Customer Service Manager
Resume:
Jeffrey China, cccm
*** ****** ****** ( Lansdowne, PA 19050 ( abm06s@r.postjobfree.com ( (610)
Distinctively qualified, award-winning Customer Service / Call Center
professional with 15+ years of experience building and managing highly
successful call centers for diverse organizations
SUMMARY OF QUALIFICATIONS
. RESULTS ORIENTED, VERSATILE INDIVIDUAL WITH A SOLID WORK ETHIC AND
NATURAL LEADERSHIP CAPABILITIES TO SUPPORT OVERALL ORGANIZATIONAL GOALS
FOR GROWTH AND PROFITABILITY THROUGH EFFECTIVE CUSTOMER SERVICE / CALL
CENTER MANAGEMENT.
. Possess the drive, resourcefulness and ability to thrive in challenging
environments and utilize superb critical thinking and analytical skills
in providing innovative solutions to existing or emerging problems.
. Demonstrated ability to communicate effectively with diverse groups of
individuals while maintaining the highest level of quality in service and
total commitment to customer satisfaction.
. Focus on bottom-line profitability by monitoring and ensuring customer
service / call center and overall business, financial and personnel
performance aligns with established organizational goals.
Call Center Leadership Certification
COURSES:
. LEADERSHIP & STRATEGY DEVELOPMENT
. Effective Human Resources Planning & Management
. Max Contact Center & Customer Enabling Technology
. Workforce Management
. Customer Satisfaction & Effective Contact Handling
. Monitoring & Coaching; Reporting & Benchmarking
Technical Skills
PLATFORMS & TOOLS
. SOFTWARE: SARBANES OXLEY; MICROSOFT OFFICE SUITE: MS ACCESS, EXCEL,
WORD; MACS; TCS; VAX; CDI; CIS; NT; ACD; IVR; JD EDWARDS, SAP.
. OPERATING SYSTEMS: AT&T CENTERVIEW MONITORING SYSTEM; BLUE PUMPKIN
MONITORING SYSTEMS; NEC SYSTEMS; KRONOS TIMEKEEPER SYSTEMS; TCS
SCHEDULING SYSTEM; ISO COMPLIANT; RS6000 BCMS SYSTEMS; COMDIAL SYSTEMS;
SALESFORCE CRM; CCMIS SYSTEMS; CENTREX SYSTEMS.
. HARDWARE: HP; DELL; APPLE.
. NETWORKS: UNIX; CISCO.
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE / CALL CENTER LEADER DECEMBER 2005-PRESENT
JCC Systems Lansdowne, PA
A privately held company with a focus on providing consultation and advice
to individuals and businesses regarding best practices in the customer
service / call center industry.
. Manage sales, new business development, and account management within
assigned territory; meet with customers to observe and evaluate their
operations, collect their business and technical needs, and develop call
center strategies.
. Recommend and build customer service/call centers for clients using the
latest techniques/technologies-in/outbound call center up-selling
strategies, account services process, CRM, VOIP, employee motivation and
process improvement.
. Professional lecturer and speaker on the competitive advantage and bottom-
line efficiencies associated with being a leader in customer service;
primarily speak at mid-sized companies but have delivered
speeches/presentations at tradeshows.
. Facilitate training for both individuals and companies in all aspects of
building and maintaining a world-class customer service / call center
that result in maintaining the highest degree of customer satisfaction,
loyalty, and retention.
Significant Accomplishments
> Increased sales revenue for Vital Home Services by 30% / $6M;
additionally increased sales for Velocity Express by 22% / $2.1M after
implementation of all recommended best practices techniques and
methodologies.
National Customer Solutions Manager March 2004-December 2005
Velocity Express Bridgeport, NJ
Company with 125 locations / 3,500 independent contract drivers in the U.S.
and Canada that provide same-day, on-demand delivery services to the
financial, pharmaceutical, and office supply industries
. Successfully consolidated and reengineered the customer satisfaction
model enterprise-wide working cross-functionally with various internal
departments to streamline operations and meet the needs of the
organization and its clients.
. Provided executive oversight for entire Customer Care organization;
managed $42M of customers' business, 45% of company revenues and was the
driving force behind total customer service retooling (World Class
initiatives) companywide.
. Additionally oversaw the Customer Escalation protocol that provided a
series of steps to be taken in the event of escalated issues to ensure
each issue was resolved according to priority.
. Built the National Customer Care Center from the ground up in just 10
months which included recruiting, hiring, and training all the key
personnel, establishing policies/protocol, and ensuring top quality
service in all areas.
Provisioning / Call Center Manager September 1999-February 2004
Vital Home Services (Closed in 2004) Wilmington, DE
A diverse consultancy with 1,000 employees that provided a truly global
perspective and expertise across a wide variety of disciplines to primarily
help utilities and medical companies and executives relocate and expand
their infrastructure.
. Managed a fast-paced, high volume call center for a large consultancy
company which included P&L, operations, finance, HR, and project
management, team building/leadership, client relations building, and
maintaining telecom integrity.
. Developed and directed the customer call center to ensure customer
satisfaction, improve call efficiency, low abandonment, increase revenue
through upsell and promotional programs and improve employee product
knowledge through training.
. Provided superior leadership, direction, and supervision for a staff that
included 4 teams comprised of 60+ customer service associates and 2
supervisors for a 200-seat in/outbound call center operation.
. Managed in-house and outsourced client management; key clients included
Comcast; the State of Pennsylvania, Astea International, and a broad
array of other leading and high profile local, national, and
international companies.
. Utilized traditional and cutting edge management techniques to achieve
and maintain a consistent 98%+ customer satisfaction rate by continuously
monitoring and evaluating employees-hired, trained, and terminated
personnel as needed.
Additional EXPERIENCE
. SENIOR CUSTOMER SERVICE SUPERVISOR, ALLIANCE DATA SYSTEMS/USSB,
VOORHEES, NJ.
. Customer Service Specialist, Chemical Leaman Corporation, Exton, PA.
. Customer Service Representative, John Hancock, Mutual Life, West
Chester, PA.
Education & Training
B.A. DEGREE - POLITICAL SCIENCE
Cheyney University Cheyney, PA
Specialized Training
. Call Center Leadership Certification, Purdue University, West Lafayette,
IN.
. The Harrisburg Internship Scholarship Program - Awarded to only 14 people
selected for the program due to their academic achievement and political
awareness in the state-Served as the Representative of Cheyney
University.
. Keys to Leadership I & II, Vital Home Services.
Professional Associations
. MEMBER, TECHNOLOGY PROFESSIONALS NETWORKING GROUP, PHILADELPHIA, PA
REGION, 2007-PRESENT.
. Member, North American Call Center Professionals Network, National
Organization, 2006-Present.
. Member, Call Center Networking Group, National Organization, 2006-
Present.
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