Customer Service Manager

Rosie Pitchford-Byrd

***** ***** ******* ***** • Crestwood, IL 60445 • Home: 708-***-**** • Cell: 708-***-****

*********@******.***

PROFESSIONAL PROFILE

An accomplished Operations/Customer Service Manager who achieved measurable results and high

performance with strong leadership, motivational, and coaching skills. Proven success building an

outstanding service delivery and customer service organization in a fast paced environment, while

increasing efficiencies and reducing operational costs. She focuses on achieving business results by

taking personal accountability, organizing and planning work, setting priorities, executing ambitious action

plans, and driving open communication, and motivating others.

P ROFESSIONAL EXPERIENCE

Verizon Business, Inc., (formerly MCI) Chicago, IL

Manager – Customer Service 1998 – 2007

Planned and directed strategy for day-to-day operational activities to effectively support client

programs, products, and services in a fast pace and changing environment.

Accomplished superior customer service and high performance through effective hiring,

staffing, employee skill development, planning, workflow and call volume distribution,

scheduling, defining performance metrics, and monitoring key performance indicators.

Cultivated strategic partnerships with Human Resources, Engineering, Sales, Marketing,

Technical Support, vendors, and internal and external customers.

Enhanced vendor service delivery by building working relationship, leading system integrations

projects, and negotiating service level agreements.

Participated in developing and managing budgeted resources, vendor costs, and assets.

Reduced operation costs, increased productivity, and enhanced quality by managing projects to

launch new products, processes, installation of network facilities, system developments and

upgrades, quality initiatives, and equipment upgrades.

Manager - Quality 1997 - 1998

• Directed plan for Call Center’s Quality and Customer Satisfaction; developed and managed

audio quality monitoring activities performed by staff.

• Enhanced consistency by collaborating with Call Center Management Team on trends and

analysis.

• Improved Call Center’s performance and quality results by identifying and implementing

strategies and initiatives.

• Increased Customer Satisfaction focus by redefining processes, identifying training

opportunities, and process gaps.

Continues…

Rosie Pitchford-Byrd

Page Number 2 Telephone: 708-***-**** or 708-***-****

Supervisor – Customer Service 1991 - 1997

Supervised and developed a customer service team focused on quality in service delivery and

customer satisfaction.

Managed employees’ development and retention through coaching, training, feedback,

incentive programs, and performance management process.

Met performance metrics by balancing staffing levels and work flow.

Increased efficiencies and productivity by streamlining internal and vendor processes to

promote first call resolutions on customer service issues.

Improved quality of service delivery by collaborating on the design and implementation of new

user system.

Training Coordinator 1990 – 1991

Trained new hire employees and led mentor processes to expedite transition to on the job

performance

Enhanced new hire’s knowledge, quality, productivity, and customer satisfaction while reducing

training cycle-time by designing curriculum, competency, and user guides on products and

systems.

Streamlined transition from training to productivity on the job by developing mentoring process.

Successfully transitioned over 99% of trainees to successful job performance.

Customer Service Representative 1987 – 1990

Answered inbound calls and performed customer service related functions.

Resolved network related troubles, billing inquiries, and product related issues for Major

Account Business customers.

Met business customer needs by performing order entry and coordinating installation of long

distance business products.

Developed procedures and job aids to train peers on support of new services.

Interfaced with business customers, vendors, sales teams, technical staff, and all levels of

management.

Received three Director’s Award for outstanding performance and superior customer service.

E DUCATION

University of Mississippi, Oxford, MS Major: Psychology

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