Customer Service Manager

David G. Hood

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

Jasper, AL ***01

Phone: 205-***-****

E-mail: *********@*****.***

Customer-focused customer service professional with strong in-bound and

out-bound call center experience for leading telecommunications[pic]

companies and expert knowledge of wireless communications products. Skills

include a demonstrated competency in Windows applications, technical

knowledge of telephony, keyboarding proficiency, and efficiency expert with

writing policies and procedures to improve overall call center operations.

Articulate with excellent verbal and written communication skills.

Diplomatically resolve customer complaints and diffuse tension to ensure

customer retention.

Summary of Qualifications

. 8-years of experience as Call Center & Workforce Manager

. Areas of expertise include customer service & loyalty, proficient

negotiator, strong communication skills, and knowledge of call center

operation.

. Proven ability to lead, motivate, and train large teams with

experience managing groups of 20+ staff members.

Technical Skills

Hardware: Wireless Network Equipment, 3 COM Wireless Certified, Certified

repair for computers, AVAYA switch and AVAYA Call Center Management

Program.

Technologies: Certified Broadcast Engineer & Multi-line Phone System &

Printers.

Systems: Windows (Windows 7/2003/NT/XP) & Mac OS 6/7/8/9.

Networking: Certified Instructor in Basic A+ Hardware, Software & Certified

Instructor Network+, and Cable Internet Technical Support.

Employment History

TelControl Inc. Huntsville, AL March 2007 - Present Company purchased

and moved to Canada

Technical Support Specialist

. Performed and assisted in remote site monitoring of the 911 system

associated with telephony and/or computer telephony integration (CTI)

technologies.

. Generated and maintained site-specific reports, regarding asset

information, system performance, hardware and software inventories,

and system configurations.

. Performed on site troubleshooting (assistance, investigation,

correction). Performed preventive maintenance activities.

. Deliver world class customer service and build customer satisfaction

and loyalty.

. Strive for one-call resolution of customer issues

Sitel Corporation, Memphis, TN July 2006 - October 2006 Contract Ended

Workforce Operations Manager

. Direct call center operations as a liaison between clients,

supervisors, and call center employees.

. Administer performance management by diagnosing improvement

opportunities, providing effective feedback, coaching, training,

professional development, and corrective action plans.

. Coordinate the interviewing, hiring and training of over 500 customer

service representatives.

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. Leading workflow and floor management to ensure service levels are

satisfied.

Charter Communications, Birmingham, AL October 2005 - July 2006 Call

center closed

Workforce Operations Manager

. Overseeing the daily performance of the call center's scheduling and

service level.

. Assisted in forecasting, scheduling, monitoring, and relocating staff

based on forecasted and actual contact volumes. Gathering data,

analyzing trends, prepare reports, and make recommendations to help

improve the efficiency and effectiveness of the call center service

level.

. Demonstrated management leadership skills - i.e., ability to build

high performance teams, motivate and influence employees to exceed

performance initiatives, and posses an understanding of the business

and financial elements of a large operation.

ACS Inc., Tualatin, OR February 2000 - July 2005 Call Center Closed

Nextel Workforce Manager

. As team leader, motivated and supervised an inbound and outbound call

center staff of 300 team members.

. Developed a system and call scripts to facilitate the efficient

management of call volume

. Provide customer service excellence and technical support[pic]

. on telephony systems.

. Ensured strict adherence to company policies and procedural guidelines

Military Service

United States Navy, Honorable Discharge 12/1988- 02/1994: E-4

Supervisor/Trainer A6E-Tram Aircraft Naval Avionics Electronics and

aircraft safe for flight inspections.

Volunteer Experience

Savannah Faith Miracle Ride: Responsible for incorporation to a non-

profit and on the Board of Directors as the Technical Manager.

Alternative Communication Techniques and Global Advocacy Corporation:

Veterans PTSD legislation, intervention, implementation. Veterans Advocate

for benefits, mainstreaming.

LifeLine Global Media: Television Co-Host, Station Manager of Radio station

KRTH. Global News, commentary

Freemason: Active member of Cordova Lodge #559.

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