Customer Service Manager
Resume:
Beverly Weatherford
Manchaca, Texas 78652
OBJECTIVE
A management position which requires creative team functioning to impact
operational effectiveness.
BACKGROUND SUMMARY
More than thirty years of experience in the customer service industry
including automotive, health insurance, short and long term disability,
continued protection and life insurance claims. Expert in all aspects of
customer service and call center metrics. Twenty three years in
management with proven strengths in team building and individual
coaching. Well organized, detail oriented; persevering, creative problem
solver.
WORK HISTORY
ADITYA BIRLA MINACS, Austin 2006 – January
2010
Operations Manager
• Managed business units of up to 150 agents that handle calls for General
Motors.
• Most current teams handled average of 700 calls per day with 85% service
level.
• Implemented procedures that made my team the only team across the
Enterprise that met the CSat goal for 2009.
• Lowered AHT from 32 minutes to 22 minutes.
• Responsible for managing and meeting specific metrics such as Average
Handle Time, Customer Satisfaction, Quality, Callbacks, Service Levels,
Attrition, Attendance, and percent of calls documented.
• Created and managed action plans to meet goals or improve results.
• Managed various business units within the business including Customer
Service, Dealer Support, and Marketing Support.
• Created work documents to assist agents with understanding information or
to advise of new information.
• Formulated recognition programs geared at specific results.
• Created and produced forms of appreciation to recognize individual and team
performance.
• Worked with client to create training as needed.
• Built business relationships with General Motors and IBM counterparts and
within the Minacs team.
• Managed high profile groups including Executive Customer Assistance and
Medium Duty/Mobility.
• Participated in numerous pilot programs that were later implemented across
the sites.
SITEL, Austin 1999 – 2005
Operations Manger
• Managed business units handling calls for General Motors.
• Managed both Customer Assistance and Dealer Support business units.
• Responsible for all quality and productivity metrics.
• Managed and developed Team Leaders.
• Responsible for relaying relevant information to Team Managers.
Quality Manager
• Managed the quality process for the site including Customer Assistance,
Dealer Support, and Marketing Support.
• Created evaluation forms for each business unit.
• Taught Team Managers coaching and documentation skills.
• Managed Quality Specialists that were responsible for evaluating calls.
BLUE CROSS BLUE SHEILD OF TEXAS, Austin 1996 –1999
Customer Service Supervisor
• Managed 14 employees answering 850 customer calls daily.
• Developed staff to ensure individual and team effectiveness.
• Decreased average seconds to answer time by 60%.
• Completed 87% of inquiries within 2 days with 99% accuracy.
• Managed dissemination of information between departments.
• Significantly reduced the difference in average length of call between
experienced and new employees by creating and implementing an
individualized mentoring program.
• Streamlined work process required for handling an adjustment from
beginning to end by implementing cross-functional teams.
• Created and implemented a training program to eliminate unnecessary
escalated calls.
• As manager of the grievance appeal process, reduced response time
on grievances by 66%.
METLIFE / METRAHEALTH / UNITED HEALTHCARE, Austin 1987 – 1996
Benefits Manager
• Managed 50 employees and ensured claims accuracy, effectiveness, and
appropriate turn time, consistently exceeding escalating company goals.
• Successfully managed 21 major accounts.
• Developed effective system for quickly and appropriately communicating
policy changes to key departments.
• Created entirely new customer service unit; trained employees to be
“customer friendly”.
• Maintained positive relationships with major accounts by providing excellent
customer service.
EDUCATION
SouthWest Texas State University, San Marcos, TX 1974 -1977
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