Customer Service Manager

Janeigh Huber 480-***-**** Cell

**** * ****** ** 480-***-**** Home

Gilbert, AZ 85295 abmfmt@r.postjobfree.com

Professional Profile

Spirited, focused Customer Service Operations Manager, who is known for strong leadership, written and

verbal communication skills. Diligent in problem solving, decision making, and an ability to motivate

teams.

Particularly adept at:

.Experience .Leadership

.Communication .Integrity

.Conflict Resolution .Persuasive, yet not political

.Organizational skills .Performance Management

Professional Experience

First American Home Warranty Corp, Phoenix AZ

2010-Current

Claims Resolutions Supervisor

Responsibilities:

• Develop and implement work performance standards and measurements

• Ensure that all subordinate employees receive on-the-job training on the organization’s policies and

procedures

• Act as a liaison with other departments to resolve customer problems and inquiries.

• Directly resolves more complex customer inquiries, service requests and problems.

• Reviews work of subordinates for accuracy and completeness.

• Ensure all employees have a clear understanding of performance expectations and receive ongoing

feedback, recognition, and coaching.

• Utilize and maintain strong accountability measures to ensure success.

• Complete reports and conduct team meetings to disseminate information.

• Recommend and implement improvement to processes and efficiencies.

• Maintain in depth working knowledge of product versions, compliance, policies, procedures and industry.

Bank of America, Tempe AZ

2008-2010

Wealth Management Support Specialist

Achievements:

Consistently achieved “Top Performer” status on a monthly basis. This includes achieving 100% in

Quality, and exceeding contacts per hour which is a combination of phone and email work.

Responsibilities:

.Part of the Merrill Lynch & Bank of America Transition team. Assisted new clients with all of their banking

needs

Handled complex or escalated calls from customers and Financial Advisors through phone calls and

email work

Opened new accounts and completed the account set-up process

Cross sold or up sell of other financial products

Investigated/resolved a wide variety of issues and requests by working with other support organizations

to fulfill customer requests and provided thorough follow up

Coca-Cola Enterprises, Glendale, AZ

2006-2008

Warehouse Supervisor

Achievements:

Launched start-up of Distribution Center from the ground up

Lead project in striping 130,000 square foot warehouse for product storage and a more efficient flow

Safety – No recordable incidents, 100% safety record

Responsibilities:

Lead and controlled activities of warehouse personnel

Ensured shipping, receiving, storage, and distribution goals were met

Loss Prevention management

Responsible for Warehouse Metrics and reporting

Amazon.com, Phoenix, AZ

2001-2006

Distribution Center Operations Supervisor 2005-2006

Achievements:

Top 2% of employee satisfaction of the entire company conducted by an outside survey agency

Launched start-up of Distribution Center, exceeding aggressive shipping goals within two months of

building occupancy

Decreased inventory defect rate from 12% to 2% in four months

Launched network-wide initiative to recoup thousands of dollars in inventory rebates from vendors

Ensured quality and accuracy of building inventory during 53-day building shutdown

.Safety – We had a 100% safety record, with no reported incidents for the entire building

Responsibilities:

Managed outbound shipping operations

Managed the Quality Department which included constant auditing of all inventory

Ongoing training for the employees of the Shipping and Quality Departments including performance

management

Responsible for aggressive production numbers for shipments as well as a low % of inventory defects in

the Quality Department

Ensured daily productivity was achieved, therefore meeting expectations consistently

Amazon.com, Huntington, WV

Customer Service Operations Manager 2002-2005

Achievements:

Top 1% of employee satisfaction of the entire company by an outside survey agency

Selected over colleagues as site acting director

Assisted in ensuring site was consistently the lead Customer Service site (of four) company-wide

Created metrics and consistently exceeded goals for customer retention and customer satisfaction

Turned around manager through aggressive mentoring from poor performer, into top tier performer who

became actively engaged and productive for four years in a row

Responsibilities:

Managed Call Center Customer Service Operations which included five departments

Directed and coordinated the productivity of the Call Center, including phones and email work

Actively staffed Associates and Supervisors based on business needs

Set operational goals for departments to ensure our Metrics were high but also achievable

Provided strategic planning and forecasted business needs for the site

Amazon.com, Huntington, WV

Customer Service Supervisor 2001-2002

Achievements:

Liaison between our company’s largest partner. Proposed improvements to contract

Integrated two distinct customer service processes into one process to reduce inefficiencies and create

standardization

Grew customer email contacts including international contacts by 10% without increases to staff

Reduced escalation path from 200 daily escalations phone calls down to zero. We were then able to

liquidate this department and cross train staff to other areas within the call center

Responsibilities:

Customer Retention

Managed Workflow of Call Center Operations

Supervised and lead staff of 30 plus Customer Service Associates

Applied Card Systems, Huntington, WV

1998-2001

Customer Service/Collections Supervisor

Achievements:

Increased productivity within the department by at least 3% year over year

Exceeded Quality Assurance goals by 5% year over year in the Customer Service Department

.My team received the “Top Dollar Reward” in the Collections Department 3 years in a row for collecting

outstanding payments from clients that were delinquent

Responsibilities:

Directed activities of two Call Center teams

Daily monitoring and reporting of both the Inbound and Collections teams statistics

Computer Skills

Word Excel Peoplesoft

Softphone Outlook Powerpoint

Onenote .EWorkplace Kronos

Davox Merlin .Centreview

.Avaya .IEX

Education/Certifications

Rio Salado College Online, Tempe, AZ

Associates Degree in Business Management

Currently – Current GPA 3.7

Travel Career Training N Miami Beach, FL

1988

Certificate of Achievement for completing and passing the 12 week training program.

Extensive studies in all areas of travel including, airline, travel agency, rental car, hotel, train and bus

industries. This also included a job placement opportunity if one graduated the program. I was given the

opportunity to interview with Continental Airlines in the Reservation Center in Denver, CO. I was hired

and took position.

Certificates

.Capturing Brand, You .Partnering For Results

.Self Management .Resolving Interpersonal Issues

.Situational Leadership .Innovation: WOW

.Optimizing Team Performance .High Impact Hiring

.Technology and Innovations .Managing Change

.Forging Breakthroughs

.Building Community

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