Customer Service Manager

A NJANETTE B ROWN

**** ***** **** *******, ** ***18 T: 901-***-**** **************@*********.***

Highly focused and experienced professional with expert proficiency in developing high-performing employees

committed to executing a company’s strategic client vision. Comprehensive understanding of coaching, developing

and training of new and tenured employee's. Extensive knowledge of customer relationship management,

regularly interfacing with clients to resolve disputes and solve problems. Regarded for the ability to competently

review and analyze data, and communicate information in clear and easy-to-understand terminology. Maintain an

ongoing awareness of changes and trends in best practices by exchanging knowledge with peers nationwide.

Articulate presenter with strong written and verbal interpersonal communication skills. Additional strengths

include:

Assessment, Design, Development & Implementation of Instructional Programs

Six Sigma Training Team Collaboration / Leadership Skills

Client / Project Management Interpersonal Communication Abilities

LMS Training & Development New Hire Training & Development Skills

PROFESSIONAL EXPERIENCE

AFFILIATED COMPUTER SERVICES (ACS), Bartlett, TN

Learning & Development Manager (2005-2009)

Managed and developed designers of instructional contents, trainers, specialist and quality analyst to ensure

training and development in alignment with client expectations. Directs the analysis, design, development and

implementation of instructions content. Ensure ongoing development of resources through regular meetings,

development plans, proofing of work and project reviews. Maintain documentation flow of instructional

development and resource utilization. Perform performance management tasks as required to keep manager

apprised of potential employee issues. Accountable for all aspects of projects which included planning and

forecasting, design development, deployment and evaluation. Diligently managed all aspects of training,

coursework preparation, and scheduling for employee development. Specialized in quality control monitoring and

product tracking instruction. Implemented quality assurance scorecard analyses and ensured training programs

remained compliant with client standards and company policies. Responsible for new hire orientation classes,

onboard training, refresher training modules for organizational development, design and development of

curriculum and train the trainer. Worked closely with operational management team, benchmarking groups and

client to ensure that all training and quality initiatives were user friendly and designed to meet the specific need of

the results needed.

AFFILIATED COMPUTER SERVICES (ACS), Bartlett, TN

Customer Service Supervisor/Trainer (2004-2005)

Diligently managed the hardware team for inbound and outbound technical support operations. Coached,

motivated and developed new employee’s on reaching desired goals. Assisted with escalated calls, preparing

employee’s reviews as well as ensuring development plans were implemented. Responsible for ensuring all

employees are kept abreast of constant changes and new procedures. Documented and issues corrective action

where applicable. Monitored calls via NICE and provided coaching as well as accolades for outstanding service.

Monitored the interaction with customers via KANA emailing system to gage the quality of service being provided

to our customers.

INTERNATIONAL PAPER, Memphis, TN

Accounts Receivable Analyst (2002-2003)

Processed invoices, managed customer and vendor disputes, and deposited customer payments for industry-

leading paper and packaging company. Oversaw financial adjustment entry process and ensured record accuracy

via lockbox transmissions and electronic funds transfers. Transferred foreign currency and maintained detailed

records. Generated month-end reports for multiple locations and company organizational functions.Provided

impeccable customer service to internal and external stakeholders; regarded for outstanding communication skills.

Anjanette Brown, Page Two

T: 901-***-**** **************@*********.***

PROFESSIONAL EXPERIENCE – CONTINUED

SITEL RISK MANAGEMENT SERVICES, Memphis, TN

Operations Manager (2000-2001)

Oversaw 13 exempt-staff employees and 250 hourly employees for global business process outsourcing provider

that specialized in back office operations. Responsible for ensuring that call center under management consistently

met and exceeded service level expectations. Coached, developed, and monitored customer service associates to

ensure that customers received best-in-class quality service. Implemented call center performance standard policies

and training. Retained by brand-name clients including America Online, Charter One Bank, and Capital One.

Generated new business from by presenting to client prospects while maximizing service penetration among

existing client base. Contributed to company customer service needs when called upon by senior management;

readily coached best practices to new employees. Partnered closely with human resources to elicit top client service

levels across the organization.

PLANETRX.COM, Memphis, TN

Customer Service Manager (1999-2000)

Managed high-performing team of 25 hourly employees in a 24-hour call center for online drugstore. Responsible

for balancing multiple operational tasks and critical administrative activities within the call center. Coached,

monitored, and developed motivated customer service to maximize service satisfaction metrics. Aided customers

with web orders and pricing queries, and followed up on complicated issues to full resolution. Provided daily

performance reporting and forecasting via the Symposium system.

EDUCATION & TECHNICAL SKILLS

CHRISTIAN BROTHERS UNIVERSITY – Bachelor of Science in Business Management, Memphis, TN

Computer Skills: AS/400, Ethernet, Firewall, Flash, HTML, IMS, Java, JavaScript, Linux, Lotus-2-3, Lotus Notes, MS

Access, MS Excel, MS Exchange, MS Outlook, MS PowerPoint, MS Publisher, Mac OS, Nortel

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