Customer Service Manager

Jeni S. Topazi

**** ******* **. ********, ** ****3, 205-***-****, **********@*****.***

Objective To work for a stable company that offers the opportunity for

advancement.

Experience Call Center Supervisor

April 2006 to May2010 Dish Installation Services, Homewood,

AL

. Supervised agents to ensure they were on task

. Assigned/reassigned tasks to ensure completion

. Checked time sheets for the entire call center and made

corrections for the Accounting department each week

. Trained and coached them on areas of opportunity

. Conducted team meetings to communicate changes in rules or

procedures

. Approved or denied schedule requests based on the needs of

the business

. Held disciplinary conversations with agents regarding

attendance, behavior, or performance issues

. Calculated weekly calls-per-hour statistics for the pre-

call team

. Monitored weekly, monthly, and quarterly attendance for all

call center agents using an Excel spreadsheet

. Updated the customer service training manual to include

changes in business rules and procedures

. Handled escalated issues from Dish Network, local offices,

and customers

Medical Records Clerk

April 2004 to April 2006 Henderson & Walton, Birmingham, AL

. Pulled and filed charts

. Requested mammogram films from other medical offices

. Mailed requested films to patients and other medical

offices

. Filled in for front desk receptionist

. Pulled inactive patient files and packaged them to be sent

to an archive facility

Assistant Manager

June 2002 to April 2004 Movie Gallery, Woodstock, AL

. Balanced cash register drawers

. Made bank deposits

. Supervised associates

. Stocked merchandise

. Realigned the new release wall and made room for new

releases weekly

. Completed quarterly inventory audits

. Used the internal system to switch rental items to

previously-viewed items

. Provided customer service

Barista

August 2001 to May 2002 Books-A-Million, Mobile, AL

. Made a variety of coffee drinks

. Stocked new inventory

. Provided customer service

. Cleaned the caf after closing

Education University of Alabama at Birmingham, Birmingham, AL

Graduated in December 2007

. BA in Sociology

References References are available on request.

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