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Customer Service Manager

Franklin, Ohio, 45005, United States
October 16, 2018

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Jeffrey M. Spangler

*** ******** *****

Franklin, Ohio 45005

Cell: 513-***-**** Home: 937-***-****


Career Objective

To obtain a manager / supervisor position in a company, where I can demonstrate my leadership, decision-making, people skills and mentoring/coaching abilities.


Associate Degree, Computer Programming, May 1986, Northwest State Community College, Archbold, Ohio

Computer Skills

Expert level knowledge of the Windows OS, Internet Browsers, Microsoft Office Suite, Anti-Virus software. Basic level knowledge of Macintosh OS.

Can expertly navigate thru multiple windows, internet browser tabs, and in all aspects of operating and trouble-shooting a computer.

Have built entire computers from scratch, replaced mother boards, memory, hard drives, video cards, NIC Cards, etc.

Summary of Qualifications

Over 10 years of experience in managing call center operations; including management of call taking staff. Most recently and in addition to the 10 years of managing a call center, I have 4 years of experience in managing a remote, work from home coaching business; responsible for all operational aspects of the business, customer service, staffing, payroll, new client assignment to staff, accepting payments as well as collecting failed or missed payments. Detail oriented professional with a focus on meeting corporate goals while ensuring staff is delivering premium support to customers. Experience with meeting company defined service levels via forecasting, staffing, and call routing adjustments. Provide thorough documentation and feedback to ensure staff adherence to policies, and engaging in performance management discussions when warranted. In my Team Leader role with LexisNexis, I completed twice annual performance reviews on my team members, providing both written and numeric feedback. Strong leadership skills with a drive to push myself and co-workers toward defined goals.

Current Professional Experience

MY TRAFFIC SECRETARY, LLC October, 2014 – September, 2018


My Traffic Secretary is a home-based personal coaching business catering to 5 specific affiliate marketing home-based businesses. My coaches were remotely based in various states across the United States, but trained clients from all over the world. My Traffic Secretary is a separate, third-party business that was not associated, affiliated or part of any of these affiliate marketing businesses we supported. We simply provided back office support training, as well as internet marketing training, advertising and traffic strategies to our clients.

Managed the day to day operations of the business.

Managed a team of 11 coaches that worked directly for me. Answered any questions they could not answer on policy, billing and support issues. For any issues needing escalated outside our scope of support, I worked with my contacts from these 5 businesses to pass on the client’s issue for resolution.

Personally supported an additional, external group of 13-15 coaches that were not employed with our company, but were coaches from the 5 affiliate marketing businesses we supported & trained. They referred their clients to us to be trained and coached, and in turn, I paid them referral commissions. Frequently had to call their clients to answer questions about our services, our pricing, handle billing issues, disputes, complaints, walk them thru ordering training or products off our websites, etc.

Responsible for all staffing issues. Had to the power to hire or fire coaches, as needed.

Received 25-40 incoming sales daily and equally distributed to the coaches, who would in turn contact the new client to begin their training with them.

Provided “white glove” customer support to clients and potential clients by answering their questions on our services and training, by telephone, email and live chat. I was the sole voice of the company in all of these formats.

Walked clients thru purchasing training or products off our company websites, assisting with payment details, manually charging their credit cards if need be.

Performed maintenance on our client files, updating the database with new issues that arose, new contact information, new credit card information, etc.

Had access to the company bank account. Was responsible for computing the weekly payroll, commissions and bonuses of all my coaches, and physically paying them. Also was responsible for paying our various vendors and merchants, as needed.

Whereas My Traffic Secretary was owned by 3 partners, I solely ran the business with little to no guidance from the owners. The partners and I had periodic meetings to discuss any issues and the direction the company was going, but I for the most part ran the entire operation.


Home-Based Online Business Owner/Entrepreneur

Developed my entrepreneur spirit by buying and running my own home-based business franchise.

Marketed my business by placing ads on the internet, social media sites, targeted websites and from paid traffic options.

Sold all natural weight loss products, skin care products, educational/personal development books, internet marketing tools, autoresponder setup services, websites, lead capture pages, and social media training.

Attend weekly training sessions conducted by my sponsor to increase knowledge and gain new insights on building a larger team.

Conducted training to my team of affiliates to help foster trust, pass down knowledge, and to promote involvement and communication to my members I was coaching/mentoring.

Prior Professional Experience


Call Center Supervisor October, 2013 – April, 2014

Responsible for the daily call center operations while I managed a team of 8 team members. In charge of meeting and maintaining service levels in the department, as outlined by the agreement set forth by the company. Focused on revamping outdated department policies with adherence by the staff of the existing policies. In charge of weekly schedules to ensure appropriate staffing levels for our hours of operation. Implemented a Quality Initiative where I listened to everyone’s calls twice monthly, offering both favorable and constructive feedback. Additional responsibilities included:

Attended a daily operational meeting by all department managers. Reviewed service levels and any updates with members from our corporate office. Took back any updates impacting my call center members and communicated them to my staff and supervisor.

Distributed projects to team members as they came up.

Coached and mentored folks who were put on corrective action to track their progress for improving.

Recruiting – Screened resumes for talent. Conducted phone screens and interviews and passed up best candidates to my supervisor, who made the final decision to hire or not.


Technical Support Team Leader (Manager) July, 2002 – May, 2012

Responsible for daily call center operations while simultaneously managing a team of 22+ team members. In charge of forecasting staffing needs on hour intervals via historical and future volume trends with the goal of meeting service level agreement levels. Focus on adherence by staff of company policies, and engaging in informal and formal performance discussions to drive improvement and remove obstacles. Collaborate with Sr. Management on planning and implementing corporate initiatives. Additional responsibilities included:

Call trend identification via multiple reporting systems (CallWise, Hyperion, Genesys and CMS)

Present yearly strategic initiatives to staff members and senior management

Quality assurance review of team members

Recruitment of new Team Leaders and call takers

Facilitate career path movement of staff

Large group meeting facilitation

LEXISNEXIS October, 1990 – July, 2002

Technical Support Representative

Began career at LexisNexis as a Technical Support Representative in their Customer Service Call Center, progressing through the career path to Sr. Technical Support Representative, then to Technical Support Consultant, and then to Technical Support Sr. Consultant. Primary responsibilities included:

Providing telephonic support of LexisNexis products to internal and external customers

Coaching and mentoring of new and tenured call takers to critique their calls

Creating training documents and delivering product training to staff

Meeting facilitation and small group leadership

Coached and mentored my team’s TSRs, Sr. TSRs and Consultants to guide them up the department career path in preparations for their next promotion.

Served as lead on multiple team, split and department projects and boards, throughout my tenure in the company.

Provided Initial Training to several groups of new hires, bringing them up to speed on all the departmental tools and software programs they would be responsible for.


Information Center Technical Specialist

Responsible for the overall support, upkeep, and maintenance of all the computers and printers in the organization.

Installed and supported all departmental software, providing technical support for end users.

Developed and trained staff on use of MultiMate Advantage II, dBase III+, Lotus 123, DOS, and various other specialty softwares.

Created a Stockroom Inventory Tracking System; a Departmental Postage Usage System; and a Delivery/Pickup Expense System for the organization using dBase III+.


Data Entry Operator

Gained experience on an IBM System 36 thru data entry of Finance, General Ledger, Accounts Payable, Pledges Receivable, Donor Option, and Campaign Account Maintenance.

Query, IDDU, and System 36 to PC Downloading, translating these files into spreadsheet and database applications.

Performed morning Initial Program Load (IPL) of System 36.

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