Manager Customer Service

Stewart J. Watkins

*** ***** ***** ****, *************, GA 30044

Home: 678-***-**** l Mobile: 678-***-****

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

Professional Summary

Ardent Call Center Manager especially adept at call center coaching, hiring, and continued training to ensure compliance with operations regulations. Skilled at setting and meeting client service levels and other germane productivity goals. Specialize in conflict resolution and the timely preparation of operations and productivity reports.

Core Qualifications

• Solid understanding of quality assurance practices

• Highly experienced in coaching and grooming agents

• Familiar with the use and maintenance of dialer and dashboard tools

• Strong ability to handle multiple tasks efficiently

• Solid verbal and written communications abilities

• Exceptional motivational skills

Experience

Utilities Team Manager 6/1/17 – Present

Support Services Group, S2G – Georgia Atlanta, Ga

• Managed daily call center operations

• Provided quarterly/annual performance reviews for CSPs.

• Handled escalated calls from CSPs whether complaint driven or compliment.

• Provided direct supervision, call monitoring and leadership to CSPs and Leads

• Responsible for hiring, training and mentoring CSPs and Leads

• Worked closely with workforce to ensure adequate staffing for optimum efficiency and productivity

• Assisted with call taking, and performed other germane call center duties as required

Utilities Team Manager 2/1/13 – 6/1/17

Donnelly Communications Atlanta, Ga

• Managed daily call center operations

• Provided quarterly/annual performance reviews for CSPs

• Handled escalated calls from CSPs whether complaint driven or compliment

• Provided direct supervision, call monitoring and leadership to CSPs and Leads

• Responsible for hiring, training and mentoring CSPs and Leads

• Worked closely with workforce to ensure adequate staffing for optimum efficiency and productivity

• Assisted with call taking, and performed other germane call center duties as required

Subject Matter Expert 4/10/09 – 1/31/13

Procore Solutions, LLC Marietta, Ga

• Handled calls in an inbound/outbound call center environment

• Well versed in 30+ energy utility accounts

• Provided technical and analytical support to CSRs

• Handled escalated calls as required

• Provided call monitoring and coaching to agents to increase growth and overall performance

• Worked closely with call center supervisors, managers, QA department and workforce

Customer Service Professional I 9/11/01 – 4/10/09

Procore Solutions, LLC Marietta, Ga

• Assisted with calls in an inbound call center environment

• Handled approximately 15 energy utility accounts

• Offered basic technical support, customer care billing, program inquiries and enrollments

Education

Morehouse College, Atlanta, Ga

BA – Urban Studies (City Planning), 1992

Southside Comprehensive High School, Atlanta, Ga

College Preparatory Diploma, 1988

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