Customer Service Manager

TEMPIE NAPOLEON

*******@*****.***

Home: 734-***-****

Cell: 313-***-****

CAREER SUMMARY

Over 15 years of successful call center management experience with

extensive customer service improvements. Operational Manager of 130

employees, including 8 supervisors. Proven success analyzing workflows,

improved efficiencies and accountability standards for team leaders and

subordinates. Interim Director during leader's vacation. Highly regarded

for best practices and commitment to teamwork building cross functional

relationships. Recognized for developing, coaching, mentoring and

identifying training needs to achieve goals. Proven ability to

troubleshoot and find workable solution to problems quickly.

PROFESSIONAL EXPERIENCE

AMERICAN EXPRESS BUSINESS TRAVEL June 2006 - Present

Team Leader responsible for the day to day operations of Emergency Travel

Call Center.

. Coach and Develop team of 18 Travel Agents

. Champion Customer Satisfaction Project

. Champion Client Manager Support

. Successful 2007 Giving Campaign Captain

. Responsible for Process Improvements and Cost Reductions through

workflow efficiencies and employee development strategies

BLUECROSS & BLUESHIELD OF MICHIGAN 1998 - 2005

Health Care Insurance Organization, Non-Profit.

Provider Satisfaction Manager -Blue card Ombudsman 2004 - 2005

Developed a centralized contact area for provider satisfaction

operational issues. Managed all escalated issues and a staff of three

analysts. Assisted Project leader with Process Improvements for out-of-

state claims. Managed Service Level Agreements within departments.

Helped to drive performance improvements and cost reductions.

. Conducted Provider surveys quarterly to analyze progress and

improvements.

. Participated in Provider Focus Groups, representing Blue card, to

evaluate customer concerns and to develop resolutions.

. Identified root cause of inquiries and initiated resolution through

Work Driver Group or Information Systems avenues when applicable.

. Increased direct contact with high profile facilities and provider

groups to resolve issues and enhance customer satisfaction.

Call Center Manager - General Groups Service Center 2000 - 2004

Managed day-to-day operations of a call center. Responsible for timely

and quality telephone service, which included telephone volumes, average

speed of answer, service levels and unit cost. Call center consisted of

130 employees, including bargaining unit and exempt employees. Worked

closely with Third Party Administrator which handled the Worker's

Compensation Benefits of employees.

. Managed day-to day inbound-outbound call center performance.

. Analyzed and managed workflows and processing of approximately 35,000

telephone inquiries and 1,700 written inquiries per month.

. Proven ability to trouble shoot and find workable solution to problems

quickly.

. Managed day to day metrics and legislation of state policies.

. Developed relationships with Marketing and Sales leadership ensuring

timely and efficient customer issue resolution and continued exchange

of critical information.

. Developed and implemented consistent leadership practices resulting in

the achievement of performance goals.

. Create plans to improve business performance.

. Reduced and eventually eliminated overtime saving the company over

$500k annually through improved efficiencies, processes, and increased

productivity and accountability through analysis of workflows.

. Monthly financial analysis

BLUECROSS & BLUESHIELD OF MICHIGAN

Assistant Manager - Special Accounts Service Center 2000

Assisted department Manager with day-to-day operations which included

managing

Telephone and written workflows.

. Excelled in the coaching and mentoring of team leaders and group

representatives that serviced the major groups resulting in improved

productivity and customer satisfaction.

. Ensured the supervisors managed and analyzed reports, which led to the

department meeting telephone and performance goals on a consistent

basis.

Supervisor - Major Accounts Service Center 1998 - 2000

Supervised staff of 15 bargaining unit employees.

. Achieved written performance goals and improved workflows and

efficiencies on a consistent basis.

ALEXANDER & ALEXANDER INSURANCE INC. 1990 - 1997

Motor-home Insurance Sales.

Sales Supervisor

Supervised 25 customer service / sales representatives. Serviced

approximately 24,000 motor-home customers nationwide. Responsible for

inbound and outbound sales performance.

. Developed and monitored the success of various marketing strategies

such as Direct Mail and advertising designs.

. Assigned team leader role in managing a temporary database management

system designed to track customer leads from motor-home shows.

Consistently exceeded sales goals.

OPTICAL EXPERIENCES

DOC Eye Wear Company

Manager of Downtown -State Street- 1986 - 1989

Managed the day to day operations of sales associates, Doctor of Optometry,

scheduling of eye examinations, contact lens training and other store

representative training. Also responsible for meeting customer service

and sales goals, including inbound and outbound sales performance.

EDUCATION / TRAINING

MBA, Business Administration, University of Detroit Mercy, Detroit, MI

1997

BS, Psychology, Wayne State University, Detroit, MI 1990

Davenport University, Post Graduate Studies, Livonia, MI, Strategic

Management 2009

Company Sponsored Training:

Solicitor's Insurance License, State Leadership Traits

of Michigan

Property and Casualty Synergistic Leadership

Certified Manager's Program -Non Quantitative Management

Certified

Disney Institute Leadership Training Leading by Values

High Performance Management Strategic Thinking

Techniques

Cycle of Leadership: Leader as a How Real Leader's Manage

Teacher Change

Excellence in Leadership Program -WSU Leadership Academy Orientation

Manager's Improving Employee Call Center Management

Performance -enrolled American Express

Online

Introduction to Project Management Transitioning into a Project

-American Express -Online Management Role -enrolled

-American Express-Online

Principles of AEXP Cost Center

Management -enrolled On-Line

ADDITIONAL ACCOMPLISHMENTS

National Management Association

AWARDS AND RECOGNITION

Blue Cross & Blue Shield "SPOT" - Leadership Performance Awards - 1999,

2001 and 2002

American Express Business Travel - ETS Department Champion for 2007 Giving

Campaign- Department won 2nd place.

2009 Pace-Setter Award for best Performance Results

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