Customer Service Management

Camilla Hightower

Home Phone: 336-***-**** **13 Appleton Road

Greensboro, NC 27405, United States

****************@*****.***

Objective

Seeking a position in Customer Service where my extensive experience

will be further developed and utilized.

Computer Skills

Microsoft Office, Word, Excel, PowerPoint, Adobe, PDF's, Lotus Notes,

Outlook, ACD Reporting, CSS Horizon, ADP, Lawson, Magic Software, Mortgage

banking and Call Center soft packages, People soft, AS400, Cobra Benefits,

Credit Card Machine, Switchboard, Internet research, UPS Campus Ship, Ten

Key, Type 60 wpm

Skills Summary

. Results-oriented Customer Service Supervisor with extensive

experience in office management, business

administration, accounting, database management, customer service,

billing, and relationship management.

. Managed a-team of 20 customer service associates and responsible

for day-to-day supervision of the team.

. Proven success managing administrative responsibilities

including creating spreadsheets, drafting

correspondence, fielding customer inquiries, and preparing reports.

Strong communication, leadership, planning, management and problem solving

skills.

. Tendency to thrive in fast-paced business environments while

remaining focused on attaining corporate

objectives. Ability to lead through change and motivate a winning

culture within the department

. Adapt in streamlining business processes and improving

operational efficiency levels. Able to identify and

remove obstacles, ensuring departmental success.

. Worked with new hires and external consultants, training them

on procedures, standards, and resources,

enabling them to produce more effectively and enhance the skills of

the average performer.

Experience

March 2007 to Present

Customer Service Representative Express

Personnel Services, Greensboro, NC

Reviewed and screened applications for employment. Set up interviews,

worked with hiring supervisor to develop interview

questions, and interviewed job applicants

Dealt with customer service concerns and complaints, by phone and in

person efficiently and professionally

Worked with management on a major project "to define our customer"

Developed a new customer-complaint management system that is still in use

Assisted in the development of new policies and procedures

Assisted in the training of new customer service representatives and

associates

Exercised strong interpersonal communication skills with customers and

department personnel

Managed multiple priorities and maintained effective results in a quota

driven workplace

Provide customer service to assigned field offices (providing forms,

information, assistance, etc)

Accepted assignments with an open, cooperative, positive and team-oriented

attitude

Utilized multiple call center support applications to efficiently assist

customers and agents

Prepared reports, spreadsheets, and implemented incentive programs

June 2002 to November 2006

Customer Service Supervisor

AIG United Guaranty, Greensboro, NC

Managed a team of twenty customer service personnel

Responsible for the recruitment and training of the customer service

representatives.

Managed the needs/requirements of high revenue accounts through extensions

follow-up procedures.

Improving customer service based on client feedback through the development

of new policies and procedures. Successfully handled all public relations

issues.

Extremely productive in a high volume, high stress environment.

Self starter with a can do attitude.

Provided performance coaching, mentoring and implemented strategies

for career development.

Strong Team Player.

Provided solutions to software and routine hardware problems, as well

as ongoing instructions.

Responsible for development and promotion of call center employees to

management levels.

Ability to adapt quickly to change while continuing to exceed customer

expectations and all key drivers.

Voted Supervisor of the year by staff in 2004 & 2005 based on dedication,

reliability, and commitment.

January 1995 to January 2002

Office Manager

Evergreens Nursing Center, Greensboro, NC

Supervise, manage and train five person office staff

Create and reconfigure resident's daily census

Liaised with businesses, government agencies and the general public

Received cash and check receipts, maintained ledger book and computer

record of daily bank deposits

Wrote and distributed employee and contractor checks

Generated monthly billing

Posted general ledgers, credit collections and create journal vouchers

Operated 40 line switchboard

Assisted HR in payroll and timekeeping

Education

June 1991 Computer Learning Center, Philadelphia, PA

Associate, Business Administration

June 1983 Grimsley High School, Greensboro, NC

H.S. Diploma

Professional Coursework

Management Essentials I, II

Effective Communication

Crucial Conversations

Situational Leadership I, II

Managing Multiple Priorities for Supervisors

Coaching for Success Results Based Leadership

Responding to Conflict

Team Building Initiatives

Contact this candidate