Manager Customer Service
Resume:
RESUME
Arthur Hodge
Arthur Hodge
Unit #101
Las Vegas, NV. 89122
Mobile Phone#417-***-****
Arthur Hodge
Unit #101
Las Vegas, NV. 89122
Phone: 417-***-****
*********@*****.***
Job Objective- A supervisory position that will utilize my leadership abilities in addition to my coaching and employee development skills.
HIGHLIGHTS OF QUALIFICATIONS-
-17 years of call center experience
-A combined total of 10 years call center management experience.
PROFESSIONAL EXPERIENCE-
TELUS International- Oct. 2013 to Present
Team Leader American Express Platinum Travel Campaign
In my current role, I am responsible for managing a team of 12-15 Travel Counselors and support them in their daily function by coaching and developing them for their current roles in addition to future roles in their careers. I also support training as an Operations liaison in training classes for new travel counselors. I also serve as an RTF Advocate for our site by contributing to informational articles that Travel Counselors across the American Express network use on a daily basis during their call handling.
Team Leader MasterCard Campaign
In this role, I was responsible for managing a team of 15-18 employees on a day to day basis in addition to monitoring service levels for multiple lines of business, attending staff meetings, reporting campaign progress to the client, meeting with my employees on a weekly basis and provide feedback regarding their performance as well as having career pathing/development conversations.
Hilton Grand Vacations- July 2013-Oct.2013
Outbound Travel Specialist-Responsible for contacting Frequent Hilton customers and offering travel packages to several different destinations. We had additional travel perks that we could offer to make the travel more appealing. In addition, the customers would also have to attend a Timeshare presentation during their stay at the location.
J.P. Morgan Chase- July 1999-July 2013
Team Manager-Managed a group of 18-20 employees in the call center environment in addition to providing coaching feedback on both performance and call quality as well. I managed several different of card services including-Service-to-Sales, United Mileage Plus, Marriott hotels, Internet, Chase Freedom, Card Activation, and regular inbound Customer Service. During this time, I also served as chair for BOLD, one of internal employee networking groups. I was also a mentor for Chase Leadership Academy, which is a leadership group that mentors high school seniors and help prepare them for the next steps in their education and careers. I was also part of a taskforce that reviewed and revamped policies and procedures within card services to help with loss prevention.
EDUCATION
Pittsburg State University-Pittsburg, Kansas. From 1991-1998
-Graduated with a Degree in Recreational Therapy with a minor in Psychology.
Fort Scott Community College-Fort Scott, Kansas. From 1989-1991
Fort Scott High School- Fort Scott, Kansas. From 1988-1989
-Class of 1989 graduate
Field Kindley High School-Coffeyville, Kansas. From 1986-1988
REFERENCES
Mr. Johnny Brown- 803-***-**** Relationship-Friend
Mr. Kevin Woods- 417-***-**** Relationship-Friend/Co-worker
Mr. Chris Caldwell- 214-***-**** Relationship-Friend/Co-worker
Mrs. Jennifer Clark-417-***-**** Relationship-Former Manager
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