Manager Customer Service

Gary Wade

**** ******* ***** *****

Fairburn, Georgia 30213

************@*****.***

770-***-****

Marketing Manager/ Call Center Manager

Seasoned Professional with 25 years of extensive experience in applying problem solving, decision

making, and judgment and leadership skills to business situations.

Call Center Manager

The Call Center Operations Manager is responsible for driving the overall execution of function specific business unit

goals for At Home Services specifically, customer service enhancements, process improvement efforts, productivity

enhancements, and capacity maximization. This role is directly responsible for the customer experience on inbound and

outbound calls/communication. The Call Center Operations Manager directly manages a team of process, quality, and

technical writer(s) to communicate expectations, ensure department performance, outcomes, and drive support of

strategies tied to outstanding customer service through adherence to quality standards and performance metrics. The

Call Center Operations Manager partners with a team of Managers and Supervisors.

Sets and/or assists in setting OSC (Operational Support Center) priorities and directly manages personnel and

indirectly manages Managers and Supervisors towards the achievement of department objectives and goals.

Works through indirect and direct reports to maintain excellent service level, monitor performance and ensure that

business unit performance meets established expectations. Identifies variances and creates effective plans that provide

timely resolution to performance gaps.

periodically conducts real-time call/e-mail or chat monitoring and coaching in order to enhance service quality and

increase productivity and department performance. Evaluates real time monitoring and provides guidance to

managers/supervisors, indirect and direct reports on performance trends.

Tracks customer issues, identifies patterns/root causes and executes recommended solutions. Develops

competencies, training and development, appraisal/motivation techniques. Evaluates procedures, policies, strategies

and systems with the goal of maximizing customer satisfaction and retention.

Utilizes workforce planning analytics and methods to pro-actively initiate and drive staffing solutions with operations

support center leadership and HR functional partners. Forecasts manpower volume optimizes staff utilization.

Skills

Critical Thinking / Decision Making

Oral & Written Communication Skills / Attention to Quality & Detail

Professional Telephone Etiquette; Professional Appearance & Demeanor

Microsoft Windows/Office Proficient; proficient typing skills

Multi-tasking Capability / Sense of Urgency / Organizational Skills / Time and Case Management Skills

Professional Experiences

Dixie Home Crafters Marketing Manager 1998-2004

Remodel America Call Center Manager 2004-2009

Taylor Construction Call Center/Marketing Manager 2012 –Present

Education Malverne H.S 1980-Diploma

Farmingdale Institute of Audio Recording certificate

Contact this candidate