Customer Service Manager
Resume:
Christian S. Pridgen
RELATED COURSEWORK
An intricate study of Medical Terminology, Developmental Psychology,
Medical Legal Issues, and Text Entry Formatting. Processing of memos,
referrals, and other medical documents using examples from text. A preview
of Medical Coding and Billing, using ICD-9 code book. An A student in Word
Processing, Public Speaking, Art, Literary Arts, Politics, and Psychology.
PROFESSIONAL STRENGTHS
Decisive, forward-thinking leader committed to open communication and
continuous improvement. Analyzes situations rapidly, makes decisions and
meets demanding objectives. Excellent interpersonal skills. Consistently
recognized for excellent work ethic/dedication.
Resourceful problem-solver. Broad administrative skills. Results oriented
team player, successful at interacting with all levels of management. Self-
reliant, disciplined, and an initiator.
SUMMARY OF QUALIFICATIONS
Skilled Data Entry Specialist; Switchboard Operator; Project team leader at
multi-national call center focusing on Customer Service, Telephone Skills,
Developing Standards, Fostering Teamwork, Providing Feedback, Managing
Processes, People Management, Promoting Process Improvement, Supervision,
Emphasizing Excellence
PROFFESSIONAL EXPERIENCE
Cambridge Behavioral Health
Switchboard Operator
May 2008-June 2008
Temporarily filled in for Switchboard Operator by assisting in:
. transferring calls
. documenting callers
. completing referral forms
. medical document filing
. scheduling/rescheduling appointments
Prescription Solutions
Project Team Leader
October 2006 - December 2007
. Accomplish call center human resource objectives by training, assigning,
coaching, motivating, counseling, and disciplining employees;
communicating job expectations; planning, monitoring, appraising, and
reviewing job contributions; enforcing policies and procedures.
. Achieve call center operational objectives by contributing information
and analysis to organization plans and reviews; preparing and completing
operations plans; developing customer interaction models; developing and
monitoring quality assurance policies, procedures, and response
methodologies.
. Plan and maintain efficient operations by implementing, and evaluating
call center process; implementing and monitoring policies and procedures;
monitoring and analyzing telephone statistics and forecasts; adjusting
staffing schedules to match call volumes; implementing production,
productivity, quality, and customer-service standards; identifying and
resolving problems; implementing changes; resolving escalated problems.
. Enhance staff performance by designing, developing, presenting, and
evaluating training programs.
. Accomplish organization goals by accepting ownership for completing new
and different requests; exploring opportunities to add value.
. Coordinate special projects including evaluating training needs, and
motivational presentations for the purpose of influencing agents to
achieve effective call resolution, etc.
. Supervise team of 15 to 25 Call Center Representatives.
. Monitor Personal Time and absences in PC Punch time system for employees
on team.
. Provide Human Resources with appropriate paperwork and information on
employee's attendance.
L&L Food Stores, Rocky Mount, NC
Cashier
March, 2003 - October, 2005
. Responsible for assisting the Store Manager in effectively running the
store in order to maximize sales and minimize costs.
. Provide guidance and direction to the entire store team in the areas
of merchandising, inventory control, cash control, loss prevention,
and expense control so the store will operate effectively and
profitably.
. Maintain a clean, well merchandised store.
. Assume lead role when manager is out.
. Ensure customer satisfaction in all areas of sales and service.
EDUCATION
Associate in Arts
Nash Community College, Rocky Mount, NC 2004 - 2008 December 17
***150% completion, focusing on communications, literature, and
history
Associate of Health Information Technologies
Edgecombe Community College, Rocky Mount/Tarboro, NC 2010-2012 May
***Currently attending
Surgical Technologies Diploma
Edgecombe Community College, Rocky Mount/Tarboro, NC 2011-2012 July
***Start August 2011 after completed of the TEAS Testing Spring 2011
COMPUTER SKILLS
Microsoft Office 2003, Microsoft Office 2007, Windows XP, Windows Vista,
AS400 Claims System, Word Perfect 12, E-mail, Internet Explorer, Mozilla
Firefox, etc.
1520 West Mount Drive
Rocky Mount, NC 27803
***********@*****.***
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