Customer Service Manager

James Grigsby

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

Address: 160F Willowdale Drive Apt 402

City: Frederick

State: MD

Zip: 21702

Country: USA

Phone: 240-***-****

Skill Level: Management

Salary Range: $50,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

James R. Grigsby

160F Willowdale Drive Apt 402, Frederick, MD

240-***-**** / ********@********.***

OBJECTIVE: To obtain a challenging position using the strong management and training skills obtained through years of Leadership experience.

Work History

Call Center Training Manager, Stanley Black & Decker Towson,Md. November 2011- March 2012

*Delivered Customer Service training for 3 call centers

*Updated and wrote Standard Operating Procedures for systems, processes and procedures

*Designed and delivered power point presentations on -Soft Skill- customer service training

*Set up training schedule for new hire training

*Planed monthly, quarterly & yearly on-going training schedule

*Managed and trained one training assistant

*Coordinated and conducted tool room inventory

Customer Service Supervisor.Ozburn Hessey Logistics, Chambersburg PA.

July 2010-May 2011

*Led a team of 7 Customer Service Representatives.

*Developed S.M.A.R.T goals and individual performance plans for each team member.

*Conducted bi-weekly meetings with each team member and weekly team meetings to develop team environment.

*Daily contact with the customer, Nutrisystem and provided monthly inventory updates.

*Recruited, interviewed and hired new team members.

*Handled disciplinary issues as needed

Wells Fargo 2001-2009. Client Service Manager, L&D Consultant, Operations Manager

Client Service Manager, Wells Fargo, Columbia, MD

April 2007-June 2009

*Led a team of 12 account managers

*Ensured 100% adherence to governing contracts

*Guided development, documentation and implementation of departmental procedures.

*Maintained and controlled accuracy and efficiency of departmental processes while minimizing risk of incorrect or inaccurate reporting.

*Developed and presented customer service training for the account managers

*Led project initiative to develop "Quality Service Standards" and goals

*Captured, reported and acted on organization performance data

*Maintained and provided customer support for client portfolio

*Performed the trustee, calculation agent, collateral administrator, and custodian functions for Wells Fargo CDO customers

Learning & Development Consultant III, Wells Fargo, Frederick, MD

June 2005-March 2007

*Developed and delivered customer service training to over 200 employees.

*Led large-scale change initiatives, performed root cause analysis and needs assessment to identify training and learning components for projects and initiatives.

*Coordinated training design and development for large scale system enhancement.

*Prepared 6 team members for delivery of New Hire and Continuous Learning Courses.

*Assessed skills and knowledge level of class participants.

*Provided support to training team members for all aspects of training delivery

*Determined and implemented measurement criteria for projects and curriculum training.

*Developed cross training of Sales, Customer Service and Billing Departments.

*Facilitated training at six sites for employees and senior management.

*Evaluated performance of all newly hired representatives, initiated refresher/on-going training schedule for 196 customer service representatives and supervisors.

*Promoted to Client Service Manager.

Call Center/ Operations Manager, Wells Fargo, Frederick,Maryland June 2002-June 2005

*Managed daily call center operations for 196 employees and 12 Supervisors, MD

*Retained daily answer rate at or above 90% per Metrics

*Produced 90% employee retention rate

*Achieved customer satisfaction level of 98%.

*Insured proper staffing levels, consistently producing 95% answer rate

*Handled all discipline issues, coordinated approved leave.

*Recruited, interviewed and hired new team members.

*Led and participated actively in departmental projects, including assisting systems support group with design, programming, analysis, testing and implementation.

*Captured, reported and acted on organization performance data.

*Led large-scale change initiatives, performing root cause analysis; improved talk time by 20%

*Promoted to Learning & Development Consultant III

Call Center/ Operations Manager, Wells Fargo, Vienna, Virginia

May 2001-June 2002

*Managed two call centers, Sales & Customer service in VA. Promoted to MD

Airborne Express

Customer Service Supervisor/ Customer Service Trainer, Airborne Express, Chantilly, VA February 1993-May 2001

*Managed a call center of 89 reps and 5 Supervisors

*Interviewed and hired all new employees

*Conducted the complete new hire training and professional development classes

*Increased department staffing from 80% to 100%

*Dealt directly with high visibility customer accounts, including Marriott Corporate.

EDUCATION

Bachelor of Science, Anthropology, Liberty University, Lynchburg, VA

MILITARY SERVICE

United States Marine Corps, Honorable Discharge

Squad Leader promoted to Platoon SSGT.

CERTIFICATION/PROFESSIONAL DEVELOPMENT

Certified with Achieve Global in Adult Learning Techniques

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