Customer Service Management

RichardH. Brown

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

Address: Holiday Lane

City: Atlanta

State: GA

Zip: 30349

Country: USA

Phone: 404-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

leadership Call Center Problem Solving MS Office Suite Customer Care

Educational Background:

Bachelors Degree, Business

University of Florida, 08/1980 - 05/1986

Florida, Florida

Certification, Business

Oklahoma State University, 10/2008 - 11/2008

Oklahoma, Ok

Job History / Details:

OBJECTIVE

To become affiliated with a dynamic organization in management position where my related background and qualifications will assist your company in achieving your goals and objectives.

SUMMARY

Qualification

Summary Track record of top performance including experience, formal education and achievements in business/collections management, Workforce Management, Telephony, Problem Resolution, Customer Service, Negotiations, Account Management, Staff Supervision & Training, Statistical Analysis, Production Management, Quality Control, Research and Policies and Procedures.

Team player who collaborate closely with co-worker and management to achieve state objectives.

Strengths include excellent leadership, organizational and problem solving skills.

Easily establish and cultivate professional business and customer relationships.

Consistently received outstanding performance evaluations in all positions held.

Computer proficient, MS Office Suite and Service Management software.

PROFESSIONAL EXPERIENCE

Project/Care/Call Center Manager 2010-Present

ADI Contact Solution. LLC, Atlanta, Ga.

Established Customer Care Center SANY America Inc. Heavy machinery industry

Installed Cisco B2 server 2 IBM server, 7869 Phone system, Installed Cisco Presence

Identified training needs for various teams (service, warranty and parts department)

Designed workflow and office process for Parts, Warranty, Purchasing, Accounting, Compliance, Sales web portal for vender and Service department

Handled escalation calls for all departments

Created in house Customer Care portal for internal and external uses

Ensured efficiency and effectiveness of Care Center and customer service organization Monitor department actual performance versus objective and report action place to Vice President

Provided agents with daily communication regarding performance

Managed five staff member in house and 25 vendor

Workforce Management and Call Center Director, Promoted (2007- 2010)

Matria/Alere, Atlanta, Georgia

Apply leadership skills to oversee all phases of efficient management of customer service, including quality control and extensive problem solving.

Developed and implemented operational policies and procedures to establish customer care center IVR, and Dialer Systems.

Increase customer satisfaction 64% and reduce customer complaints by 15%.

Support financial team in resolving billing issues in a timely manner

Implement new Avaya dialer system to enhance production.

Assist senior management in identifying and improving quality of department through various beneficial suggestions.

Conducted regular training meeting to engage agents into Company Business Plan

Ensure accurate documentation of all transactions in accordance with established procedures.

Consistently excel in achieving all goals and objectives set by management

Dialer Administrator (2007-2008)

Managed staff 22 associates

Build daily campaigns for call center

Assist with schedule change. (Aspect Dialer)

Telephony Analyst Manager 2005 - 2007

PHOENIX HEALTH CARE HIS FINANCIAL SERVICES, Marietta, Georgia,

Promoted to this leadership position due to outstanding performance and leadership abilities.

Implemented procedures to ensure efficient management of Telephony Department, including quality of services and problem solving.

Supervised and motivated staff to achieve maximum performance in high-volume call center environment.

Achieved all objectives set by management involving collection procedures and revenue generation.

Provided management with daily statistical report.

Virtual Business Office and Collection Assistant Manager, (2005 - 2006)

Supervised staff of 25 Collectors and 20 Customer Service Representatives to exceed all stated collection objectives.

Oversaw all phases of business management associated with Commercial Virtual Business Office, including quality of services and account management

Evaluated and resolved account issues and problems in a timely manner.

Utilized expertise to review customer contracts while supporting Liaison Department.

Prepared daily statistical report for submission to senior management.

Project Coordinator 2003-2005

PCFS/PROVIDENT BANK 2002-2005

Applied leadership skills to assist in managing multiple projects including dialer, collection and customer service.

Analyzed and resolved customer service issues in a timely manner.

Provided monthly presentation utilizing knowledge of Microsoft Office Suite (Word, PowerPoint and Excel).

Supervised and motivated team to achieve stated objectives.

Achieved 80% production, six promises per hour, 4% promises versus connect.

Planned, organized and completed tasks in shortest and most efficient manner.

Early Intervention Supervisor 2002-2003

Increased department revenue by 38% through utilizing excellent leadership skills.

Supervised 12-18 Associates in commercial, customer services and collections services.

Utilized call center technology including KPI, Netforce, CMS and Workforce Management.

Performed weekly and monthly monitoring, quality assurance and performance reviews.

Office Manager 1998-2002

GREENTREE MORTGAGE/CONSECO FINANCIAL, Kennesaw, Georgia

Supervised, trained and motivated 12 Collectors and 6 Customer Service Representatives to achieve maximum performance.

Managed customer bankruptcy accounts, chapter 7 and 13.

Demonstrate outstanding business management while involved with various companies.

Provided excellent verbal and written communication with Greentree Executive.

Directed call center telephony department in monitoring AWD, ACD and IVR.

Awarded Customer Service Associates of Month 36 times.

EDUCATION

Bachelor of Science, Management

University of Florida

Clayton College & State University

Certificate in Management Intensive I & II.

Oklahoma State University

CIE Customer Innovation Excellence.

PERSONAL/SALARY NEGOTIABLE

Available immediately.

References Excellent personal and professional references will be provided on request.

Contact this candidate