Customer Service Manager

**** *.*. ***** *******

Miami Lakes, FL ***** Phone: 305-***-****

E-mail: ***********@***.*** LINDA CASTRO

Objective A challenging position which will allow me to draw upon my

vast experience and skills to improve my employers image

with the customer as well as broadening my personal

Customer Service skills

Summary of Professional and experienced in operations functions

qualifications including Customer Service and Order Activation. Working

knowledge of multiple business software which includes

Excel, Windows & NT, Microsoft Office, AS400 and Remedy.

Well organized and self-motivated individual with a strong

ability to handle multiple tasks and meet deadlines.

Work

experience

Oct. 2009 - Present

Our Lady of Mercy Cemetery

Office Administration

SUMMARY

Provide administrative support to a department and/or

Manager. Duties include general clerical, receptionist and

project based work. Project a professional company image

through in-person and phone interaction.

PRIMARY RESPONSIBILITIES

Answer telephones and transfer to appropriate staff

member.

Meet and greet clients and visitors.

Create and modify documents using Microsoft Office.

Perform general clerical duties to include but not limited

to: photocopying, faxing, mailing, and filing.

Maintain hard copy and electronic filing system.

Sign for and distribute UPS/Fed Ex/Airborne packages.

Maintain and distribute staff weekly schedules.

Collect and maintain PC inventory.

Support staff in assigned project based work.

Other duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS: Basic reading, writing,

and arithmetic skills. Knowledge of Microsoft Office and

telephone protocol. Duties require professional verbal and

written communication skills.

March 2009 - Oct 2009

Kemesa

Security Technician

Handled customer escalations, payroll, attendance,

reviews, training.

Managed and documented all product complaints

Handled all escalated calls

Assisted customers with registering/problems via phone.

Contacted merchants if customers had a problem with their

product

August 2005 - December 2008 Primus Telecommunications

Manage the Call Center floor including agent sales and

non-sales activities, agent transactions, personnel

related issues, incoming call volume and daily

operations.

. The ability to coach and motivate agents to meet and

exceed sales

. Work within a team including the operations manager,

other supervisors, and Q/A.l.

. Understand the specific goals of the program and

identify gaps in performance, productivity, quality and

cost at the agent and team level.

. Ensure individual and team quality scores meet program

goals by consistently participating in the call monitoring

and reporting process. Provide coaching and development..

. Identify and resolve operational, performance and

training issues or concerns.

.Maintain positive, consistent and effective

communications.

.Develop and deploy motivational incentives and programs.

.Understand and implement policies and procedures such as

attendance.

. Identify new Call Center talent by effectively

interviewing while utilizing your knowledge of Employment

laws and corporate legalities involving interviewing and

terminating.

Sept. 2007 - April 2008

Frontier Pharmacy

(part - time)

Coordinate product returns with vendors such as McKesson,

Cardinal Health, as well as other distribution companies

Responsible for receiving, editing, and processing

incoming requests to return products, and authorizations

in a timely manner.

Informed CEO of sales productivity

Manage and document all product complaints.

Process incoming emails/orders from customers, transmit to

3rd party distribution facility, and verify correct

shipments

August 2004 - August 2005

Cross Country CCHS

Team Leader

Supervised 15 CSR's

Responsible for Payroll, ACD Statistics, Monitoring Calls

Handled customer escalations and follow up on all CSR's

that all customer requests are processed through to

fulfillment.

May 2003 - May 2004

IDS Telecom

Manager of Customer Care

Development of over 40 CSR's and 3 Supervisor's in a call

center environment

Interviewing, hiring, disciplinary actions, reviews and

terminations

Designed and implemented procedures for interaction with

BellSouth, back-office research and Customer Service

Handled all regulatory complaints from the FCC, PSC or BBB

Met and exceeded all departmental goals for excellence for

the call center including ACD statistics and Observations

of each CSR.

March 2002 - May 2003 Precision

Response Corporation

Program Operation Manager

Responsible for overall management of the call center

including training and development of all personnel

Responsible for interviewing, hiring and development of

300 employees as follows:

11 Supervisors

10 QA Agents

270+ CSR's

Developed and implemented training procedures for new

hires and disciplinary methods for entire dept.

Created "in-house" C/S manuals to exceed manuals from

various company we represented.

March 1996 - November 2001 Primus

Telecommunications

Senior Manager of Operations

I began as a Supervisor of C/S and was promoted to Manager

and then Senior Manager of Operations. My

responsibilities included:

Development of over 200 CSR's and supervisors in a 24 x 7

call center environment.

Responsible for interviewing, hiring, scheduling, payroll

and quality assurance

Handling customer escalations including regulatory issues

from the FCC or state PSC/PUC's

Established and implemented procedures for Order

Activation for Long Distance, Local and Data/Internet

service orders.

October 1986 - October 1993

ATC/LDDS/WorldCom

Network Security Technician

I began as a CSR and was promoted to a CSR III and then to

a Network Security Technician in our Fraud Dept.

Monitored 14 LD Switched and security reports for unusual

calling patterns

Worked with customers and police to detect and prevent

fraudulent activity on calling cards

Handled account research including issuing credits,

reissuing calling cards, shutting off service to prevent

abuse

Assisted Customer Service and Marketing as needed

including consolidation of accounts, resolution of billing

errors, technical repairs and closure of repair tickets

Education Miami-Dade Community College

Miami, FL

Completed course in Real Estate/Real Estate Law

Palmetto Senior High School

Miami, FL

Languages Fluent in English and Spanish

SUMMARY OF ACHIEVEMENTS

> 20 years in the Customer Service role

> Exceptional leadership abilities concerning team initiatives

> Track record of managing teams to ensure quality service

> Able to manage multiple issues at the same time.

> Effective team builder with strong leadership qualities.

> Able to relate to people at any level of business and management with

staff and clients.

> Superior communication skills, both written and oral.

> Innovative and effective problem solver.

> Highly organized and attentive to details.

> Successfully implemented company customer service quality procedures.

> Conducted interviews for new Call Center personnel.

> Conducted trainings for Supervisors and all new employees

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