Customer Service Manager

Barbara A. Forest-Beriso

*N*** Bruce Ave ( Addison, IL 60101 ( Home: 630-***-**** ( Cell:

630-***-**** ( ******@*******.***

Director / Manager of Customer Service & Call Center Operations

Results-proven, client-focused customer service and call center manager

with proven success leading customer service and call center

operations/teams, as well as experience in technical customer

service/support roles for Fortune 500 companies. Commended for managing

high-volume customer service departments and call centers, with a track

record of building A-caliber teams, instilling an organization-wide

commitment to service excellence, salvaging million-dollar accounts through

crucial sales support, and tripling CSR productivity/efficiency. Backed by

solid credentials; analytical and technical proficiencies; and complaint-

handling and customer-facing skills. Expertise includes:

Service Excellence Customer Service & Call Center Teambuilding &

Programs Management Training

Call Center Metrics Internal/External Business Partner Leadership &

Improvement Alignment Supervision

Policy/Procedure Problem Solving & Rapid Issue Sales Support

Development Resolution Systems Automation

CSR Productivity Customer Satisfaction Tracking &

Increase Enhancement

Customer Service & Call Center Management Experience

INLAND REAL ESTATE INVESTMENT CORP. - Oak Brook, IL

Customer Service Manager, 2007 to 2009 (layoff)

Oversaw customer service operations within high-volume environment for one

of the nation's largest commercial real estate and finance groups,

reporting directly to company president. Supervised, motivated, and

evaluated a team of up to 11 customer service professionals handling

approximately 10,000+ incoming calls per month. Recruited and developed new

members; maintained positive, collaborative relationships with

internal/external business partners; provided updated account information

and ERISA values; resolved customer problems as the final authority on

escalated issues; and tracked and continually drove improvement of call

center/customer satisfaction metrics and key performance indicators (KPIs).

Key Results:

. Honored with corporate award for swift, corrective actions following

computer error that, if left undetected, would have resulted in serious

negative impacts for key client and its customer base of 30,000. Detected

and resolved issue overnight, directed complete program re-run, and

followed up with customer to ensure receipt of accurate information on

all of their customers' financial statements.

. Reduced call abandon rate three-fold (from 6% to less than 2%),

benchmarking an all-time best for department.

. Cited for excellence in quickly resolving customer complaints/issues as

the final escalation point-person for regional/ assistant sales VPs and

75+ field sales employees. Trained field sales/financial advisor staff on

a variety of investment forms (e.g., subscription documents, investment

liquidation/transfers, re-registrations) as well as REIT (Real Estate

Investment Trust) and private limited partnership processes.

. Created and implemented department's first-ever comprehensive training

manuals, new-hire training program, and ongoing staff-development

sessions. As a result, accelerated new employee ramp-up time, catapulted

customer satisfaction, and empowered employees to rapidly resolve

customer issues. Also decreased staff/customer frustrations, long hold

times, unnecessary/incorrect transfers, and accidental call disconnects.

. Spearheaded and managed implementation/customization of company's first

ACD (Automated Call Distribution) system. Implemented sophisticated

solution to further decrease hold time/transfers, increase customer

satisfaction, and better accommodate business needs during peak and non-

peak times.

. Assisted with the successful implementation of call transfer/tracking

systems for peer department (1031 Exchange Group). Advised group on call

center staffing and system requirements and led training on inbound call

handling.

. Praised by company president for eliminating complaints on customer

service department - a first in company's history.

CROSSCOM NATIONAL - Deerfield, IL

Project Manager, 2006 to 2007 (layoff)

Oversaw planning and execution of large-scale, enterprise-wide client

projects involving the implementation of state-of-the-art retail voice and

data systems. Managed resources; assisted with development of scope of work

(SOW) and execution of pilot and full-scale installations; and helped guide

the delivery of project to ensure optimal client satisfaction and

attainment of Crosscom National target margins. Managed a geographically

disbursed team of project coordinators and field service representatives

(FSRs) based in FL, AK, UT, KS, and IL; interfaced extensively with project

executives; and worked collaboratively to coordinate work with other

project teams to facilitate successful deliverables. Key Results:

. Managed massive project for Fortune 500 client (T-Mobile), successfully

leading the installation of 1,500 routers/switches despite numerous

technical complexities, scheduling problems, and equipment provider

shipment delays.

. Commended for work that resulted in zero downtime and no lost sales

during holiday season.

