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Customer Service Manager

Location:
7444, United States
Posted:
May 25, 2010

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******* *****

**

Peck Avenue

Pompton

Plains, NJ 07444

Home:

973-***-****

Cell:

973-***-****

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

Summary of Qualifications

Supervisor skilled in providing world class customer service, call

quality/tracking/monitoring, data analysis, client account/associate

management, forecasting, operations/project management, motivation,

developing training and call monitoring programs for technical and non-

technical associates in a call center environment. Adept at applying sound

business strategies and tactics to set and achieve targeted goals. Known

for the ability to manage critical client and associate issues by seeking

out and utilizing appropriate resources to bring to resolution and follow

up to ensure satisfaction. Actively coach, train and develop staff through

leadership and team building with a proven ability to communicate

knowledge/skills to all levels.

Job Scope

Supervised 24 front line support associates utilizing phone activity, case

management, and call monitoring

tools. Provide coaching, team building, scheduling, motivation and

coordinate training development.

Accomplishments

. Achieved consistent call quality, pleasant client experience and call

closing by utilizing live/recorded phone

coaching sessions. This resulted in quality scores above 70% target

with scores 80% or above.

. Reduced call waiting, idle time and call duration by 15% and improved

service level performance over 85%

target with consistent scores 90% or greater utilizing coaching,

monitoring and on the floor visibility.

. Championed motivational ideas and programs to improve associate

morale, attendance and performance

. Developed comprehensive training grid supporting 40+ progressive

training programs on products/tools for

11 US and Canadian Region Managers to utilize, track and schedule,

resulting in reduced call volume of 15%

. Achieved Region of The Year recognitions for exceeding client

satisfaction and service level scores of 4.0

on the Customer Service Forrester Survey and 90% or higher over ADP's

goal of 85%.

. Led national/international training committee to poll, analyze,

evaluate and recommend training to

increase level of associate knowledge improving customer first call

resolution, talk, hold, and wait times

. Achieved Circle of Excellence Award annually for team achieving

target goals in availability, call

case/volume and prompt callbacks

. Managed Regional Value Added Service program (VAS) consistently

exceeding yearly set target goals of

$284K by instituting motivational programs to drive performance

. 1999 Northeast Regional Hero award for providing excellent service

support to sales dept and clients

. Achieved Client Account Management Award from sales department as Client

Account Manager

Professional Experience

ADP Dealer Services, Roseland, NJ (1985-2009)

Client Technical Analyst (2/2009-6/2009) Previous Position restructure due

to company reorganization

Internal Support Supervisor/Coach (2002-2009)

. Managed call center technical/non technical associates

. Analyzed data/statistics/call mentor monitoring and delivered

monthly/yearly performance reviews

. Provided assistance and product resource for associate/client issues and

feedback for career training and path

******* *****

Page 2

Client Account Manager (2000-2001)

. Communication path for clients and sales personnel to contact with

critical issues

. Appropriated resources and tools to help drive issues to resolution

and customer satisfaction

. Initiated follow-up calls on resolved issues and maintain monthly

proactive calls to critical clients to ensure client satisfaction

Internal Support Supervisor (1993-2000)

. Managed call center technical/non technical associates

. Analyzed data/statistics/call mentor monitoring and deliver

monthly/yearly performance reviews

. Provided assistance and product resource for associate/client issues and

feedback for career training and path

Team Leader (1988-1993)

. Oversaw all levels of associates work flow in parts and service

department

. Monitored cases/calls ensuring associate work load was moving

forward

. Provided resource assistance to associates, backed up supervisor

when not available for critical client issues

Associate Client Technical Analyst - Client Technical Analyst III (1985-

1988)

. Client phone support - Answered client questions and troubleshoot

technical issues to resolution

. Followed up with client in a timely manner on resolved issues

. Keep client informed on issue diagnostics when not a 1st call

resolution, setup follow up time frames

. Troubleshoot IT issues both internally and for client

Computer skills

. Microsoft Office Suite

Education & Professional Development

County College of Morris, Randolph, NJ

Company Sponsored Training including:

Leadership I & II, Conflict Resolutions I and II, Communication with

Style, Managers and Supervisor

Conference, Management 360 View, Microsoft MS Office, PC Communications

Skills, Coaching for Quality

Improvement, MS Networking Essentials and HR-Harassment training



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