Customer Service Manager
Resume:
Cherilynne Harrington
Taylor, PA 18504
**********.**********@*****.***
I am looking for a full time Call Center position. I have 25 years of experience in the call center industry with exceptional leadership skills. I enjoy diversity in the workplace and am focused on call efficiency and the development of my team. I am a self starter with organizational skills that allow me to perform at my peek to move an organization to a strong growth level.
USCB Corporation
August 2016 – Present
Team Lead/Trainer, Customer Service
Schedule and conduct interviews.
Train new hires on the FDCPA Laws and collection practices along with scripting requirements.
Coach representatives in one on one sessions using the tapes of their calls to discussing different collection approaches for various debtor objections.
View screen scrapes and listen to live calls giving direction on call edicate and tecknique to secure and collect on delinquent account.
Recognize common questions of the representatives and update the team with the correct answers along with the proper use of the system.
Load dialing system with call files and schedule representatives to individual work files.
Fidelity Deposit and Discount Bank
May 2013 – April 2016 / Dunmore, PA
Customer Service Manager
Managed a team of 9 Customer Care Representatives forecasting staffing needs for 120K calls yearly
Coach representatives on day to day performance with positive reinforcement and encouragement.
Responsible for team training including performance management and career direction.
Conduct team meetings to ensure a positive flow of communication within the department and company.
Track and trend individual successes on a monthly/quarterly/yearly basis.
Develop sale skills with staff to increase customer relationships with their financial profile.
Increased sale by 36% during the years 2014-2015.
Reviewed and supported the Webchat and email response functions.
Maintained personal files for each team member noting all accomplishments and coaching opportunities.
Interviewed potential representatives.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
First National Community Bank
May 2007 – April 2013 / Dunmore, PA 18512
Customer Care Manager
Managed a team of 8 Customer Care Representatives forecasting staffing needs for 120K inbound calls per year.
Responsible for team training on product inhancements and technical support.
Participated on the Product Development Team researching banking products and online tools for a 24 x 7 connection.
Skilled in Cisco system set up and data analytics.
Assistant Cashier/Workplace Banking Consultant/Customer Care Center
Developed start up program selling products to employees of companies with 50+ workforces.
Developed reporting tools, to log growth in existing/new client relationship accounts with focus on account balances. During the start-up process and the following 2 quarters the company client base increased by 7%.
Held off site presentations of banking products at trade shows. Represented the company at Chamber of Commerace luncheons and card exchanges (Scranton, Pittston, Pocono)
CIGNA Healthcare
September 2000 – January 2007 / Scranton, PA
Customer Service Manager
Managed a staff of 30 full time representatives
Track and trend individual successes on a monthly/quarterly/yearly basis.
Coach to SOP and matrix standards.
Mantained bi-yearly performance appraisals.
Lead a project for third party quality surveys which increased by 36%.
Received 5 CIGNA Champion Awards being recognized for knowledge base, leadership skill, and support to matrix partners.
Client Service Liaison
Maintained 100+ accounts in the New England market.
Served as a single point of contact for employer groups for call and claim related inquiries.
Identify anticipated and recommend alternative solutions to employer issues.
Sales presentations to current and potential site operations which demonstrated the ability to answer all questions professionally with sales spin both on-site and in the field.
CIGNA HealthCare – Trainer
Act as a coach/manager to employees providing support and product knowledge to all staff.
Delivered products and systems training in a classroom setting.
Evaluated incoming representatives throu monitoring and coadhcing for job effectiveness.
Project Lead for training bulletins and IVR unit.
Project Lead for Peer Evaluation of manager contact.
Project Lead for Mentor Program. Developed a centralized file for all trainers to reference when preparing for new classes.
Education
Pennsylvania State University – Associates Degree focus Computer Science 1979
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