Customer Service Manager
Resume:
SYLVIA PORTER
WHITTIER, CA 90604
PHONE: 562-***-****
************@*****.***
Quality Customer Service/ Data Manager
Highly skilled Manager who is very effective in achieving results.
. Detail oriented.
. Experienced in supervising and motivating staff.
. Strong dedication to quality Customer Service and Data Integrity.
. Outstanding troubleshooter.
PROFESSIONAL EXPERIENCE
Walt Disney Travel Company 2012- Present
Reservation Sales Agent
. Excellent customer service
. Handle high inbound call volume
. Utilize CRM and reservation systems
. Provide information regarding products and services available at
Disneyland resort.
. Troubleshoot and identify potential issues regarding availability and
price concerns
. Book, change and update reservations
. Process credit card payments
Wine Country Gift Baskets/ Houdini
2011
Call Center Supervisor in charge of a team of seasonal gift consultants who
processed orders and resolved customer service issues. Handled escalated
customer problems.
Supervised work flow, maintained administrative functions such as schedule
adherence, time clock reports and agent performance summaries. Answered
team members' questions and researched resolutions. Met with team members
to provide positive and constructive feedback during coaching sessions and
team meetings. Motivated team and led by example. Took an active role in
improving call quality.
Assurant Group
2004 - 2009
Quality Assurance
Supervised unit of specialists who audited data entry operators, exception
processors and customer service representatives, as a provider of
outsourcing services.
. Audited large volume of data entry and exception processing items.
. Monitored customer service call center operators to insure quality
service.
. Worked with various computer systems for data entry, updating and
correction of various databases to insure accuracy of information.
. Completed several successful computer conversions and process changes.
. Directed workflow and maximize resources to achieve production goals.
. Had hands on involvement with staff. Calibrations resulted in over 98%
accuracy rates.
. Worked closely with other departments to help update procedures and
reduce errors to prevent losses.
Palame Insurance Agency
1999 -2003
Customer Service Manager for health insurance agency. Hired, trained and
supervised customer service personnel.
Developed and revamped informational materials sent to customers.
Standardized replies to most frequently asked questions.
Had positive face-to-face contacts with customers, which increased business
through new accounts and improved goodwill and public relations.
. Directed work flow and office administration. Handled customers with
difficult or complicated situations.
. Assisted owner with new quotes. Developed better marketing strategy.
. Helped create an atmosphere conducive to enthusiasm.
So Cal Telco
1997 - 1998
Managed department that was responsible for order entry into the electronic
order processing system of the phone company, as well as updating company
Access database.
Supervised Help Desk / Customer Service staff who assisted customers,
telemarketing and outside sales departments with questions and problems
regarding status of orders.
Audited company database Vs phone company order tracking and compensation
areas.
Worked closely with IT creating screens and reports to comply with client
regulations and company needs. Trained staff regarding changes to
procedures and systems.
Sam Pruitt Confidential Services
1994 - 1996
Administrative manager for private investigation agency. Managed client
relations, office administration, A/P, A/R and billing. Did undercover
investigation and worked on business projects.
. Positive contact with clients improved their understanding of fieldwork.
. Coordinated flow of assignments.
JNF
1992 -1993
Managed Customer Service, Data Entry, Order Processing and remittance
accounting for an international nonprofit organization. Had responsibility
for office administration and management of support staff.
Supervised functions of Customer Service areas.
Effectively handled calls regarding problems and questions about billings,
adjustments, refunds and non-receipt of orders.
Increased customer satisfaction and developed positive rapport.
Oversaw cash and payment processing. Section received and processed all
payments and orders, batched, balanced and posted daily receipts. Handled
accounting adjustments.
Had responsibility for office administration and personnel matters. Worked
with all levels of management. Monitored daily workflow. Excellent problem
solver.
Maintained data entry and order processing functions.
Conducted database reviews and clean up of accounts, provided mailing
lists/payment history.
Compiled accounting reports detailing results of direct mailings,
telemarketing and projects.
EDUCATION
University of Southern California
Journalism/Public Relations
Contact this candidate