Customer Service Management

Kyowanna Lang

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

Address:

City: Chicago

State: IL

Zip: 60651

Country: USA

Phone: 312-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Senior Teamlead who specializes in quality service, customer retention, productivity, leads a diverse team and team management to achieve company goals.

Educational Background:

High School Dipolma from University of Illinois, Champaign IL 1/2001 to 5/1999 (Engineering Computer Secience)

Job History / Details:

Summary

Senior Teamlead who specializes in quality service, customer retention, productivity, leads a diverse team and team management to achieve company goals.

Highlights

Adherence to high customer service standards

Effective problem solver

Negotiation expert

Persuasive

Team management

Skilled multi-tasker

Microsoft Outlook, Word and Excel

Facs and Noble software

Team management

Excellent time management skills

Conflict resolution techniques

Accomplishments

Successfully recruited and trained 26 new customer service representatives.

Managed call flow with up to 25 calls in queue per hour.

Cross-trained new collector representatives.

Exceeded corporate target for customer satisfaction for 128 percentage 3months in a row.

Capably managed a large volume call center with more than 151 employees.

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Computed Data Reports

Provided required weekly, monthly and quarterly reports listing sales figures and client track records.

Experience

June 2004 to September 2012

Vanru Credit Corp. Desplaines, Illionis

Senior Teamlead Medical, Bankcards

Cross-trained and backed up other leads an collectors.

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

Solved unresolved customer issues.

Met all customer call guidelines including service levels, handle time and productivity.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Education

University of Illinois Champaign, Illinois

Engineering Computer Secience

Continuing Education in Business Management

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