Customer Service Manager
Resume:
John A. Drew
**** * ******* ** ( Boise, ID ***** ( abkw03@r.postjobfree.com(
Qualifications Summary
Highly personable Customer Service Professional with over eight years of
experience in account management, claims and sales processing, and call-
center operations within the photography, art, and security industries.
o Talent for identifying customer needs and presenting appropriate
company product and service offerings.
o Demonstrated ability to gain customer trust and provide exceptional
follow-up, leading to increased repeat and referral business.
o Track record of assisting in the design and implementation of
reporting procedures that reduce labor costs and improve customer-
satisfaction ratings.
o Expertise in resolving escalated customer service issues.
o Secured numerous company achievement awards for delivery of
exceptional customer service.
o Proficient with Microsoft Office Applications (including Microsoft
Word, Excel, PowerPoint and Outlook).
Professional Experience
Teleperformance - Boise, Idaho 1/2009 to
Present
Technical Services Representative /Technical Support Trainer /Customer
Service Supervisor
Teleperformance offers out-source support for both Apple computers and
iPods.
. Inbound call center taking calls regarding both billing support and
technical issues.
. Consistent Customer Survey Ratings at over 90%.
. Internal call evaluations scored consistently over 95%
. High marks earned for both empathy and caring
. Promoted to supervisor after 6 months.
.
MPC COMPUTERS - Nampa, Idaho 10/2006 to 5/2008
Technical Services Representative /Technical Support Trainer /Customer
Service Supervisor
The company manufactures a full line of desktop, notebook, server and
storage products, backed by a superior level of service and support.
. Instruct call center of 16 technical support representatives
. Educate regarding internal systems, phone protocols, technical
material, and processes.
. Maintain internal training components inventory
. Update and create technical on-line manuals.
. Create new support group, coach, and train production staff to perform
as an online support group.
BOSCH SECURITY SYSTEMS - Rochester, New York 12/2004 to
4/2006
Customer Service Representative (12/2004-4/2005 and 8/2005 to 4/2006)
North America's leading single-source supplier and manufacturer of Closed
Circuit Television and video surveillance equipment, intrusion alarm
controls, and detectors.
. Daily inbound call center duties, via phone, fax, and email.
. Manage repair requests in 4 separate databases-specialized role
requiring advanced training.
. Report to management for metrics reporting.
JULI-ANNE CIALONE PHOTOGRAPHY- Pittsford, New York
12/2002 to 7/2004
Portrait Artist
Rochester-area studio focusing on portraits and weddings.
. Ensure customer satisfaction with final photographs.
. Review sittings with customers and generate sales.
. Manage free-lancers and support personnel in day to day tasks.
. Oversee day to day operations of studio operations.
THE TIFFEN COMPANY, LLC - Rochester, New York 9/2000
to 10/2002
Technical Service Manager
Leading manufacturer and supplier of photographic filters and lens
accessories for the consumer and professional imaging, motion picture and
broadcast television industries for over 65 years.
. Provide technical support, product information, email and phone
responses in a manufacturing and OEM environment.
. Customer contact through quarterly trade shows.
. Coordinate product development with the Product Management Teams.
. Manage repairs and parts requests.
. Thorough knowledge of 21 product lines.
ART.COM - Lake Forest, Illinois
6/1999 to 9/2000
Assistant Customer Support Manager
Leading online retailer of over 100,000 prints, posters, pre-framed art,
photos, and original art. Art.com addresses every customer profile by
offering inexpensive wall posters to high-end signed limited editions.
. Internet based customer service, problem solving, order adjustment,
and problem escalation.
. Assisted Customer Service Manager with call center issues.
. Fostered inter-departmental communication to resolve order issues-when
none existed.
Education and Training
Bachelor of Science in Communications ( NORTHWESTERN UNIVERSITY -
Evanston, Illinois
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