Customer Service Manager

Donna Castle

Email: abpi2r@r.postjobfree.com

Address:

City: Glennville

State: GA

Zip: 30427

Country: USA

Phone: 912-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Seasoned Customer Service Manager who has directed call centers consisting of 5-10 representatives. Energetic with strong time management skills who thrives in a fast-paced, dynamic environment. Customer Service Manager committed to delivering success through effective personnel and work-flow management.

Educational Background:

High School Dipolma from Glennville High School, Glennville GA 1/2001 to 5/1988 (College Prep Courses)

High School Dipolma from Armstrong State University, Glennville GA 1/2001 to 11/2012

High School Dipolma from Colorado Technical University(Online), Glennville GA 1/2001 to 11/2012

Job History / Details:

Summary

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

Seasoned Customer Service Manager who has directed call centers consisting of 5-10 representatives.

Energetic with strong time management skills who thrives in a fast-paced, dynamic environment.

Customer Service Manager committed to delivering success through effective personnel and work-flow management.

Highlights

Skilled in call center operations

Call center management experience

Dedicated to process improvement

Persuasive speaker

Exceptional work-flow management

Adheres to customer service procedures

Adept in automated attendant systems

Extensive history with predictive dialers

Accomplishments

Cross-trained 5-10 new call center representatives.

Managed call flow with up to 30-40 calls in queue per minute.

Consistently commended by superiors for resolving volatile customer situations quickly and courteously.

Reduced staff turnover by 50 percentage in one year by implementing several well-received team and morale-building programs.

Experience

June 2005 to Current

Bland Farms Glennville, Georgia

Shipping and Receiving Clerk

Recorded numbers of units handled and moved, using daily production sheets or work tickets.

Used item numbers to properly stock warehouse.

Staged final products for shipment.

Maintained positive relationships with all customers.

Maintained record accuracy by using work order reporting system.

Computed, recorded, and proofread data, records and reports.

January 2003 to May 2005

National Leisure Group Virginia Beach, Virginia

Travel Consultant

Promoted to Team Lead after only 3 months in position.

Created repeat business by developing long-term relationships with regular customers.

Made and confirmed reservations for cruise, airline, car rental and hotel accommodations.

Verified customers' credit and established how the customer would pay for the accommodation.

October 2001 to December 2002

Nextel Hampton, Virginia

Sales Representative-Call Center

Formulated and enforced Service Center policies, procedures and quality assurance measures.

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

Gathered and verified all required customer information for tracking purposes.

October 1996 to September 2001

Bank Of America Norfolk, Virginia

Account Manager

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

Defused volatile customer situations calmly and courteously.

Maintained up-to-date records at all times.

Mastery of customer service management systems and databases.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Prepared reports and communication for senior management and clients.

Provided cross training to 5-10 staff members.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.

Led the selection and implementation of a new phone system.

May 1994 to September 1996

United States Navy Norfolk, Virginia

Store Clerk-SH

Replenished floor stock and processed shipments to ensure product availability for customers.

Trained and served as a peer coach for new sales associates.

Developed positive customer relationships through friendly greetings and excellent service.

Facilitated monthly and quarterly physical inventory counts.

Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.

Computed sales prices, total purchases and processed payments.

Education

1988 Glennville High School Glennville, Georgia

High School Diploma College Prep Courses

Armstrong State University Savannah, Georgia

Criminal Justice

Colorado Technical University(Online),

Human Resource

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