Customer Service Manager

Malika stephenson

** *** **** ( Edison, NJ ****7 848-***-**** ( *********@*****.***

Dedicated and technically skilled business professional with a versatile

administrative support skill set developed through experience as an office

and customer support manager.

Excel in resolving employer challenges with innovative solutions, systems

and process improvements proven to increase efficiency, customer

satisfaction and the bottom line.

Offer advanced computer skills in MS Office and other applications/systems.

Core Professional Strengths

Office Management Report & Document Employee Morale building

Teambuilding & Preparation

Supervision Spreadsheet & Database Meeting & Event Planning

Staff Development & Creation

Training Accounts Payable Inventory Management

Policies & Procedures Bookkeeping & Payroll Medical

Manuals knowledge/Terminology

Professional Experience

Ashley Furniture HomeStores 2007 to Present

Customer Support/Call Center Manager

Over sees daily call center operations managing a staff of 16 associates.

Responsibilities include administrative, billing, personnel issues, human

resources policies and procedures, payroll, ongoing training and coaching,

hiring/firing and providing great customer service to all internal and

external customers'.

. Responsible for identifying trends of escalated issues in a timely

manner and develop ways to eliminate issues in turn minimizing

corporate risk.

. Respond to all BBB and NJ Consumer Affairs disputes.

. Observe and document individual progress, development, rewarding and

coaching/counseling as appropriate.

. Measure and report on key performance indicators (completion

percentages ect) that reflects on the teams success and opportunities.

. Develop and maintain relationships with vendors and outside service

contractors.

. Daily communication and collaboration with inventory, delivery and

sales management to resolve customer concerns and improve interrelated

processes.

Raymour and Flanigan Furniture 2004 to 2007

Customer Service Call Center Manager

Over saw daily call center operations managing a staff of 22 associates.

Responsibilities include administrative, billing, personnel issues, human

resources policies and procedures, payroll, ongoing training and coaching,

hiring/firing and providing great customer service to all internal and

external customers'.

. Handled a busy phone system, functioned as primary liaison to all

escalated customers and ensured a consistently positive customer

experience.

. Accurate and timely review/approval of staff payroll and work schedule

through ADP Etime.

. Developed and maintain relationships with vendors and outside service

contractors.

. Ensuring staff provides thorough and timely responses to messages,

both email and voicemail.

. Contributed to the overall performance of the region driving a 10%

increase in customer satisfaction.

. Monitor, analyze and implemented changes on exchange and return rates.

This included a daily review and reports of who/what and why for

product returns.

. Maintain proper staffing levels and to cover all work assignments

. Measure and coach on key performance indicators (completion

percentages, ect.) that reflect on the teams' success and

opportunities.

Dr. Terezia Pediatrician 2001 to 2004

Office Manager

Oversaw daily medical office operations and managed a staff of 6

associates. Responsibilities included administrative, billing, personnel,

Human Resources, Contract negotiations, payroll and numerous administrative

functions.

. Responsible for negotiating, completing and submission of all

contracts with all insurance companies.

. Prepare and distribute payroll in addition to quarterly payroll tax

preparation.

. Post all charges and payments for insurance companies including

transmission of all electronic claims.

. Oversaw inventory and purchases of medical and office supplies.

. Ensured that staff performed daily office functions such as; insurance

verifications, pro-certifications and referrals.

. Quickly became a trusted associate to the Doctor and earned a

reputation for maintaining a positive attitude and producing high-

quality work.

Education

DeVry University, North Brunswick, NJ

2001 to 2004

A.S., Computer Information Systems

Professional Training and Skills

OSHA Training CPT/ICD 9 Beginners and Intermediate

Medical Terminology HIPPA Training

Software Proficiencies

Lotus Notes, Microsoft Office 2007, Word Perfect, Outlook, C++, Java,

Profit, Cross Docks and GER's

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