Resume – Customer Service Manager

Mr. Gerry Brummer

**** ** ** *****, **** Lauderdale, Florida,33312,United States

Tel: 954-***-****, E-mail: abnrdy@r.postjobfree.com

PROFESSIONAL PROFILE:

• More than 7 years’ successful experience in customer service and support with recognised

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

planning/implementing proactive procedures and systems.

• Effective, personable team player with unsurpassed interpersonal skills and demonstrated ability to

handle customer questions and objections.

• Excellent working knowledge using Microsoft Excel, Microsoft PowerPoint., Microsoft Word.

• Ability to train, motivate and supervise customer service and sales employees.

• Motivated achiever cited in performance reviews for excellence in relationship building, achieving

goals and taking on leadership roles.

• Extensive Experience in the role of Supervisor and Manager in the Call Center industry, sense of

ownership, responsibility and thrive for achievement /success that would be an asset to the Senior

Management Team of any company.

EMPLOYMENT EXPERIENCE:

06/2008 - present Global Response Corporation,Call Center Project Manager FL,US

Description of Duties:

• Managing of 50 + sales and customer service staff.

• Quality Assurance and training/coaching.

• Preparation of training material and actual training of new employees.

• Reporting and budgeting.

• Meetings with client on project progress.

• Implementation planning of new call centers for company on new sites.

• Hire and interview new employees.

• Staffing and scheduling.

• Maintaining/reaching optimum Service Level, sales ratio and call volume handling as set by client.

• Reaching sales turnover of $5million for 2008 season.

04/2008 – 06/2008 Liberty Travel, Travel Consultant FL, US

Description of Duties:

• Customer service one on one and via telephone.

• Sales of various travel related products.

• Ticketing of Airline Tickets via SABRE reservation system.

• Issuance of receipts and travel documents.

2004 – 02/ 2008 Lufthansa, Call Center Manager Cape Town, ZA

Synopsis of Accomplishments:

• Successful Management of call center floor, Helpdesk and team of customer service/sales agents.

• Successful maintenance of optimal accessibility for inbound calls.

• Involved in Queue system development and troubleshooting.

• Successful leading of teams to achieve ALL Key Performance Indicators including sales.

• Interacting with senior management for goal setting, objectives, etc.

• Interaction between local office and Global Call Center network, GTS clients and Lufthansa Offices.

• Interaction with customers in sales, service and customer relations calls - solving customer

challenges efficiently, effectively and actively implementing change management.

• Recruitment and interviewing of possible new staff members.

• Coaching, development and performance management of staff. This also included the development

of quality procedures to maintain standards set by the company, training of individuals/groups with

new and existing work material. The training of staff was done in two parts –workshops and local

computer based training.

• Quality control of calls, constantly implementing new measures in improving customer service.

2003 – 2004 Lufthansa, Call Center Lead Agent Cape Town, ZA

Synopsis of Accomplishments:

• General reservations, sales and customer service.

• Quickly and effectively solved customer challenges.

• Provided specialized frequent traveler service (Miles and More) to VIP/TOP customers.

• Extensively involved with the training/coaching of new employees.

• Call quality control management and assessment management.

2003 Lufthansa, Call Center Agent Cape Town, ZA

Synopsis of Accomplishments:

• General reservations, sales and customer service.

• Quickly and effectively solved customer challenges.

• Provided specialized frequent traveler service (Miles and More) to VIP/TOP customers.

1994 – 2004 Various Management, Sales and Technical positions.

Inclusive:

• Direct sales.

• Project management.

• Customer service/hospitality industry.

• IT related – Soft/Harware troubleshooting,installation and maintanance.

TRAINING:

April 2008 SABRE System (Practical course) Liberty Travel

April 2008 Travel Agent Practical Course Liberty Travel

2007 National Call Center Management Diploma Services SETA

March 2007 Microsoft Office Advanced Course I.T Intellect

(Excel, Power Point, Word)

June 2006 Performance Management course Lufthansa

2006 Assessment of Learners Qualification Corporate College Int

October 2005 Coaching Qualification Services SETA

August 2005 Performance Assessment Course Lufthansa

Jul 2004 -Aug 2004 VIP Customer Service Course Lufthansa

2003 - 2008 Quality Assessment Lufthansa

Aug 2003 Amadeus / Guide-Res Reservations course Lufthansa

June 1993 - Dec 1993 IT/Business/Accountancy Diploma Tygerberg College

Jan. 1993 – Jun 1993 IT/Business/Accountancy Diploma Tygerberg College

December 1991 Senior Certificate (High School/GED) De Kuilen High School

Language Ability

English, Afrikaans, Hebrew

Reference: Available upon request

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