Customer Service Management

CHRISTINA Y. RICE

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

Washington, WV 26181

SUMMARY OF QUALIFICATIONS:

Proven leadership in the following areas of responsibility:

.Create and maintain a work goal-oriented work environment that combines

learning, achievement, recognition and a Team Esprit de Corps.

.Organizational management of >150 employees. Includes center and personnel

performance management, and overseeing multiple aspects of staffing,

recruiting, scheduling, etc.

.Supervising all Reno Ohio Center Operations.

.Identifies, analyzes, develops and recommends plans for increased

productivity.

.Responsible for meeting services levels, sales metrics and other target

metrics.

.Directs the development of the center's Supervisory team to ensure future

growth.

.Works with executive level management to develop and implement customer

operations initiatives.

.Collaborate on personnel policies to increase productivity, teamwork and

quality of service.

.Develops and maintains an effective department through proper recruitment,

training, scheduling and assignment of personnel.

.Regularly reviews progress in the department with senior management.

.Conduct ongoing analysis of call center performance for continuous process

improvements, improved efficiency, and improved customer satisfaction.

.Develop, implement, and consistently monitor call center policies and

procedures including setting goals, standards and benchmarks to evaluate

staff performance, employee for continuous improvement of customer

satisfaction.

.Create and foster an environment where customer needs and revenue

generation are the primary focus of the entire staff.

.8 years call center management

.Working knowledge of call center technology including workforce

management, call management systems and phone systems

. Strong analytical skills including financial and performance management.

Excellent critical thinking and problem solving skills.

Impeccable communication and intrapersonal skills.

EDUCATION:

MARSHALL UNIVERSITY

Bachelor of Interpersonal Communications

HUNTINGTON, WV

Minor in Sociology May 1998

WEST VIRGINIA UNIVERSITY AT PARKERSBURG PARKERSBURG, WV

Two years study towards Communications degree.

Aug. 1993-May 1995

SPECIALIZED COURSES:

( Group Communication ( Interviewing

( Intercultural ( Gender

Communication

( Interpersonal ( Listening &

Feedback

( Conflict Management ( Health

Communication

( Leadership ( Persuasion

CONTINUED WORK EDUCATION:

( Leadership Excellence ( Frontline Leadership: Positively

Influencing Workplace Culture

( Management Excellence ( Coaching: Building Relationships

( Diversity Training ( Webinar: First Call Resolution - Getting

it right the first time

( Empowering Direct Reports ( Decision Matrix Training

( Sexual Harassment ( At Home Study toward PHR

( Documentation and Evaluations ( Six Sigma Training

EXPERIENCE WITH SOFTWARE PROGRAMS

( Acrobat Reader ( Microsoft Excel ( PLFile

( Actuate ( Message Partner ( Sabre

( Ceridian ( Microsoft Outlook ( SAP

( eOn Telnet (BCS, IEX) ( Microsoft Power Point (

Source Assist

( Intranet (TRX Co. Intranet) ( Microsoft Word ( Ticket

Partner

( Kronos ( Minitab ( Windows Vista

( Microsoft Access ( Phoenix ( Worldspan

EMPLOYMENT HISTORY:

TATA-Business Support Services RENO, OH

Team Leader- Safeco & Applied Materials Accounts Feb.

2009 - current

( Accountable for daily performance of phone agents

( Conducted weekly meetings or sent out team updates

( Provided positive reinforcement of all team members

( Conducted monthly and 6 month evaluations

( Provided recognition and counseling for employees on a

consistent basis

( Communicate performance achievements and statistical updates

daily

( Conducted remote and side-by-side monitoring for quality

assurance

( Interview potential new hires

( Conduct recurrent training for team as needed

( Create and maintain spreadsheets

Location Ethics Counselor Jul. 2006-Current

. Responsible for Identification, monitoring and control of measures of

ethical system effectiveness.

. Monitor outcomes in personal evaluations and overall organizational

performance assessments.

. Help develop guidelines for ethical decision making.

. Support and interpret the guidelines of ethical policies when necessary.

. Assess the impact of behavior and decisions on employee morale and

organizational effectiveness.

. Referring possible violations to the appropriate resource personnel.

. Ensuring confidentiality

. Facilitating an objective investigation process.

. Ensuring closure and feedback to the reporting person.

. To deal on behalf of the company with professionalism, honesty, integrity

as well as high moral and ethical standards.

Team Leader- Egencia Sept. 2008-

Feb. 2009

( Position responsibilities same as Team Lead position above.

Operations Manager Jul. 2006-Sept

2008

. Accountable for daily performance of assigned Team Leaders and their

respective staff. Accountable for overall productivity, goal

achievements, high focus on service levels, ASA, and Quality.