Barbara A. Forest-Beriso R sum - Page Two

ARJO, INC. / USA (Part of the GETINGE GROUP) - Roselle, IL

Customer Service Manager, Operations, 2005 to 2006 (layoff)

Trained and managed an eight-member customer service department, leading

quality initiatives and service delivery to ensure optimal customer

satisfaction. Established service standards/performance metrics; provided

regular reporting to president, SVP, CFO, and operations VP; and served as

final authority in resolving escalated customer issues. Key Results:

. Excelled managing department, team, and daily operations within high-

volume environment that averaged 430 calls daily. Consistently met and

frequently exceeded monthly order-entry goals (handling $4.2M to $7.2M

each month).

. Became the primary go-to person relied upon by 55+ field sales personnel

(including regional sales directors) to rectify complex customer issues

(e.g., product availability, delivery issues, order inaccuracies). Cited

as instrumental in averting the threatened loss of million-dollar

contracts due to rapid, decisive actions solving issues and rebuilding

customer trust.

. Instituted fail-safe follow-through within mandated 48-hour timeframe on

all claims with primary LTL carrier to reverse a history of monetary

losses due to lost or damaged freight.

. Redesigned customer complaint-handling program, instituting process

automation that accelerated response-time on customer complaints and

skyrocketed customer satisfaction levels.

. Continually met and frequently exceeded daily call center goals.

Maintained average of answering a minimum of 97% of all inbound calls

(with 1% or less of calls escalated to management) and kept abandoned

calls to 3% or less.

GVW Holdings (Grand vehicle works) - West Chicago, IL

Call Center Manager, 2003 to 2005

Directed daily operations of call center and 13-member CSR team.

Coordinated staffing initiatives, including recruiting, training, coaching,

and hire/fire responsibilities. Researched customer issues requiring

escalation, and interacted extensively with other departments to design

resolutions in the customers' and company's best interests. Key Results:

. Delivered breakthrough gains to call center performance, efficiency, and

customer responsiveness. Cut call abandon-rate in half (from 6% to less

than 3%), reduced manual unavailable time by more than 150%, increased

average per-day call volume from the mid 400s to the mid 500s, and

elevated average per-person calls answered weekly by up to 300%.

. Provided the leadership, coaching, and best practices that enabled CSRs

to more effectively handle pressures and demands during busy season.

Equipped team with the ability to answer more than 630 calls per day-a

record high.

. Improved call center morale by providing a more pleasurable, motivating,

and customer-centered environment through introduction of FISH!

Philosophy concepts.

Technical Customer Service & Support Experience

Assigned to high-profile client accounts (e.g., Home Depot, Social Security

Admin.) and earned multiple promotions, awards, and outstanding marks on

appraisal reviews during previous positions in technical customer service

and support roles:

Selective Recruiting, Inc. / Apex Systems, Inc. - Installation Technician,

Randolph, NJ; Chicago, IL 2002 to 2003

TEK SYSTEMS - Downers Grove, IL TCOM Tech 1/Consultant to WorldCom/MCI,

2001 to 2002

AT&T GLOBAL NETWORK SERVICES - Various Technical Customer Service/Team

Schaumburg, IL Leader/Secretary Specialist Positions,

IBM GLOBAL NETWORK SERVICES (merged 1994 to 2001

with AT&T)

Education & Credentials

DEVRY UNIVERSITY - Addison, IL - BS in Telecommunications Management, Magna

cum Laude, 2001

Microsoft Certified Professional (MCP #2808145) in Windows 2000 Pro ( FBI

Clearance, 2002

Additional Training: Delivering Exceptional Customer Service, 2007;

Communicating with Tact and Skill for Managers, 2006; Coaching and

Teambuilding Skills for Managers, 2004; Workforce Diversity Training, 1998,

1995

Technology Skills Summary

Software & Systems: MS Office (Word, Excel, PowerPoint, Access, Outlook,

Project, Visio); IRIS; ISIS; ALF; Saleslogix; Interwoven DeskSite; Global

Navigator (GNAV); Movex; AS400; Lotus 1-2-3; WordPro; Freelance Graphics;

ITAS; ITS; TREX; Netpro; Mecca (Multiplex Engineering Control Center

Activity); NMT (Network Management Tool); Installation Manager; CSMI

(Customer Service Management Interactive); Karmak; Windows XP; MS-DOS;

Norstar Cinphony ACD/Norstar Prelude Telephony Systems (including Cinphony

Levels I and II)

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