Customer Service Manager
Resume:
April *, **** Call Center Manager
Dear Recruiting Professionals,
I am a Call Center Manager meeting the qualifications noted in your
posting. I possess a strong and diverse background that will transition
seamlessly to this position and I look forward to hearing from you.
BREADTH OF EXPERIENCE
Skills and qualifications include having full P/L responsibility, strong
understanding and history addressing competitive challenges, building and
maintaining teamwork environments, as well as successfully developing short
and long term business strategies. To follow are disciplines and efforts I
have led and successfully managed:
Call Center Management Budget Development
Collections Budget Forecasting
Customer Service Engineering
Training Human Resources
Sales and Marketing Community Relations
Operations Management Facility Management
KEY ACHIEVEMENTS
*Reduction in turnover while significantly improving and maintaining
positive morale
*Regularly met Call Center Performance matrix goals
* Repeatedly achieved annual growth and revenue goals while maintaining
expense parameters
* Development and implementation of a strategy to successfully introduce
Work Force Management to some 700 service vehicles resulting in a 10%
increase in productivity and 15% decrease in fuel expense
* Hiring, training, motivating and developing First-Class Teams resulting
in superior moral
* Consolidation of Call Center and Operations facilities (multiple
locations and multiple experiences) resulting in improved efficiencies,
productivity and benefit to the bottom line
Result of my efforts has been significant improvement in quality,
productivity, efficiency and profitability.
I have attached a copy of my resume for your review and consideration.
Regards,
Ken Fuchs
Canton Ohio
Ken Fuchs
3977 Bramshaw Road Northwest
Canton, Ohio 44718-2309
Phone: 330-***-****
********@*****.***
CAREER SUMMARY
Accomplished Operations and Call Center Professional with diverse business
background. Demonstrated success leading fast paced businesses to achieve
annual margin growth while exceeding corporate goals in customer
satisfaction and employee morale. Strong leadership, employee development
and communication skills facilitate high level of collaboration among co-
workers in team oriented environment. Managed diverse teams leading
multiple disciplines to exceed performance measures in:
Call Center Management Budget Development and Forecasting
Collections Sales and Marketing
Customer Service Human Resources
Training Finance
Community Relations Facility Management
PROFESSIONAL EXPERIENCE
Florida Water Specialists, Sarasota Florida 2008 thru current
TIME WARNER CABLE, Northeast Ohio Division, Akron, Ohio 1997 to 2008
General Manager 1997 - 2008
Member of the Senior Leadership Team, directing P/L and overall management
for 390,000 customers, 400 employees, and 200 contractors.
. Led 250 seat 24 X 7 Call Center resulting in superior performance and
positive employee morale
. Led team efforts contributing to the Division receiving the 2006 JD
Power Award ranking it as the Highest in Customer Satisfaction
. Regularly introduced new and innovative procedures improving
production resulting in improved revenue, customer satisfaction and
employee morale. Established aggressive Operation plans to rapidly
deploy new services and pricing models
. Directed and led all disciplines to achieve budgeted growth while
maintaining expense guidelines
EDUCATION
University of Miami School of Business, Executive Development Business
Program
University of Denver Daniels College of Business, Finance Administration
Center for Creative Leadership; Management Team Building Program
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