Customer Service Manager
Resume:
Cheryl A. Martin
Strongsville, OH 44149
abnhud@r.postjobfree.com
Career To apply my leadership and management skills in a challenging customer service
management position, with the opportunity for advancement based upon demonstrated
Objective
performance.
Experience 2007-Present Lockheed Martin/Defense Finance Accounting Service Cleveland, OH
Call Center Operations Manager
Manage the daily operations of the ISO 9001:2000 certified Retired and Annuity Pay Call
Center, which serves the three million retirees of the U.S. armed forces. Establish and
enforce performance standards. Develop and implement process improvements. Coach and
counsel employees for optimal performance. Develop and support policies and programs to
increase productivity, morale and quality of service.
2005-2006 Cox Communications Parma, OH
Customer Care Manager
Provided leadership, management and direction for the Customer Care (Billing &
Collections) group to ensure high quality, cost-effective operations. Managed, motivated and
developed employees. Established performance and sales goals. Developed and
implemented process workflows. Developed staffing models based on call volume forecasts.
Developed and supported initiatives to improve service and increase revenue.
2003-2005 New York Life Insurance Company Seven Hills, OH
Financial Services Professional
Sold insurance and investment products to consumers and businesses. Advised clients on
product suitability. Coordinated exhibits at Cleveland-area events. Identified and evaluated
new market opportunities. Developed and implemented marketing plans.
1998–2003 Invacare Corporation Elyria, OH
Customer Service Director
Directed order entry and service-related functions of the Customer Service Department,
including a 110 seat call center. Planned and controlled staffing and expenses in support of
the corporation’s annual operating plan. Directed improvement and implementation of order
management and telecommunications systems. Collaborated with the Sales, Marketing,
Manufacturing and Distribution Departments to expedite the resolution of problems.
Developed policies and programs to increase productivity, morale and quality of service.
1996-1998 United HealthCare Corporation Cleveland, OH
Customer Service Manager
Managed the day-to-day operations of the Cleveland Customer Service Department and the
Appeals and Grievances Department. Established two Customer Service groups, one to
service commercial members and providers and the other to service Medicare members and
providers. Developed performance management standards to measure productivity and
performance of the Customer Service Representatives. Developed employee incentive
programs to reward employees for achieving individual and group goals.
1992-1996 United HealthCare Corporation Dayton, OH
Telecommunications Manager
Managed the voice and data systems and networks for United HealthCare facilities in
Cincinnati, Cleveland, Columbus and Dayton. Designed and implemented
telecommunications systems. Designed call processing configurations to support business
needs. Developed and conducted training programs. Served on the Corporate
Telecommunications Task Force to evaluate and recommend systems and technologies.
1989-1992 The Reynolds & Reynolds Company Dayton, OH
Senior Telecommunications Analyst
Analyzed equipment and network configurations. Prepared business plans, reports and
investment proposals. Negotiated pricing and contracts with vendors. Coordinated
implementation of telecommunications equipment and services. Diagnosed equipment
failures and network problems.
1988-1989 Harris/3M Document Products Columbus, OH
Sales Representative
Sold facsimile machines in an assigned geographical territory. Prepared and presented sales
proposals. Trained customers. Developed training and support materials. Coordinated
exhibits at local business shows.
1985-1988 CompuServe Inc. Columbus, OH
Product Marketing Specialist
Marketed and managed EasyPlex, the electronic mail service of the CompuServe Information
Service. Developed and implemented marketing plans. Composed press releases.
Composed and revised product documentation. Identified and evaluated new market
opportunities. Promoted the growth and usage of products through product enhancements,
advertising and special promotions. Guided programmers on product development and
maintenance.
B.A., Communication
Education The Ohio State University
Columbus, OH
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