customer Service Related articles on AVIDBuilder.com

Johnson Health Tech (Cottage Grove, WI) January 2007 -

August 2007

Customer Service & Install Coordinator - Managed 200+ accounts for

customers in North America and Mexico. I coordinated service and

installation of fitness equipment for Matrix Fitness, a leader in

designing, manufacturing, marketing and servicing commercial-grade fitness

equipment.

Key Responsibilities/Accomplishments:

. Process creation/development to improve efficiencies

. Responsible to department case/ticket tracking

. Appointed as the department lead on a successful company-wide SAP

conversion

. Scheduled and coordinated fitness equipment set up for clubs, hotels,

and colleges/universities

. Resolved equipment issues

. Developed a training program for new employees

> Developed and implemented a training program that is used for new hire

employees

Sitel Corporation (Madison, WI) April

2002 - July 2006

Contact Center Business Operations Manager - I was the on-site leader for

Prudential Financial Life Insurance Customer Support Team including

Training, Quality Control, Claims, Escalations, and Workforce Management.

The site serviced 56,000 calls a month and accounted for $320,000 in

monthly revenue.

Key Responsibilities/Accomplishments:

. Managed contact center operations of 120 contact center reps including

7 department managers

. Forecasted staffing needs and financial projections

. Monitored call volume, speed to answer and call length

. Mentored off-shore site management team

. Facilitated weekly management meetings

. Interviewed and hired new employees

. Developed employee motivational activities to increase results

. Initiated an employee incentive program

. Participated at job fair booths and community activity programs

. Conducted focus groups to help understand needs/wants of employees to

better efficiencies

> Contributed to the roll out of a successful employee incentive program

> Achieved a 6% annual attrition rate in a call center environment

> Nominated for multi-quarterly business unit leadership awards

Shift Manager - I was the on-site leader for Tier 1 departments including

general Customer Support and Sales Team Support for Prudential Financial

Life Insurance.

Key Responsibilities/Accomplishments:

. Managed contact center operations of 60 contact center reps including

2 department managers

. Responsible for my own team of 15 as well during this time

. Forecasted staffing needs including scheduling new hire training

. Implemented development plans for Tier 1 Management Team

. Interviewed and hired new employees for Tier 1 departments

. Developed employee motivational activities to increase results

. Worked closely with site Trainer to ensure proper skills and

techniques were being taught in classroom training

. Coached managers and contact center reps on call quality

. Conducted focus groups to help understand needs/wants of employees to

better efficiencies

. Traveled to out of the country to train management team and give

support to Customer Service Team

> Helped develop numerous employees to become Team Managers and Quality

Professionals

> Managed a team that scored the highest quality scores (94%) in

Prudential Customer Service history

> Promoted to Business Operations Manager 37 months into tenure

Team Manager/Trainer - I conducted insurance and customer service training

for 4 different six week new hire classes consisting of 25 people each. I

also worked closely with Prudential Trainers to ensure training materials

were up to date and accurate. Once training was complete, I managed a team

of 20 Customer Service Reps including general Customer Support and Sales

Team Support.

Key Responsibilities/Accomplishments:

. Managed operations of 20 contact center reps

. Taught/developed customer service skills to new employees

. Managed call quality and speed to answer

. Managed the first outsourced sales team support for Prudential

. Responsible for training new hire classes

. Ensured proper skills and techniques were being understood in

classroom training

> Promoted to Shift Manager 16 months into tenure

Education:

Madison College Graduated May

1998

> Vocational degree in Business Operations

*References available upon request

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