Customer Service Manager

Tamera Leonardi

408-***-**** **** South Bascom Ave #1312.

**********@*****.*** Campbell, CA 95008

Seeking Position As:

Management Professional

Project Training Client Services Accounts

Extremely competent, well-organized and professional with a consistent track record of surpassing

standards and goals at various organizations. Motivator and detailed problem-solver who takes

pride in meticulous work. Continually strives to expand professional knowledge and responsibilities.

Excellent leadership, scheduling, interpersonal and communication skills. Establish rapport and

confidence while building strong and long lasting relationships with a diverse group if individuals.

Possess exceptional planning, prioritizing and goal-setting skills to achieve optimal patient

outcome. Able to implement and document efficient methods of operations.

Policies & Procedures Workflow Planning & Prioritization

Advanced Communication Skills Organizational Skills

Multi-task Management Strategic Relationship Building

Professional Experience

August 2000 – July 2009

Automated Data Processing

Client Support Manager

Call Center Manager

Call Center Administrator

Established and organized work schedules, ensuring smooth departmental operations; ensured

that all associates meet or exceed client expectations in accordance with ADP policies and

procedures.

Provided performance feedback and initiated actions to promote positive morale and ADP as

an employer of choice; recommended required disciplinary actions and problem resolutions

as needed.

Built successful and sustainable relationships with staff and clients; ensured that staff was

properly trained and had the tools and equipment needed to effectively carry out their job

functions.

Acted as technical support to staff, clients and the sales organization; assisted in resolving

client, product and service issues.

Excellent ability to consistently maintain composure and remain productive in extremely high

stress, time- sensitive environments; experienced developing market- making operations.

Effectively communicated with team, developing a climate in which information is shared

openly and clearly defined expectations; supervised Quarter/Year-End activities.

Oversaw the delivery of client satisfaction surveys, including follow-up with clients on positive

and negative feedback and expediting service recovery when necessary.

Maintain WFM system including employee data, account management, and scheduling

adjustments.

Implemented using Real-Time Management.

Enters all new employee information relevant to scheduling or inactivates terminated

employee information.

Provides reports to GM and department Managers on a Daily, Weekly, Monthly basis.

Reviewed data to identify trends or patterns of practices / behaviors that negatively impact

operations.

Collect, validate and analyze contact center data to build accurate forecasts for call center

volume using historical patterns, drivers, and events modeling using forecasting software and

spreadsheets when appropriate.

Regularly analyze contact center performance and review actual results against company

objectives, campaigns and assumptions.

Forecasting accuracy within +/- 2% of actual volumes.

Created monthly staffing requirements using historical shrinkage, forecasted volumes and

Average Handle Time (AHT) patterns so as to meet operational objectives.

Reviewed plan on forecast models and staffing plans on a regular basis for data validation

and address any changing operational needs or business rules.

American Express Travel

Service Level Coordinator

Team Leader

Successful migration of $125MM account from an on-site servicing platform to a Networked

Call Center.

Real-time call flow management between two network locations, optimizing staff efficiencies.

Produced on-site call center training manual.

Conducted new hire Call Center training.

Liaison for trouble shooting Lucent Definite 3 and Geotel switch with centralized Technical

Support Team.

Customized user friendly information reports for daily/month client review.

Keyed in daily exceptions to staff working schedule.

Supervised customer service department with staff of 18 employees.

Conducted performance and salary reviews.

Coached and developed staff to ensure that customer satisfaction goals were achieved.

Maintained and monitored company productivity standards of employees including but not

limited to transactions telephone service, quality scores, and client standards.

Worked with Implementation Department on start up of new accounts.

Liaison for corporate clients to resolve client concerns.

Administer quality control program in response to client feedback.

Audited client reports.

Negotiated vendor contracts.

Education & Technical Skills

Microsoft Office Suite Lucent Avaya Witness CME RMS IEX Clarify Orbit

Champion

*References Gladly Provided Upon Request

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