Customer Service Manager
Resume:
Camille M Davis
Peachtree Corners, GA 30092
*********@*****.***
CALL CENTER PROFESSIONAL
A focused, results-oriented professional, with over eleven years experience in progressive positions, including managing a teams of representatives. Customer-service oriented, with proven ability to provide leadership for maximum productivity. Skilled at communicating effectively, to attain company goals. WORK HISTORY
MDVIP, Boca Raton, FL 2015-2017
Level II Representative, Member Service
Accepted incoming calls from members signed up with affiliated doctors.
Handled escalated issues from members and their doctors.
Troubleshooting of web portal.
Performed uptraing for representatives to support and facilitate job role. Healthfirst, Lake Mary, FL 2014-2015
Supervisor, Member Service
Directed team of 19 representatives which included training and development geared toward improving and maintaining company goals.
Handle escalated issue having to do with members healthcare choices.
Create specific tasks and excercises to develope the teams overall performance.
Delivered deadline reports, metrics and performance reviews. JP Morgan Chase, Lake Mary, FL 2014-2014
Member Service Representative
Accepted incomoning call from members regrding credit card needs.
Handled reordering of cards and updating general information.
Answered questions regarding balances, debits and overseas transactions.
Calculated refunds, credits and made sure payments posted correctly. Ackerman Security Systems, Atlanta, GA 2006-2014
Supervisor, Customer Service
Directing team of up to 10 representatives to exceed service expectations
Initiate actions, to insure optimal response times and service levels; handle escalated matters in appropriate and timely manner
Analyze team and individual statistics; prepare reports; devise and implement incentive programs to improve stats while maintaining QA
Provide performance review, coaching and implement strategies for career development
Train team and peer supervisors on new products and policies
Provide solutions to software and routine hardware problems, as well as provide ongoing instructional information
Develop PowerPoint presentation and facilitated team report to Operations Manager
Security Associates International (SAI) Fort Lauderdale, FL 2002-2006 Assistant Supervisor, Customer Service
Directed team of up to 8 representatives geared toward data accuracy and prompt delivery of alarm issues
Point-of-Contact for department manager, assisted with training and scheduling
Maintained focus groups to assist reps with multi-tasking alarms for two-way monitoring, GPS paging, camera surveillance and general alarms.
Exceeded evaluation goals and company service levels COMPUTER SKILLS
Microsoft Office, Word Excel, PowerPoint, Outlook, Internet, Siebel, KEA, DICE, Amadeus, and Worldspan.
EDUCATION
William Rainey Harper College- Architecture 1990-1991 CERTIFICATIONS
Central Station Alarm Association (CSAA) 2009
Fred Pryor (Supervisor Training Seminar) 2011
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