Customer Service Manager
Resume:
JOSEPH A. WOLF
**** ******** *****, #**, **********, FL 33763 727-***-****
SUPERSHUTTLE - St. Petersburg, FL 04/2008-2013
Senior Supervisor: Run daily operations of a 100-seat call center handling over 10,000 calls in a 12 hour period. Handle all escalated calls and discipline issues up to and including dismissals. Set up scheduling, review call center statistics (calls taken by reps, hold times, wait times, outbound calls, talk time, excessive breaks, wrap-up, etc.) and recognize billing anomalies. Responsible to hire and train new employees, and answered directly to Vice President. Implement and disperse knowledge of new call handling skills needed and policies developed by the company.
Changed culture in call center to focus on customer service and trained all new supervisors.
TELEPHONE SERVICES, INC. - Tarpon Springs, FL 10/2005-04/2008
Quality Control Specialist: Develop and maintain a comprehensive and inclusive training package for new and existing associates. Monitor, coach, develop and identify associates' discrepancies. Notify, suggest and provide the Customer Care Floor Manager or Assistant Floor Manager with information that pertains to the success or failure of the call center. Develop and present training material, identify and implement the necessary material to train an associate or prospect efficiently and effectively. Discover associates that are in need of re-training by communicating with the lead associates and through the monitored and recorded calls. Review TeleVantage statistics daily (calls taken by reps, hold times, wait times, outbound calls, talk time, excessive breaks, wrap-up, etc.). Train, re-train, and teach all prospective employees to use appropriate inquiry techniques. Monitor and track representatives on a daily basis, score a minimum of four customer inquiries for each rep per month. Monitor each inquiry and coach each rep at least two times a month. Recognize billing anomalies. Implement and disperse knowledge of new call handling skills needed and policies developed by the company.
J.P. MORGAN CHASE & CO -Tampa FL 10/2003-09/2005 Correspondence & Research Department; Merchant Dispute Analyst: Responsible for researching and resolving written correspondence relating to customer dispute inquiries. In this capacity, provide personalized service that meets or exceeds clients' time and quality expectations; effectively use research skills to better understand the customer's dispute and determine the appropriate course of action; interact with customers and merchants to determine the most appropriate, timely and equitable resolution for the customer; interpret and apply MasterCard and Visa regulations for all dispute situations; process monetary and non-monetary adjustments; maintain files for updates and regular view; and customize letters of response to customers. Meeting these job requirements involves focusing on understanding the firm's service policies, systems and legal compliance regulations; in addition to strong attention to detail and follow-up skills.
UNIFORM CITY -Tampa FL 10/2002-10/2003
Account Manager: Receive calls from customers, call potential customers, and assist them with placing orders and advising them on new and existing products. Reviewed and processed incoming orders and when necessary; processed returns.
CABLEVISION SYSTEMS CORPORATION (THE WIZ) - Edison, NY 1999 - 2002
Customer Service Representative/Sales Manager: Answer telephone calls originating from customers and stores to provide solutions to customers who require assistance. Provide information to customers regarding company services, products and features, manufacturers, and other relevant information. Work closely with store managers to enforce company policies. Responsible for opening and closing the store and orchestrated all sales floor activities in addition to supervising sales associates. Tracked time cards for payroll and set up incoming sales. Provide strong customer service.
EDUCATION
St. John's University (Staten Island, N.Y.) B.A., Liberal Arts
ACTIVITIES
Minor League Baseball Umpire (local circuits - weekends) ONGOING
REFERENCES AVAILABLE UPON REQUEST
Joseph A. Wolf 2449 Columbia Drive, #47
Clearwater, FL 33763
******@*******.***
July 15, 2013
xxx
Dear xxx:
I would like to take this opportunity to introduce myself and confirm my desire to be considered for the open position in your organization. As you will see on my enclosed resume, I have experience in managing customer service and applied computer technology. My passion is to use my knowledge, skills, and motivation to be a valued asset to your organization; and I pride myself in pushing to be a top performer.
Another of my passions is providing exceptional training in order to groom and mentor high quality associates. My experience and dedication should prove to be a benefit to xxx as it is known for its high standards in customer satisfaction.
I would enjoy meeting with you to discuss my resume and employment opportunities with xxx. My schedule is flexible, so please contact me as your schedule permits.
Sincerely,
Joseph A. Wolf [Enclosure]
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