Customer Service Manager
Resume:
LEIGH A. TILLEY
Stoneville, NC **048
PROFESSIONAL EXPERIENCE
Market America
Data Services Assistant Manager
. Arrange work schedule for each department to insure accurate coverage
. Prepared training material for new hires
. Handled escalated calls to effectively resolve distributors' concerns
. Assisted in evaluating distributor complaints to identify potential
legal risks
. Review daily time sheets to insure accuracy of employee time
. Monitors employees' phone calls to ensure quality service and
established etiquette
. Review weekly reports on employee production levels to identify skill
development need
. Participates in Distributor Appeals Board meeting to fairly determine
policy exceptions
. Makes budgetary recommendations for efficient departmental operations
CUNA Mutual Group
2000-2007
Service Center Manager, CPI 2005-2007
* Make certain office achieves and exceeds service levels set by the
company
* Balanced the Service Center under the projected budget for 2006
* Oversee supervisors for each department to confirm they are operating
their department appropriately
* Arrange work schedules for employees to provide accurate coverage
* Prepared training materials for new Customer Contact Center
* Provided training for new Customer Contact Center remotely and in
person
* Prepared training materials and training for outside vendors
* Corresponded as a Subject Matter Expert for the new Customer Contact
Center and outside vendors
Client Service Supervisor 2004-2005
* Created new processes to improve the Departments workflow
* Uphold a positive relationship with clients
* Facilitated monthly Field Service Meetings
Leigh Tilley
336-***-**** Page 2
IIC Supervisor 2002-2004
* Re-Organized Department to meet Corporate Standards
* Organized employees work schedules to ensure telephone's have proper
coverage
* Monitor all calls and coach employees to see that they administer the
best customer service
* Prepared Data Center phone reports
Client Service Representative 2001-2002
* Maintain responsibilities of Customer Service Rep listed below
* Communicate with Credit Union employees daily to help them help their
members
* Run daily reports confirming information we have on file
* Respond to daily emails in a timely manner
Insurance Information Center (IIC)-Customer Service Representative 2000-
2001
* Answer phones in an active call center
* Data entry-input information from both phone calls and faxes
* Maintain a calm attitude to calmly talk to credit union members
Carolina Bonding Company 1992-2000
Manager/Bail Bondsman
* General Manager for main office and 3 Satellite offices
* Premier organizer of all payroll and general office bills
* Head researcher of court records in several different state courts
SKILLS
* Microsoft Office (Word, Excel, Access, Power Point, Outlook)
* Adobe Photoshop and PageMaker (also scanner use with programs)
* Multi-line telephone
* Lotus Notes
* IDigital Mailroom
* AS400
PROFESSIONAL DEVELOPMENT/TRAINING
1. Certification Leadership Foundation
1. Certification Quality Assurance
1. Certification NICE program
EDUCATION
Diploma, Mt. Tabor High School, Winston-Salem NC
AAS Paralegal, Davidson County Community College, Lexington, NC.
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