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Customer Service Management

Location:
Humble, Texas, United States
Salary:
41,000.00
Posted:
November 27, 2017

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JAMES HANNIBLE

*** ****** **. ******* ** *****] [803-***-****]

ac3h6n@r.postjobfree.com

Call Center Management - Responsibility included maintaining and improved call center operations by monitoring agents performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; for a team of 20 on site,30 virtual agents.

Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job

EXPERIENCE

Veterans’ services - 03/16/2014-10/13/2014, AIG 10/13/2015 current

Management

Expense reports Superb time management skills

Quality assurance and control New product introductions strategies

Process improvement Detail-oriented

Certified Purchasing Manager (CPM) Natural leader

Organized Risk management

Easy care - 05/2013- 03/16/2014

Management

Cross-trained and backed up other customer service managers.

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Adhered to all confidentiality requirements at all times.

Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Facilitated inter-departmental communication to effectively provide customer support.

Strong leader of customer support staff.

Bank of America - 06/2012-05/17/2013

Management

Trained staff on operating procedures and company services.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Provided accurate, specific and timely performance feedback for CSRs.

Identified individual development needs with appropriate training.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Strong leader of customer support staff.

Georgia Natural Gas 09/07-03/2011

Management

Devised and published metrics to measure the organization's success in delivering world class customer service.

Effective liaison between company and its vendors.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong ability to handle multiple tasks efficiently

Fast-Paced Environments

Training Support Request

Team Building

Progressive Leadership Experience

Staff Training Experience

Quality Control

Leadership Communication Skills

Process Improvement Strategies

Trained New Employees

Virtual Management

EDUCATION

Morris College, Sumter, SC, Business Management

SKILLS

Development Team Building

Staff Retention

Operations Experience

Customer Satisfaction

Career Services

Trained New Employees

Business Administration

Process Improvement Strategies

Development Team Building

Staff Retention

Operations Experience

Customer Satisfaction

Career Services

Trained New Employees

Business Administration

Process Improvement Strategies



Contact this candidate