Customer Service Manager

Kimberly Keith

Mobile: 206-***-****

Email: *************@*****.***

Address: **** * ***** *** #** Chicago, IL 60625

STRENGTHS:

Enthusiastic self-starter, organized and attentive to detail

Persuasive communicator, respectful, diplomatic, professional

Dedicated, results oriented, committed, creative, innovative

Strong team leader with focus on employee development, team building and mentoring

EXPERIENCE:

STARBUCKS COFFEE COMPANY

Operations Manager Customer Contact Center July 2007 – July 2009

Responsible for the management of day to day operations of the call center, including a team of up to 10 supervisors and 120 front-line

staff.

Wrote reviews for, coached and managed supervisor staff.

Responsible for setting departmental goals and driving performance so that these goals were achieved and often exceeded.

Acted as the initial point of contact between the call center and the business units that the center supports. Guaranteed ongoing client

satisfaction by ensuring that the center was providing exemplary and cost efficient customer service.

Worked with leadership of other enterprise call centers to leverage resources and streamline processes.

Managed 1 to 6 simultaneous projects of varying scale (1-6 months in duration) including the redesign of the Quality Assurance program,

launch of new company initiatives, product recalls and vendor management.

Acted as interim Communications Program Manager.

Supervisor Customer Contact Center March 2005 – July 2007

Directly supervised 22 front-line customer service representatives and assistant supervisors.

Responsible for hiring, terminations, review writing and corrective action.

Coached and mentored team members and assisted employees with their personal development plans. Developed and promoted several

team members to other positions within the department and the company.

Worked as a liaison between the call center and its business unit clients to improve communications and processes between groups.

Worked as a project lead or project team member for several department initiatives including communications to store employees,

vendor management, pilot training program and universal agent initiative.

Responsible for communicating process changes to team and ensuring quick compliance to these changes.

REGENCE BLUESHIELD

Supervisor Boeing Client Services Call Center September 2001 – August 2004

Directly supervised 25 front-line customer service representatives, assistant supervisors and support staff.

Responsible for hiring, terminations, review writing and corrective action.

Coached and mentored team members and assisted employees with their personal development plans. Developed and promoted several

team members to other positions within the department and the company.

Responsible for setting and achieving team and division goals.

Acted as a key team member for relocation of the call center, including attrition management, new hire training and transition planning.

Lead Customer Service Representative Boeing Client Services Call Center February 2001 – September 2001

Mentored and coached up to 20 front-line customer service representatives.

Handled customer escalations.

Acted as a liaison between the call center and the Medical Review department to facilitate the prior authorization of services.

Drafted approval and denial letters to doctors and patients based on the results of these reviews.

Customer Service Representative Boeing Client Services Call Center August 1999 – February 2001

Answered telephone and written inquiries from members, providers and vendors. Worked exclusively with the Boeing contract to ensure

that their customer service expectations and performance guarantees were met.

OPTIMER INTERNATIONAL

Retail Sales Supervisor February 1998 – July 1999

Responsible for inventory control and customer service.

Handled merchandising and product ordering.

Responsible for vendor management.

Supervised up to 3 customer service representatives.

EDUCATION:

University of Tennessee at Chattanooga BA, Creative Writing and English Literature, Political Science June 1997

University of Washington MFA, Creative Writing

SKILLS:

Microsoft Office suite

Comprehensive call center management experience

Aspect telephone suite, eWFM and Blue Pumpkin workforce software, Eyeretel and Envision Click2Coach recording software

References Available Upon Request

Contact this candidate