Customer Service Manager

Elisha Darden

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

Address:

City: Richmond

State: VA

Zip: 23224

Country: USA

Phone: 804-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-oriented Call Center Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Over 13 years of development and effectively managing programs for a Fortune 500 company. Utilizes extensive knowledge, experiences and a verifiable record of success in driving quality with an emphasis on delivering substantial productivity and quality improvements while consistently exceeding performance expectations. Possess strong written and oral communications skills. Clear and articulate speaker; concise and effective writer. Quickly establishes and maintain effective rapport with individuals of diverse backgrounds. Self-motivated achiever/professional with a reputation of reliability, hard work, commitment, teamwork, consistency, flexibility, productivity, customer relations, profitability, efficiency and effectiveness.

Educational Background:

High School Dipolma from South University/Richmond, Richmond VA 1/2001 to 12/2012 (Business Management)

High School Dipolma from George Wythe High School, Richmond VA 1/2001 to 12/2012

Job History / Details:

Professional Summary

Results-oriented Call Center Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Over 13 years of development and effectively managing programs for a Fortune 500 company. Utilizes extensive knowledge, experiences and a verifiable record of success in driving quality with an emphasis on delivering substantial productivity and quality improvements while consistently exceeding performance expectations.

Possess strong written and oral communications skills. Clear and articulate speaker; concise and effective writer. Quickly establishes and maintain effective rapport with individuals of diverse backgrounds.

Self-motivated achiever/professional with a reputation of reliability, hard work, commitment, teamwork, consistency, flexibility, productivity, customer relations, profitability, efficiency and effectiveness.

Highlights

Call Center Resource Management

Team management

Front Line Management

Training and development

Performance Metrics and Reporting

Quality Control

Focused on customer satisfaction

Accomplishments

Created a Performance Management program to track and hold peers accountable to managing agents performance which reduced attrition.

Identified obstacles and gaps in agents performance and training reducing Quality errors by 20 percentage .

Tracked and communicated to Project Manager errors during a system conversion and created a seamless transition.

100 percentage Quality for 3 consecutive years.

Experience

12/5/2012 12:00:00 AM

April 2009 to July 2011

Capital One Financial Corporation Glen Allen, Virginia

Front Line Manager

Monitored the daily activities of 15-20 customer support team agents.

Effectively communicated with team members to maintain clearly defined expectations.

Conducted weekly team meetings to provide related information, department updates, and performance expectations.

Created a Performance Management process to track and hold managers in agents performance.

Led meet and greet sessions during site merger to ensure a seamless transition.

Implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

Effectively managed team expenses to stay within allocated budget.

January 2008 to April 2009

Capital One Financial Corporation Glen Allen, Virginia

Process Manager

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Provided detailed monthly departmental reports and updates to senior management.

Developed, implemented and monitored programs to maximize customer satisfaction.

April 2005 to December 2007

Capital One Financial Corporation Glen Allen, Virginia

Front Line Manager

Monitored the daily activities of 2 customer support teams.

Managed and mentored an average of 20 new customer service representatives per year.

Developed, implemented and monitored programs to maximize customer satisfaction.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Interviewed, hired and trained new quality customer service representatives.

Effectively communicated with team members to maintain clearly defined expectations.

Owned department Quality metrics.

Effectively managed team expenses to stay within allocated budget.

April 2003 to March 2005

Capital One Financial Corporation Henrico County, Virginia

Floor Supervisor

Successfully supervised the activities of 19 team members.

Trained, lead and mentored 11 new supervisors.

Owned department Quality metrics.

Effectively communicated with team members to maintain clearly defined expectations.

Addressed negative customer feedback immediately.

September 1997 to March 2003

Capital One Financial Corporation Henrico County, Virginia

Customer Service Representative

Developed rapport with the customer base by handling difficult issues with professionalism.

Resolved customer questions, issues and complaints.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Conducted Team meeting in managers absence.

Top Quality performer for 3 years with 100 percentage score.

March 1995 to January 1998

Capitol Club of Richmond Richmond, Virginia

Personal Trainer

Created training programs targeted at resolving and improving customer physical fitness.

Monitored the daily activities of 4 customer support staff.

Increased sales by developing effective programs and training.

Addressed negative customer feedback immediately.

January 1992 to March 1995

Capitol Club of Richmond Richmond, Virginia

Locker Room Attendant

Resolved customer questions, issues and complaints.

Increased company revenue by maintaining site appearance and amenities.

Developed rapport with the customer base by handling difficult issues with professionalism.

Education

2015 South University/Richmond Richmond, Virginia

BBA Business Management

1986 George Wythe High School Richmond, Virginia

High School Diploma General education

Affiliations

Boy Scouts of America (BSA)

Assistant Scout Master, Jan. 2005- present.

Mentoring and developing youth.

Youth Coach

Youth Basketball and Soccer coach, Dec. 2007-present.

Training fundamentals of both sports.

Military Experience

to

National Guard, Sandston, Virginia

Section Chief

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