Customer Service Manager

Gwendolyn Foster Oglesby

**** ****** ***** ***** 904-***-****

Jacksonville, Florida 32218 ********@*********.***

Professional Profile

Management Professional with extensive experience in operations and project

management; specializing in an outsourcing and servicing environment.

Track record of recognition for outstanding individual and team

performance. Exceptional interpersonal skills used to develop high-

performance teams and ensure quality customer relations. Adept at analyzing

reports and implementing corrective processes targeted at improving

efficiency. Areas of expertise include:

Operations Process Improvement Problem Resolution Development

Coaching

PROFESSIONAL EXPERIENCE

JCPenney-Retail-Jacksonville, Florida

2009-present

Store Training Supervisor

Plan, schedule and execute required positional training within established

timeframes. Ensure store maintains customer service standards. Perform

customer service observations, review customer surveys / error reports and

provide feedback to associates with appropriate coaching. Provide initial

on-boarding training and certification for new hires. Ensure necessary up-

training to existing staff and work with leadership team to identify and

correct performance gaps. Act as liaison between associates and management

for idea generations and process improvements. Inspire associates on

accountability for performance and participation in company sponsored

events/activities.

Selected Accomplishments:

. Improved customer service survey results within three months.

. Store achieved coveted CustomerFirst award twice within five months of

leadership.

. Exceeded company's training compliance goals for training supervisor

position.

. Implemented creative methods to motivate and up-train staff to meet or

exceed goals.

HSBC - Private Label - Jacksonville, Florida 1999 - 2008

Manager / Specialty Manager

Provided leadership, direction and motivation to employee base, including

the development of staff to meet and exceed performance metrics. Handled

all disciplinary situations in accordance with company policies. Ensured

adherence to compliance and operational risk controls; address compliance

breaches and operational loss events. Assured customer concerns were

handled in a professional manner, demonstrating excellence in service and

commitment to customer satisfaction while balancing the fiscal concerns of

the company. Collaborate with various levels of management regarding

operations, employee issues and company growth.

Selected Accomplishments:

. Project Manager - Escalation/Complaint Department - Administrative and

technical responsibility of a 36 member team with 10,000 + average

monthly call volume. Realized call-efficiency reduction of 6.8% and a 46%

reduction-rate with "after call/not ready status". Resulted in team's

ability to service calls more efficiently and exceed goals. Responded to

complaints on behalf of site director and identified additional training

needs for employee base.

. Transitioned escalation/complaint department to global responsibility

consisting of three U.S. sites and one off-shore site in India.

Implemented processes for global conversion of call routing; established

guidelines and procedures for local staff of 275 employees.

. Involved in employee issues such as disciplinary and corrective action

processes (including termination), interviewing, job recruitment and

salary determination, training courses for employee base.

. Developed unit manager handbook which outlined manager duties and

procedures for day to day operations.

. Voted Manager-of-the-Year based on team performance and individual

contributions to the business unit.

. Won $1K monetary award for identifying error-generating programming

glitches and policies/procedure flaws that were mitigated resulting in

significant expense reductions.

. Six Sigma - Served as subject-matter expert on several Six Sigma Black

and Green Belt projects targeted at improving processes and procedures.

. Gwendolyn Foster Oglesby

904-***-**** Page 2

. Branding Initiatives - Managed a $25K assigned budget for employee base

of 275 as the Team Leader for employee outreach efforts, philanthropic

and community events.

. Developed local site's recruitment and interviewing process, allowing for

increased applicant screenings and a more qualified applicant pool.

. Instrumental in transitioning department from service-only to sales

environment. Critical role in training and directing staff on compliance

policies and product knowledge.

. Regular recruitment of staff using the behavioral interviewing model;

recommend hire and salary.

Prudential / AETNA - Jacksonville, Florida 1980 - 1998

Supervisor, Dental Claims

Supervised and coached a team of dental claim examiners to meet or exceed

established goals. Established strong and productive relationships with

dental clients. Administered performance appraisals and other development

vehicles. Represented company with various clients regarding dental

insurance coverage. Presented dental plans to prospective clients and

participated in nationwide open enrollment sessions and benefit fairs.

Comprehensive knowledge of DMO, PPO and Traditional dental plans.

Selected Accomplishments:

. Voted team Leader-of-the-Month multiple times based on team performance

and individual contributions.

. Subject-matter expert for Sales Department at benefit fairs.

. Senior Dental Claims Examiner - selected to process claims during claim

demonstrations.

education

Bachelor of Business Administration, Business Management,

University of North Florida - Jacksonville, Florida

Company sponsored classes

Achieving Customer Excellence Series: Reaching for Stellar Service,

Connecting with Customers, Guiding Customer Conversations, Healing the

Customer Relationships.

Leadership for Results Series: Giving Recognition, Giving and Receiving

Constructive Feedback, Managing your Priorities, Navigating Change,

Proactive Listening.

Teambuilding, Leaders at all Levels, Bringing out the Best in Others,

Making the Right Choice, Positive Workplace Environment.

Behavioral Interviewing, How to pick the right people

Six Sigma Training: Black Belt, Green Belt and Quick Hit Projects.

TECHNICAL / COMPUTER SKILLS

Proficient skills in Microsoft Office including MS Word, MS Excel, MS

PowerPoint, Lotus, Internet, and Email.

COMMUNITY INVOLVEMENT

Executive Secretary, Employee Outreach Committee - Prudential/Aetna

(approve funds/grants for non-profit agencies based on pre-established

criteria)

Member, Minority Interchange, North Florida Chapter (Special Events and

Public Relations)

Volunteer, Habijax and Paint The Town (home ownership and home maintenance)

Classroom Volunteer/Curriculum Development/Bowl-A-Thon, Junior Achievement

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