Customer Service Manager

Timothy McNeill

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

Address: ** ****** ******** **

City: Amherst

State: NH

Zip: 03031

Country: USA

Phone: 603-***-****

Skill Level: Director

Salary Range: 60

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

TIM C. McNEILL

22 Josiah Bartlett Rd * Amherst, NH 03031 * 617-***-**** * *********@********.***

SEASONED CUSTOMER SERVICE MANAGER

15-Plus Years of Demonstrated Experience in Building Client Service Operations, Providing Quality Customer Services with Top-Notch Expertise in Facilitating Sales & Building Highly Productive Teams

PROFESSIONAL PROFILE

* Talent for managing and coordinating action plans for daily operations, establishing work priorities, and ensuring customer inquiries are managed quickly and effectively.

* Creative problem solver with keen sense of building business by effectively solving customer problems and providing quality support.

* Constantly striving to provide quality service while exceeding customer expectations.

EXPERTISE

Client Services Operations * Project Planning & Management * Team Building & Leadership * Strategic Planning

Customer Support & Services * Continuous Process Improvements * Customer Relationship Management

Policy Development * Quality Assurance * Problem Resolution

PROFESSIONAL EXPERIENCE

WOUNDED WARRIOR PROJECT, Washington, DC 12/2010 to 2/2012

Business Consultant / Community Volunteer

* Working with our disabled warriors returning from combat operations abroad. A large number of whom suffer from TBI (Traumatic Brain Injury) and PTSD (Post Traumatic Stress Disorder).

* Working to assist with their physical rehabilitation efforts while training them in the areas of Information Technology and Customer Service.

* Teaching a wide range of technical competencies ranging from using a computer for the first time, to setting up Firewalls, LAN`s and WAN`s, to name a few.

* Providing volunteer services at various Wounded Warrior Project sponsored events such as; Runs / Walks, Benefit Dinners, Concerts, Motorcycle & Car Events

PURPLE LANGUAGE SERVICES, INC., Silver Spring, Maryland 10/2010 to 12/2010

Director, Business Development

* Develop and maintain our strategic development and marketing plans.

* Work our Marketing/Communication team to coordinate, and lead our W.A.R (Win back, Acquire and Retain ) strategic business plan.

* Assuring all the way that we are moving in a clear, concise direction with new business, while ensuring the highest level of satisfaction of existing clients.

PURPLE LANGUAGE SERVICES, INC., Silver Spring, Maryland 3/2010 to 9/2010

Manager, Client Services and Contracts

* Plan and coordinate daily operations and processes to optimize call handling efficiency, quality control, and client satisfaction.

* Produce and analyze daily statistical reports; identify potential issues and implement initiatives to facilitate quality service and high productivity levels. Supervise team of 7 professional account representatives and account schedulers.

* Develop processes focused on improving efficiency, quality, and effectiveness of the needs of all of our clients.

* Manage client contracts, always ensuring that we are meeting or exceeding our clients expectations, while consistently achieving our set -Service Level Agreements.-

* Work with, mentor, support and develop a team of Account Representatives and Schedulers that are -World Class.-

* Work in conjunction with other divisions of the company, always seeking new and innovative methods and processes to establish the team and business as a whole as the -Best in the Business!-

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TIM C. MCNEILL * 603-***-**** * *********@********.*** Page 2 of 2

PROFESSIONAL EXPERIENCE (Continued

123PRINT, Frederick, Maryland 8/2008 to 10/2009

Director, Call Center Sales & Support

* Plan and coordinate daily operations and processes to optimize call handling efficiency, quality control, and customer satisfaction. Manage and administer department budget of $250k.

* Produce and analyze daily call reports; identify potential issues and implement initiatives to facilitate quality service and high productivity levels.

* Supervise team of 30 technical staff, customer service representatives, quality auditors, trainers, statisticians, financial service processors, and front-line team leaders.

* Implemented processes focused on improving productivity, quality, and effectiveness of call center operations.

* Drove personnel development and individual skill set; efforts ensured customer satisfaction by improving call efficiency and employee knowledge through comprehensive training.

* Developed a highly productive team that consistently delivered world class customer service, which facilitated customer satisfaction and loyalty.

LINCOLN FINANCIAL GROUP, Fort Wayne, Indiana 2/2008 to 7/2008

Senior Manager, Call Center Operations

* Led all facets of call center operations to ensure attainment of organizational productivity and quality objectives.

* Planned and managed functions involving customer contact; allocated resources and devised workflow to support call center needs.

* Held full accountability for achieving established service goals; reviewed and updated standards. Monitored cost effectiveness of unit; managed expenditures ensuring optimal efficiencies.

* Established and maintained collaborative relationships with distribution partners, key broker dealers, bank representatives, and customers.

* Played key role in development and implementation of departmental plans, ongoing process improvements, and cost reductions; offered guidance and expertise to drive strategic efforts.

* Improved productivity and customer service by ensuring delivery of training and ongoing development for new and existing personnel.

* Conducted complex audits to identify weaknesses and areas for improvement; instituted processes that sustained quality and accuracy while limiting potential of financial or regulatory risk.

INFOPRO, INC., McLean, Virginia 4/2003 to 1/2008

Call Center Manager

* Performed network administration for all infrastructure related software and hardware at onsite location for the Department of Commerce, Office of Computer Services (OCS) Datacenter.

* Served as the InfoPro Team Leader; accountable for building, installing, configuring, and maintaining Citrix systems and applications for various federal agencies. Provided tier-3 help desk support. Produced documentation on disaster recovery, security guidelines, remote access, and training procedures. Supervised and trained onsite InfoPro personnel.

* Installed, configured, and maintained 4 Active Directory domains for the Datacenter; utilized Group Policy (GPOs) in order to enforce organizational security policies.

* Implemented an Internet Security Systems `Internet Scanner` tool, which facilitated ability to identify and resolve security issues within the company infrastructure.

* Developed and tested disaster recovery procedures for all departmental systems and application; actively participated in bi-annual disaster recovery tests in Philadelphia.

* Traveling to and from Guantanamo Bay, Cuba in order to conduct network analysis and security scans of DOD educational facilities, ensuring compliance with the DOD DITSCAP security mandates.

EDUCATION

Montgomery College, Rockville, MD

Business Management

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