Customer Service Manager

***** ** ***** ** • APT *-*** • MIAMI, FL *****

PHONE 786-***-**** • E-MAIL *******@*****.***

NATASHA GILL

QUALIFICATIONS SUMMARY

More than 10 years successful experience in customer service and support with recognized strengths in

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account maintenance, problem-solving and trouble-shooting, sales staff support, and

planning/implementing proactive procedures and systems leading to increased overall customer

satisfaction.

Proficient with Microsoft Office Systems (including Microsoft Word, Microsoft Excel, Microsoft

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PowerPoint, Microsoft Access, and Microsoft Outlook).

Talent for identifying customer needs and presenting appropriate company product and service

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offerings.

Track record of training, coaching, developing, supervising, and motivating customer service

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representatives leading to increased productivity and overall elevation of service levels and delivery.

Expertise in conducting root cause analysis and resolving escalated customer service issues.

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PROFESSIONAL E XPERIENCE

2008-2009 Herman Electronics Miami, Fl

Customer Service Manager

Monitored the performance of the Inbound Customer Service & Sales Support department Developed

customer service policies and procedures to ensure consistent client satisfaction.

Trained and developed employees to ensure increased customer satisfaction ratings.

Compiled monthly reporting of call center metrics.

2007-2008 Red Ventures Miami, Fl

Sales Retention Manager

Successfully led team of 3 Supervisors and 30 Sales Retention Representatives to improve overall

profitability and retention percentages.

Researched and reported on telecom and routing implications for business initiatives, and link with

scheduling and reporting teams to support a segmented, multi skilled environment.

Worked as Talent Development Manager during relocation transition training all new hires in products and

services as well as assisting with recruiting.

2003-2007 Home Service USA Miami, Fl

Manager of Customer Advocacy & Product Specialist (2007)

Promoted from Customer Service and Sales Manager

Worked to research and resolve customer problems in a timely manner.

Interfaced with business partner designates to learn of complaints.

Championed a continuous improvement system reporting progress of ongoing activities, with emphasis of

highlighting areas requiring attention.

Conducted root cause analysis for service failures and improve operation.

Assisted in product and complaint resolution training.

Acted as primary point of contact for escalated customer/partner related issues.

Acted as product specialist and coach for customer service representatives and other departments regarding

complaints and problem resolution.

Customer Service & Sales Manager (2006-2007)

Promoted from Customer Service Supervisor

Monitored the performance of the Inbound Customer Service & Sales department and Mail Processing

team.

Developed customer service policies and procedures to ensure consistent client satisfaction.

Trained and developed employees to ensure increased customer satisfaction ratings.

Compiled monthly partner client statistical reporting of call center metrics.

Customer Service Supervisor (2003-2006)

Successfully aided start up operation in developing and implementing a functional call center.

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