. Provide operational leadership and support of assigned Team Leaders

during all hours of operation.

. Conduct monthly meetings with assigned individual team leaders to ensure

productive standards are being met and to discuss and/or coach to the

teams overall performance.

. Directional guidance of assigned Team Leaders to ensure quality and

efficiencies are attained.

. Positive reinforcement of all team members within the department.

. Ensure company policies, standards, and procedures are enforced.

. Facilitate reviews per company policy; take part in Team Leader reviews

as directed by the Director of Operations.

. Facilitate /coordinate Team Leader skills assessments with assigned Team

Leaders and the training department.

. Communicate performance achievements and areas of daily focus.

. Implementation of consistent program, policy and procedures for

monitoring of support efforts by the assigned Team Leaders for quality

assurance and identification of training needs.

. Effectively manage the teams' schedule, on-time performance, and

attendance performance pursuant to the TATA employee policy manual.

. Client facing and interaction required to address service offerings and

concerns.

. Accountable for the coaching, counseling, and disciplinary action of

assigned Team Leaders.

. Ensure EEOC standards are met by the Team Leaders for all employee

relation coaching and corrective action as directed by the Director of

Operations.

. Accountable for the overall Identification and escalation of all system

and website issues which impacts contractual service agreements.

. Analyze performance issues, identify trends, create and present solutions

and execute plans.

. Exercise proper judgment to manage company resources.

. Accountable for the overall results of client survey scores are at or

above expectation.

. Accountable for the reduction of Agent Errors and creating solutions for

prevention of errors.

Team Leader-Expedia Aug. 2000 -

Jul. 2006

( Position responsibilities same as Team Lead position above.

Personal Development Coach Feb. 2000 - Aug.

2000

( Providing Quality & Directional support to CSR's

( Working quality queues

( Effective Problem Solving

( Skill development of new and seasoned employees

Customer Service Representative April 1999 -

Feb. 2000

( Responsible for receiving calls for 3 accounts

( Provided navigation support

( Provided customer service

( Processed exchanges, refunds, cancellations and exchanges

JC PENNY PARKERSBURG, WV

Switchboard Aug. 1998 - Apr.

1999

( Answered numerous phone lines

( Transferred calls

( Paged Management

( Announced Promotions

Receiving

( Opened packages made sure all items were included.

( Prepared items to go out to the floor

( Took items to floor to be put out

Div. 8 Women's Stock Replenishment

( Created and put up displays

( Made sure all racks were stocked appropriately

( Marked items for sales and clearance

BP FOODMART PARKERSBURG, WV

Clerk Sept. 1993 - Jan.

1997

( Worked as clerk 1 years

( Took over manager duties

( Kept inventory and placed orders

( Kept gas and kerosene logs

( Trained new employees

AMERICORPS PARKERSBURG, WV

Mentor Summers 1997 & 1998

( Attended training

( Promoted school success for children in a low-income community.

( Created an environment focused on reading, writing and art to

make learning fun.

( Worked to increase parent involvement through home visits, phone

calls and notes.

( Promoted good nutrition habits through meals served by the

program.

( Completed over 600 hours of community service.

MARSHALL UNIVERSITY HUNTINIGTON, WV

Human Resource / Payroll for Fitness Center Sept.

1997 - May 1998

( Kept employee records

( Typed & Processed Personnel Activation Request Forms

( Typed I-9 forms

( Kept track of employee hours

( Filled out employee times cards

( Resolved employee / payroll problems

LEADERSHIP & GROUP EXPERIENCE:

MARSHALL NEWMAN CENTER HUNTINGTON, WV

President of the Newman Association Sept.

1997 - May 1998

( Organized retreats

( Planned events for year

( Represented association at meetings of other organizations

MARSHALL NEWMAN CENTER HUNTINGTON, WV

Treasurer of Newman Association Sept. 1996 -

May 1997

( Helped make arrangements for retreats

( Reported on funds available for activities

( Set up and assisted with fundraisers

MARSHALL UNIVERSITY HUNTINIGTON, WV

President of Campus Entertainment Sept. 1995 -

May 1997

( Booked performers and other events

( Advertised all events

( Held and conducted weekly meetings

( Delegated responsibilities

( Attended conferences

WEST VIRGINIA UNIVERSITY AT PARKERSBURG PARKERSBURG, WV

Chair of Student Leaders March 1995 -

May 1995

Vice Chair of Student Leaders Sept.

1994 - March 1995

Elected Representative of Student Government Sept.

1994 - May 1995

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