Customer Service Manager
Resume:
Bryan Jeffery (Jeff) Watkins
Wetumpka, Alabama 36093
Cell 334-***-****
************@*****.***
Job History: Hospiscript Services, LLC, Montgomery, AL (September 2008
- Present)
* HospiScript Services, LLC, is a Prescription Benefits
Manager focusing exclusively on the needs of the hospice
industry.
Job Title: Call Center/Customer Service Supervisor (September
2008 - Present)
* In compliance with senior management, my job duties as
supervisor are to establish priorities, standards and
objectives for the company's call center.
* My responsibilities are the management and supervision of
the operation's customer service department, which offers a
complete support system tailored to help hospices better
focus on the ultimate goal of improving end-of-life patient
care.
* Detail of duties:
o Manage staffing that consists of more than ninety
customer service representatives.
o Interview and recruit representatives for company
call center.
o Develop employee shifts/ schedules.
o Monitor and manage employee paid time off and
overtime.
o Conduct employee training and reviews.
o Monitor and maintain company production and quality
goals and standards.
o Monitor and manage day to day call and fax traffic.
o Assign and delegate special projects in conjunction
with requests from other departments or entities of
company and clients.
o Coordinate and implement the introduction of new
clients.
o Conduct employee training sessions.
o Execute employee evaluations.
o Plan, develop and implement company policies and
procedures for call center.
o Develop and oversee new customer implementation
process for call center.
o Recommend, develop and design new policies for code
of conduct that apply to call center.
o Develop and enforce discipline policies that include;
reprimands, suspensions and terminations.
o Develop attendance policy for call center.
o Develop adherence Policies for call center..
o Develop and implement customer service representative
progression and regression plan
o Design and develop customer service representative
pay grades and levels.
o Develop bonus eligibility criteria and standards.
o Provide leadership and direction for call center.
Conference America, Inc., Montgomery, AL (September 1997 -
September 2008)
* Conference America, Inc. is a facility based conference
company, that provides audio and web telecommunications.
Job Title: Account Manager / Sales (September 2007 - September
2008)
* Introduced myself to specific company contacts as their
personal account manager.
* Developed myself as customers primary contact that handles
specific requests, tasks or inquiries that include:
o Develop and design implementation processes that are
based on need and necessity of specific customer.
o Coordinate implementation and training of product and
services for new and current customers via phone, web
and face to face meeting.
o Monitor accounts and respond to any customer
inquiries that involve rates, quality issues and
general account questions or status.
o Manage specific incoming and outgoing services and
product offered to customer via electronic or
physical mail delivery.
* Act as a liaison between sales team and specific companies
of high interest, in order to gather information that can
be then relayed back to corporate management and evaluated.
o Organized and compose potential lead lists of
customers.
o Prepare comprehensive lists of competitors.
o Organize and develop reports detailing activity per
day and future events.
o Organize and lead face-to-face training sessions with
current and prospective customers and also within
company.
o Organize and lead audio and webinar training
sessions.
o Recommend improvements in the flow of customer
traffic and methods.
* Assign tasks and delegate duties to operators, within
department.
* Develop employee shift schedules and appropriate staffing.
* Additional company responsibilities include:
o Organize company functions (fund-raisers, luncheons,
social gatherings and parties)
o Create and design new company attire (shirts, caps,
and accessories)
o Purchase company inventory and supplies in
association with employee benefits.
Job Title: Customer Service/Call Center Coordinator (January
2006 - August 2007)
* Assign tasks and delegate duties to operators, within
department.
* Develop employee shift schedules and appropriate staffing.
* Schedule, process and maintain customer requests in regards
to conferencing events and account inquiries.
* Coordinate follow up and quality evaluation, pertaining to
services.
Job Title: Call Center Operations Coordinator (December 1998 -
December 2006)
* Manage and maintain division of company call center's
operations department.
* Assign daily tasks to operators that include customer
conferences and events.
* Develop employee shift schedules and appropriate staffing.
Job Title: Call Center Operator (September 1997 - December
1998)
* Handle inbound and outbound calls for telecommunication
call center.
* Coordinate and mediate teleconference and web events.
Montgomery YMCA - Downtown Branch (Part-time), Montgomery, AL
Fall 1996 - December 2006
Job Title: Part -Time Member Relations Staff
* Recruitment of new members
* Public relations
* General building maintenance
Montgomery YMCA - Goodtimes Center (Part-time), Montgomery, AL
Summer 1993 - Fall 1996
Job Title: Site Director
* Management of afternoon school program at designated site.
* Supervise and maintain afternoon curriculum at specific
site.
* Responsible in the assignment and supervision of tasks for
counselors.
* Handle payment collections.
* Maintain quality relations with public.
Computer: Standard computer hardware, Microsoft Office Products, Excel,
Word, Power Point, Camtasia / Recording and editing (Audio /
Web) software Proprietary customer contact and sales management
software and databases, Web based interactive chat (customer
service) software, Access, Advanced internet search protocols,
Workforce Management Software.
Equipment: Call Center PBX Phone System, Copy Machine, Fax Machine
Education: Auburn University of Montgomery (Montgomery, Alabama)
Major: Justice and Public Safety
Coursework Completed: (118 Hours Earned)
Troy University (Troy, Alabama)
Major: Criminal Justice
Coursework Completed: (46 Hours Earned)
Jefferson Davis High School (Montgomery, Alabama)
Graduated: 1992
References: Available upon request
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