Brian C. Walker

** ********** *****•Lumberton NJ 08048•215-***-****•

ac658o@r.postjobfree.com

Objective

Experienced Supervisor with a strong background in customer service, call center operations, dispatch logistics, and development of monitoring systems to track productivity and improve quality seeking a Supervisory/Management position that focuses on customer service/client relations.

Professional Experience

Customer Service Supervisor: Great Plumbers, Blackwood NJ 2016-2018 Provide supervision and coaching of employees in both customer service and dispatch units Develop and maintain CSR work schedule and manage continuing education of CSRs, including systems, customer relationships, etc.

Process completed jobs, prepare customer invoices and prepare documentation per customer specific requirements

Ensure compliance with systems and also ensure CSRs are complying with company processes and responsibilities

Ensure accuracy of payments and accounts payable process Follow up with customers, to validate quality and secure customer satisfaction Call Center Supervisor: Mobilex USA, Horsham PA 2009-2016 Provide supervision and coaching of employees in both customer service and dispatch units Developed and implemented systems of tracking productivity and for monitoring quality of customer services

Quality management and increase productivity

Facilitated New employee orientation

Investigate and resolve customer concerns

Dispatch technologists in field using Teletrac system Team Leader: Advertising Specialties Institute, Trevose PA 2005-2009 Provided coaching and counseling of employees towards achieving set performance goals

Established and maintained rapport with over 600 customers Investigate and resolve customer concerns

Developed and implemented training program for new or returning seasonal employees

Supervision of employees and completion of performance reviews Increased productivity of team through management

techniques

Co-authored training manual

Education

Bucks County Community College: Newtown, PA 1990-1992 Completed courses and Seminars in customer services, inventory control, time management, leadership, and performance review

Knowledge and Skills

Mastered ACD, ESC, DDF and Teletrac systems, Microsoft office applications, development of performance tracking and quality improvement tools, development and implementation of training program for employees, coaching and performance evaluation of employees, and resolving customer concerns.

Experienced with medical terminology, HIPAA, data entry, and dispatch logistics. Professional References Available Upon Request