Customer Service Manager
Resume:
abln26@r.postjobfree.com
Jason Hagey
Expert in customer service management, order fulfillment and operational
a nalysis. More than 10 years of management experience and 15 years of customer
service experience.
ACCOMPL ISH MENTS
• A critically-acclaimed t raining and talent development department and program.
• Built call centers from the ground f loor up.
• Achieved a 300% increase in upsells and customer retention through sales t raining
and coaching techniques.
• Established process for individual employee development that resulted in a 41%
p romotion rate among employees.
• Increased employee performance by 25% through creation of strategic initiatives.
• Shaped processes for improving end user-to-software developer communications.
• Managed call center, quality assurance, and t raining staffs for small, medium and
l arge call centers.
• Designed a team t raining program to improve performance for 20+ agent teams.
• Managed and directed corporate-wide t raining ini tiatives for growing organizations.
• Created and led t raining and development departments.
• Wrote management t raining cur riculum for first-level supervisors.
• Trained New Hi re courses for Customer Service departments.
• In t roduced “team community” strategies to develop learning teams.
• Developed performance quality monitoring standards for call centers.
• Coordinated and executed seating strategy for 200+ employees to better meet current
and future requirements.
• Preparing reports for t racking performance quality.
SKILLS
• Expertise in using organizational systems design to meet J.D. Power and Associates
requirements and matching ICM I recommendations.
• Experienced manager of customer service personnel, t raining, operations, and
quality assurance.
• Assessing current organizational standards, recognizing areas for improvement, and
facilitating and planning ways of meeting new standards.
• Analyzing multi-departmental performance needs and planning, coordinating, and
supervising a series of projects to fulfill those needs.
• Examining t raining and development needs and creating and compiling a series of
t raining meetings to meet those needs.
• Coordinating organizational standards, planning meetings, organizing processes,
and controlling results through a system of checks and balances.
• Hi r ing employees, scheduling work processes, planning strategy, organizing
resources, directing work, delegating projects, conducting meetings and evaluations,
i nitiating change, enabling employees to complete projects, and supervising overall
department.
• Leading discussions to evaluate standards and problem-solving to improve
performance.
E MPLOYMENT H ISTORY
Manager – Call Center, Training, Operations First Support Solutions
2009-2010
Quality and Education Manager APX Alarm Security Solutions
2007-2009
Customer Service Development Manager APX Alarm Security Solutions 2006-
2007
Team Lead – Information Specialists Nu Skin Enterprises 2001-
2006
EDUCAT ION
Master of Business Administration University of Phoenix
Feb 2007
Bachelor of Ar ts: Theatre Directing Brigham Young University Apr
2001
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