Customer Service Manager

J ennifer T r ice E -mail:

*.*****@*******.***

Macon, Ga Tel: 580-***-****

R E: Human Resource Recruiter

P lease review the enclosed resume, which highlights the skills and experience that

w ill enable me to cont ribute to your company. Du ring my five years in the customer

service field, I have demonstrated leadership, independence, and superior work

h abits, and would appreciate the opportunity to meet with you to discuss

employment opportunities.

Throughout my tenure Affinitas, I frequently had the opportunity to use my

decision making skills and I’m proud that we were able to increase productivity

significantly. I enjoy the challenges involved in my work, and applying my abilities

t o real-world situations. I also have proven ability to work well with computer

a pplications, which I am called upon to use on a regular basis.

Thank you for taking the time to review my qualifications. I would appreciate the

opportunity to interview and answer any questions that you may have.

Sincerely,

Jennifer T r ice

J ennifer D. T r ice

866 W. Grenada Ter.

Macon, GA 31206

Phone: 580-***-****

j.t ****@*******.***

Executive Summary:

Delivering quality service and satisfaction to customer, clients, and employees in a manager capacity.

Professional Experience:

Affinitas

Operations Manager

August 2009- June 2010

• Monitored daily performance of customer service representatives

• Developed representatives by monitoring calls and coaching for improvement

• Interviewed internal and external candidates

• Administered drug screens

• Managed a team of six supervisors

• Lead harassment investigations

• Developed action plans to improve performance

• Monitored supervisor and representative schedule adherence and attendance

• Enforced disciplinary action

• Approved time off request for office

• Documented and tracked technical issues with client systems

• Maintained employee personnel files

• Implemented a mentor program to assist representatives and encourage team work

• Tracked company and client approved overtime

• Reviewed anticipated hours for upcoming week

• Trained new helpdesk employees

• Trained new supervisors

• Monitored center’s weekly handle time to ensure we were within client expectations

•

Affinitas

Supervisor

May 2007-August 2009

• Managed a team of eighteen customer service representatives

• Enforced disciplinary action

• Trained new hire classes

• Monitored daily performance of customer service representatives assigned to my team

• Monitored representative attendance and schedule adherence

• Listened to representatives calls and providing coaching and feedback daily

• Managed helpdesk meetings weekly

• Trained current employees on new policy and procedures

Affinitas

Helpdesk Representative

April 2007-April 2007

• Handled irate customers

• Advised representatives on client procedures

• Ensured that updated client information was available to representatives

• Tracked representatives calls

AAFES

Senior Store Associate

October 2006-April 2007

• Marked down store clearance items

• Set-up sale ads, sidekicks, and displays weekly

• Operated cash register

• Marked merchandise price changes daily

Assurant Solutions

Contact Center Associate

Jan-2006-December 2006

• Answered telephone calls

• Explained benefits of Payment Protection to customers

• Accurately updated account information

• Retained customers to Payment Protection

APAC Customer Services

Customer Service Representative

March 2003-February 2006

• Increased customer base by signing customers up for credit card

Education:

Lawton Senior High School

General

Graduation: May 2004

GPA: 3.0

American Intercontinental University

Business Administration

Graduation: May 2010

GPA: 3.4

Personal References

Available upon request

Contact this candidate