Customer Service Manager

*** *** ***

Trenton GA *****

423-***-****

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

DARLA VANDERMEER

SUMMARY

Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency, able to provide advice on diverse customer situations. Specializing in quality service, customer retention, productivity and team management as well as continual guidance motivation associates, direction, development and coaching.

HIGHLIGHTS

-Conflict resolution techniques - Deadline-oriented

-Client relations specialist - Skilled Multi-tasker

-Team Management - Scheduling

-Talent development - Focused on Customer Satisfaction

ACCOMPLISHMENTS

Played an instrumental role in increasing customer satisfaction rating index from 73% to 96% within 1 year as Customer Service Manager.

Reduced staff turnover by 93% in one year by implementing several well-received team and morale-building programs.

EXPERIENCE

RESOLUTION SUPERVISOR :CONVERGYS: MAY 2005 TO OCT 2009

Chattanooga, TN

Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Interviewed, hired and trained new quality customer service representatives. Resolved customer questions, issues and complaints. Addressed negative customer feedback immediately. Monitored the daily activities of 3 10 persons or more customer support teams. As well as providing detailed monthly departmental reports and updates to senior management. Hiring position was customer service representative within the first year advancing to Coaching Team Member to Coaching Team Supervisor, within the next 1.5 years promoted to Head Supervisor over Resolution Department.

EDUCATION

Associate of Applied Science, Information and Office Technology 1992

Northwestern College – Rocksprings GA, Walker

Coursework in Marketing, Business Management and Communications. Top 10% of class, as well as completing customer services management training. Achieving my Customer Service Manager Certificate (CSMC) and Call Center Manager Training Certification.

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