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Customer Service Manager

Newtown, Pennsylvania, United States
August 10, 2018

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Alan S. Cooper

Telephone: 215-***-**** E-mail:

Professional Summary

A seasoned professional in crosscutting fields of customer service management, training and quality assurance; a proven comprehensive track record in opening call centers, hiring, managing, training and ensuring success and development through continued quality assurance monitoring of large groups of employees; confirmed through measured growth of productivity, sales, and increase of quality of customer relationships; comprehensive skills in organization, written and oral communication, call center technology and programs, project management, problem solving, and personnel management. Work Experience

Bodek and Rhodes, Inc./Alphabroder Philadelphia, PA Training and Quality Assurance Manager 2007-Present

• Reported directly to the VP of Customer Service as a vital member of her team servicing a $350M annual revenue and 800,000 customer-strong national wholesale distributor of wearables.

• Fully created, facilitated and implemented a comprehensive twelve-day training program and manuals for customer care call representatives (customer order entry, product training, and sales techniques).

• Established targeted post-training quality assurance modules to increase productivity, sales, and customer relationships.

• Trained customer service, account executive, and sales departments on product updates and regulations, customer Sales Tax Compliance and all-company procedural changes and updates.

• Designed and carried out in cooperation with managers a coaching and motivational program for customer service representatives.

• Educated and motivated personnel to work up to their full potential ensuring complete and successful implementation of projects and company policies and created positive work environment. DMD Marketing Bensalem, PA

Facility Manager 2004-2007

• Reported directly to the President and CEO; recruited, trained, managed staff and created the organizational structure of the company’s ninety-seat outbound call facility providing in-bound and out-bound support through call programs for mortgage industry.

• Established and coordinated a system of team leaders to ensure successful completion of programs.

• Reorganized client accounting services and company-client relations to ensure profitability of business.

• Directly affected increase of company’s generated revenue. National Market Share, Inc./SHG Consulting New York, NY Client Services and Account Manager 1998-2004

• Reported directly to the President and CEO of the national leader in political campaign marketing in the United States.

• Served as the key point of contact for the company’s clients and vendors coordinating departments to ensure highest levels of client satisfaction.

• Created and successfully managed wide-ranging outbound phone campaigns from planning and development to budget and accounting administration to ensure complete implementation of all programs.

Work Experience (continued)

Director of Operations 1992-1998

• Supervised national network of the company’s call centers; assigned and coordinated programs and clients; collected and analyzed report data from all facilities; performed regular onsite inspections.

• Trained new and existing staff to work independently in call centers nationwide. Field Call Center Manager 1986-1992

• Established and managed call centers in seven US states; purchased and installed equipment, recruited staff, and managed operations.

Program Supervisor 1983-1986

• Fully managed call programs and supervised operators in the company’s first call center. Education and Other Skills

B.A. Program in Communications Hunter College, New York, NY B.A. Program in Fine Arts with minor in Political Science SUNY, Brockport, NY Languages: English (native); Spanish (fully conversational) Customer Service Order Entry/Customer Management Software: FDM4, order entry software, CanDo inbound customer management system similar to CRM, various call center software and operating systems including predictive dialing software.

Computer Software Knowledge: MS Word, MS Excel, MS PowerPoint, etc.

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