Customer Service Manager
Resume:
Kelley Bowen
*******@***********.***
Newton, IA 50208 Cell-641-***-****
[pic]
Dedicated contact center supervisor with 5 years of experience in superior
customer service, call quality and agent development.
[pic]
Professional Experience
Iowa Telecom/Windstream- Newton, IA October 2005-
Present
Sr. Quality Performance Advisor/Supervisor April 2008-
Present
. Directly managed a group of 8-14 front line customer service agents.
. Monitored, coached, and identified training needs for all agents.
. Trained a new hire group of 8 customer service agents on all methods,
procedures and systems.
. Managed the Beta room for specialized retraining based on agent
performance improvement needs.
. Helped dramatically reduce turnover.
. Assisted in the implementation of our companies CRM system Siebel.
. Handled call escalations requiring sound judgment to resolve customer
disputes.
Quality Assurance Analyst Nov. 2007-April
2008
. Monitored and coached front-line agents to increase customer
satisfaction, one call resolution and increased company profitability.
Customer Service Representative Oct. 2005-
Nov. 2007
. Provided sales, service and billing solutions to our customers.
. Consistently met or exceeded expectations in all measurable areas.
[pic]
Colfax Valley Travel Center- Colfax, Ia
Manager Sept. 2002-Oct. 2005
. Responsible for scheduling cashiers for two stores that ran twenty
four hour shifts, seven days a week.
. On call twenty four hours a day, seven days a week for employee
questions and customer concerns.
. Improved store performance through effectively managing inventory and
training and coaching employees.
[pic]
Education and Training
Des Moines Area Community College- Des Moines, IA
Miscellaneous classes based on business needs
Hamilton College- Des Moines, IA
Travel professional
Kelley Bowen
*******@***********.***
319 E. 16th St N
Newton, IA 50208 Cell-641-***-****
[pic]
Profile
. Accomplished professional with experience in successfully building and
leading teams toward common goals.
. Motivated and passionate about helping team members realize their full
potential.
. Demonstrated flexibility and skill helping others adapt to rapid,
frequent change.
. Proficient with Microsoft Office suite including Word, Excel,
PowerPoint, and Outlook; Internet usage skills. Typing (50+ wpm).
. Completed Stephen Covey 7 Habits of Highly Effective People workshop.
Heidi D. Van Scoy
PO Box 842, Newton, Iowa 50208
*****.***.****@**********.***
October 3, 2010
Recommendation on behalf of Kelley Bowen
Dear Sir or Madam:
I have worked very closely with Ms. Bowen for several years in the Call
Center. She has been of benefit not only to the company, but to all those
around her. She has high standards of quality and productivity and will be
an asset to any organization.
Kelley possesses the ultimate "can do" attitude while taking on all tasks
with a positive energy. Her personal style enables her to interact
effectively with clients and staff. She has excelled in her quality
assurance role, as well as her supervisory role; and takes the initiative
to go beyond the expected parameters of her position. I have watched her
growth from day one as a phone agent to her current supervisory role, and
never been disappointed.
I volunteered to write this recommendation for Kelley because I am very
grateful of her contributions to our floor management team and feel
confident that her intelligence, work ethic and communications skills will
add value wherever she works. We will miss her dedication, reliability and
dependability; and wish her continued success in all her future endeavors.
Please feel free to contact me regarding to this outstanding professional.
Sincerely,
Heidi D. Van Scoy
Workforce Manager
Windstream Communications
Contact this candidate