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Customer Service Manager

Willingboro, New Jersey, United States
February 10, 2018

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Professional with more than ** years of experience in supervising Operations Teams, vendor relations, data analysis and managing multiple projects.

Summary of Skills

Comprehensive knowledge about billing, payments, chargebacks and customer service.

Successfully lead a team to achieve performance targets and goals.

Skilled in analyzing data and business requirements.

Able to communicate required changes to the key stakeholders.

Creating process performance objectives and KPIs to measure the success of the project from end to end.

Tools: Excel, Word, PowerPoint, Outlook, SharePoint, Google Docs

Professional Experience

Revenue Operations Process Manager

Vonage - Holmdel, New Jersey 2011 – 2017

Credit and Remittance Process Owner for Residential & Business customer payment transactions.

Collaborated with Billing and Chargeback Manager to resolve issues and discrepancies associated with credit or payment transactions.

Supervised Operations team consisting of Analysts and Associates.

Oversaw revenue operations team responsible for processing more than 100,000 transactions across multiple payment channels; resulting in $3M payments and refunds posted accurately each day.

Assisted with decreasing monthly processing costs by nearly $30K, by analyzing customer payment data and investigating payment and processing discrepancies.

Generated 15% monthly revenue increase, by researching and implementing a payment option for customers as an alternative to paying with a credit or debit card.

Audited financial data to monitor process efficiencies and identify changes in customer payment trends.

Evaluated employee performance quarterly to ensure compliance with skill-set required for position and provided additional training when needed.

Created and maintained internal credit policies.

Revenue Operations Supervisor

Vonage - Holmdel, New Jersey 2007 – 2011

Revenue Operations team lead, resolving issues related to credit/refund policy, monitored credit card regulations, and maintained client relationship with credit vendors.

Supervised day-to-day operations, ensuring accurate and timely processing of customer payments.

Utilized outstanding customer service skills to deescalate customer complaints and resolve complex issues.

Assisted with launching new processes that offset more than $1M in processing costs in 1 year.

Education and Achievements

Associate of Applied Science, University of Phoenix, 2007

Earned award for Outstanding Achievement in Process Management

Promoted to Manager because of my proven ability to lead, motivate and manage multiple projects.

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