Customer Service Manager
Resume:
Kimil K Wiggins
abmocs@r.postjobfree.com
P.O Box *137
Flint, Michigan 48505
Objective: A full time position as a Customer Service Manager and trainer with a
company that I can utilize my leadership, team building, budgeting and planning
skills to successfully direct a team of customer service professionals.
Education:
• Alabama State University Bachelors of Science Criminal Justice
Montgomery, Alabama 36101
Graduated 1995
Red Cross CPR and First Aide certified 2009
Work Experience:
Edison Corporation 1994-1995
Montgomery, Alabama
Sales Associate
• Face to face sales for retail items
• Reduce retention by 30% for our location by implementing my personal camcorder to
watch fellow workers on a daily basis
• Act as an assisted manager when needed to cover shifts
• Assist training new hires
• Entered inventory data on delivery days into our computer system
• Set up displays for new and existing products sold for the shoe department as well as the
clothing line
• Entered payroll information when needed by management on a weekly basis
Household Finance Corporation 1995- 1996
College Park, Georgia
Account Executive
• Loan origination
• Face to face sales on new and existing accounts
• Excepted customers payments for home and equity loans
• Assisted branch manager with new hire interviews
• Reduced retention by 18% by implementing a tool to be more personable with our
clientele
• Increase office morale by 50% by implementing sales games to win daily prizes for
meeting office revenue quotas
• Educated customers on information pertaining to their loan programs and other credit
options to assist with portfolios consisting of pensions, savings, etc.
• Increase office morale by 50% implementing sales games to win daily prizes for
employees
United Parcel Services 1995-1997
East Pointe, Georgia
Loss Prevention Specialist
• Reduced theft by employees by 25% by installing a spy camera in the production area of
the hub
• Logged information pertaining to high-end packages received on a daily basis
• Interacted with upper manager on safety and osha regulations
• Decreased the number of claims of damaged goods by implementing an official form that
required drivers and loaders to check off condition of merchandise when received by the
hub so to reduce insurance cost by 5%
• Assist training new hires in the loss prevention department
GTE Wireless 1996-1999
Alpharetta, Georgia
Customer Service Representative
• Responsible for answering an average of 50 incoming calls per day
• Resolved escalated billing issues for internal as well as external customers
• Sold cellular, and paging equipment plans and services
• Created board games to maintain team morale and reach revenue daily goals
• Assisted supervisor with payroll and monitoring calls
• Implemented “words that work,” to increase sales on an individual basis by 10%
• Interacted with several departments to assist with technical issues, advertising needs of
small business customers, research current and past account for our clientele basis
• Team leader
• Assisted supervisor on various center projects for training purposes of new and existing
employees.
Escalation Manager
• Responsible for implementing an internal help desk to assure quality customer service on
every call. This decreased our talk time as well as hold time by 22%. Per the Federal
communication commission division
• Assisted with job fairs to sale the well diverse organization I worked for
• Interviewed potential new hires
• Assisted training department with the knowledge of “words that work,” to gain new
accounts as well as retain current customers
• Held team meeting amongst center supervisors to keep up morale
• Deescalated issues amongst team mates; acted as a liaison between managers and
employees with human resource issues, such as sexual harassment, potential problems
with drugs, alcohol, defamation of character as well as EEOC concerns
• Monitor customer service calls to maintain customer quality assurance
• Administer performance initiative plans. Designed to identify quality concerns with
service representatives and resolve in a fashionable manner.
• Implemented learning tools to assist new hires to navigate through our network to assist
with trouble shooting, answering billing calls, implement additional service and offer
new tools of communication. This tool increased our overall sales for the first fiscal year
by 10%
• Assist internal and external customers with tours of our campus as well has headquarters,
answered concerns pertaining to cellular, landline and paging services offered
• Responsible for heading a team of 25 help desk specialist
•
AT&T 1999-2009
Saginaw, Michigan
Business Consultant
• Responsible for face to face small business sales of landline, cellular, air cards, websites
• Accepted customer payments for services render by AT&T
• Resolved and researched billing issues for our clientele
• Assist training department with new hires
• Implemented a learning tool to decrease the amount of hold time in our Saginaw Small
Business Office to adhere to FCC Regulatory demands. This assist our center by 5%
• Corrected order errors that would cause poor customer service
• Brought small business accounts back to AT&T
• Educated our customers with service and plans, resolved technical issues surrounding
customers communication needs
• Assist with job fairs to represent our company when needed
• Implemented daily games amongst a team of 15 to maintain morale
• Union steward
• Team leader
• Assisted manager with daily revenue numbers to send to our headquarters
• Created a spread sheet to assist team mates with monthly sales objectives
Volunteer Work
• Caregiver for Angela’s Helping Hands 2009 to present
• Assist Hard Tymez Catering team with meals on wheels 2005 to present
• Mentor for teenagers with Rising Star Baptist Church Teen Club Present
Interns
Montgomery Alabama Probation and Parole Office 1993
• Observed home visits for probationers and parolees
• Typed in any reports needed to be completed by officers
• Assisted with court visitation as needed
• Constantly updated information needed for the NCIC data base used in the office
• Researched court dockets
Montgomery County Sheriffs Correction Department 1994
• Assisted with fingerprinting
• Assisted with pictures being implemented into the NCIC system
• Typed information to be entered into the Montgomery county data bases for medical
needs or special needs during the intake process
• Observed body cavity searches
• Assisted with feeding inmates either in an open bay area or cafeteria area
• Monitor trustees to ensure safety of all and make sure assignments were completed
• Assist with cell inspection to ensure there was no contraband inside inmates cells
Skills
• Windows XP, Vista
• Excel, Outlook, Power point, Word, Customized office software
• Creating spread sheets
• E fax, faxing, PBX system, calculator
• Forecasting,counseling
• Motorola, Lucent, centrex systems
• Interpersonal skills
• Mediator, motivator
• Training
Contact this candidate