Customer Service Manager

April Contreras

**** ***** **

Gastonia NC ***** **********@*****.***

Cell # 631-***-****

Profile

Supervisor: 8 years’ experience in Customer Service and Record Retrieval with outstanding management and leadership qualifications. Proven accomplishments in service delivery, office management, program planning, project management, policy development and problem resolution.

Strengths in:

Time management

Personnel management and teambuilding

Customer complaints resolution

Microsoft Office and the Internet

Data entry

New business development

Ability to run queries and export data from SQL

Skills Summary

Management

Ensured smooth administration of training and operations in a fast-paced office.

Provided feedback and training to staff concerning customer service procedures.

Utilized interpersonal & communication skills when assisting staff with difficult callers.

Customer Service

Utilized courteous and professional communications with clients and subordinates.

Continuously met or exceeded company mandated quotas.

Brainstormed with team to identify strategies for improved efficiency.

Research

Excellent problem solving skills and research techniques used when researching, analyzing and resolving complex service issues.

Called upon research skills to gather account history when generating answers for clients.

Education

Masters in Forensic Psychology (Earned 2008)

Personnel Management ~ 2013

Communications and Telecommunications ~ 2014

High School Diploma ~ Bronx leadership academy Bronx, NY

Employment Background

ArroHealth (Formally known as Medsave USA) ~ Hauppauge, NY (2011 – Present)

Call Center Supervisor (2013-Present)

oMake necessary changes in staffing based on day of the week, anticipated events, and data.

oReview data to monitor productivities and subordinate statistics.

oMonitor individual, team and call center results to identify and act on both positive and negative performance treads to ensure attainment of revenue goals and performance.

oAnswer questions and provide corrective service to address customer complaints.

oDetermine work procedures, prepares work schedules and expedites workflow.

oProvide communication and follow up to ensure representatives are fully informed of all new information related to procedures, customer needs and company related issues, changes, or actions.

oPrepares composite reports for individual by subordinates.

Senior Rep. / Team Leader (2012-2013)

oDetected the need for further employee development and training in an effort to reach the highest possible performance standards of each Customer Service Rep.

oProvided feedback to staff concerning customer service procedures.

oImplemented interpersonal and communication skills when assisting staff with difficult callers.

oOften required account history research to generate answers for clients.

Customer Service Representative (2011-2012)

oAssisted in the implementation and follow-through of several improvement ideas.

oUtilized professional communication and problem solving skills with clients.

oReviewed and resolved discrepancies on documents.

Professional Reference’s

Daniel Schaaf- Filed Operation Manager, ArroHealth # 631-***-****

Lauren Schoeneman- Call Center Manager, ArroHealth # 631-***-****

Amir Keren- Chief Information Officer, ArroHealth # 631-***-****

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