Customer Service Group Manager

Yvonne Williams

**** ********* *****

Raleigh, NC 27610

919-***-**** (H)

919-***-**** (C)

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

OBJECTIVE

To secure a challenging position in management/non-management that involves planning and implementing operational staff objectives, meeting financial objectives, training and communicant job expectations to new employees as well as enforcing company policies. This would enable me to optimum my communications and management skills which will impact corporate growth and profitability.

PROFESSIONAL EXPERIENCE

Customer Care Sr. Asst, Xerox Company - 2005 to 2016 Cary, NC

Contacting participants via telephone to obtain pertinent information regarding services that had been rendered by the case specialist and any information pertaining to benefits features.

Train new employees for survey team.

Entering information into the data base and referring any information to Managers/ Supervisors that may possibly prevent complaints or law suits.

Maintain a high level of world class customer service/professionalism to a wide range of customers/clients.

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness

Prepare project status reports by collecting, analyzing, and summarizing information and trends.

AT&T, 1990 to 2003, Mesa, Arizona, (Positions: Group Manager/Coach (Call Center), Revenue Assurance Management, Operator/Service Assistant, Toll Free Directory Assistance (TFDA) Resource Manager (Call Center)

Developed Universal Credit Representatives, in the Revenue Assurance Department, including; collectors' performance motivation, observations, appraisals, monthly development on score-card and meeting daily, monthly and yearly objectives.

Fully developed operators in (Toll Free Directory Assistance Center)

Monitored calls to analyze performance and detect areas in need of development

Compiled data to track development areas and instituted policies and procedures to relieve service problems

Managed intraday forces adjustments for office

Handled customer complaints, inquires and commendations

Developed action plans for productivity improvement.

Team lead for Customer Value Added (CVA) team to improve customer service.

ADDITIONAL EMPLOYMENT

Receptionist ((Ultimate Staffing-Staffing Agency), Stewart Title, 2004 to 2005, Peoria, Arizona

Assisting loan officers when necessary.

Calling clients and banks for pay off information

Answer phones, greeting clients, filing, typing, and operating copier and fax machines.

EDUCATION

DeVry University (Technical Management)

Upsala College (Business Management)

CNA (Certified Nursing Assistance)

PROFESSIONAL TRAINING

Intermediate Computer Skills-Microsoft Word, Excel, Outlook

Dale Carnegie Training, (Customer Relations)

Voice Etiquette Training

Medical Care & Treatment (US Army)

Labor Relations Human Resource & Stress Management

Outbound and Inbound Call Management Centers

Collections & 3rd Party Collections

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