Customer Service Manager

DANIEL T PERRY

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

Address:

City: South Elgin

State: IL

Zip: 60177

Country: USA

Phone: 847-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Objective: To obtain a position as a manager with Comcast

Educational Background:

High School Dipolma from Pennsylvania State University, University Park PA 1/2001 to 12/1995 (Marketing)

Job History / Details:

Summary

Objective: To obtain a position as a manager with Comcast

Experience

December 2006 to Current

Comcast Schaumburg, IL

Customer Service Supervisor

United Way point of contact, achieved 63.46 percentage employee participation and raised more than 63,711 during the United Way campaign and we finished first for the entire company in money raised

Comcast Cares day point of contact for Rainbow Beach

Assisted with rollout of rewards and recognition pilot for Schaumburg call center

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals

Effectively communicated with team members to maintain clearly defined expectations.

Fostered an environment which encouraged continual process improvements.

Filled in for manager

Partnered to manage identify and implement of changes-tool, process or training needed

Train, evaluate, coach and counsel employees to improve performance in troubleshooting and customer service

Analyze team performance to determine area of opportunity, developing plans for improvement, and accountability point of interest in maximizing adherence.

Generated and distributed daily reports and order acknowledgments to appropriate personnel.

Maintained up-to-date knowledge of product and service changes.

Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

10/2/2012 12:00:00 AM

Staff Driver for Battalion Leader

Radio Transmitter Operator for the Battalion.

Operations Coordinator for Bravo Squad.

Squad Leader at Basic Training overseeing over 100 solders.

December 2003 to December 2005

Time Warner Rochester, NY

Call Center Supervisor

Supervised up to 20 customer service representatives

Executed all aspects of recruitment, interviewing, and hiring of department customer account personnel

Ensured that service level expectations were met and quality customer service was delivered through monitoring of daily phone reports, staff scheduling and coaching employees

Reviewed daily balancing reports, inventory levels, and payment activity

Prepared bi-weekly payroll, delivered bi-annual performance reviews, and recommended annual performance merit increases

Consistently recruited by other departments for creative planning and execution of employee events and customer "meet and greet" functions.

Fostered an environment which encouraged continual process improvements.

Identified individual development needs with appropriate training.

Resolved customer questions, issues and complaints.

Effective liaison between customers and internal departments.

Maintained up-to-date knowledge of product and service changes.

December 2002 to December 2003

Time Warner

Provisioning & Completion PAC

All aspects of day-to-day provisioning functions for Digital Phone

Daily interaction with designated competitive local exchange carrier for the purpose of order completion

Attended and conducted ongoing training pertaining to Digital Phone

Responsible for the entire completion of the customer order in Digital Phone Order Management and Integrated Communications Operations Management Systems

Managed work flow to exceed quality service goals.

Liaison with Digital Phone engineering staff and Field Services Call

Resolved customer questions, issues and complaints.

December 1999 to December 2002

Time Warner Rochester, NY

Call Center Professional

Effectively managed a high-volume of inbound and outbound customer calls.

Researched and issued credit on customer accounts

Analyzed data for retention projects to reduce cancellation

Made reasonable procedure exceptions to accommodate unusual customer requests.

Addressed and resolved customer product complaints empathetically and professionally.

Defused volatile customer situations calmly and courteously.

December 1998 to December 1999

Frontier Communications Rochester, NY

Customer Accounts Coordinator

Investigated customers orders and reviewed billing information resulting in reduction of 10 percentage customer call backs

Liaison between the customer and technical departments

Scheduled move orders and new orders for the customer

Analyzed customers accounts for accurate rate plan

Proposed various changes in the scheduling procedures for move orders to benefit customers installation percentage by 7 percentage .

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Referred unresolved customer grievances to designated departments for further investigation.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

December 1997 to December 1998

Xerox Corporation Rochester, NY

Accounts Receivable Representative

Processed debits on various financial accounts

Executed and closed over one hundred transactions daily totaling one million dollars

Assisted on a team that improved the procedure for processing credit to customers' accounts

Implemented new payment procedures for delinquent customers

Contacted various customers on account information and payment procedures.

Referred unresolved customer grievances to designated departments for further investigation.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

December 1996 to December 1997

Bell Atlantic Nynex Mobile Philadelphia, PA

Sales Support representative

Supported direct sales team.

Executed day to day activities including: handling phone calls, order entry of service orders, and maintenance contracts.

Issued service events, quotes, and warranty paperwork

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Referred unresolved customer grievances to designated departments for further investigation.

December 1993 to December 1999

National Guard Scranton, PA

Specialist E-4

Staff Driver for Battalion Leader

Radio Transmitter Operator for the Battalion

Operations Coordinator for Bravo Squad

Squad Leader at Basic Training overseeing over 100 Solders

Education

1995 Pennsylvania State University University Park, PA

Bachelor of Science Marketing

Contact this candidate