LAVERNE K. HOWZE

**** ******** ******, **********, ** 40242 C : 502-***-**** ac7hv1@r.postjobfree.com

Summary

Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Highlights

Client relations specialist

Conflict resolution techniques

Team management

Meticulous attention to detail

Focused on customer satisfaction

Training and development

Deadline-oriented

Trained/efficient on several telephony systems

Accomplishments

Played an instrumental role in increasing customer satisfaction ratings index from 45% to 90% within 3 years as Customer Service Manager. Reduced staff turnover by 50% in one year by implementing several well-received team and morale-building programs.

Experience

LANDFILL SUPERVISOR I March 2018 – Current

Waste Management – Outer Loop Landfill – Louisville, KY

Manage a team of 5 office/scale house operators

Forecast and Budgets

People Soft Finance, Compass, Fastlane, TSC Control Panel

Kronos

Customer Service and Safety

Events Coordinator

Administrative/Clerical Duties

In this position I’m required/expected to be involved in the daily operation of the landfill; inside the office as well as the operations outside.

CUSTOMER SERVICE MANAGER Jan. 2005 – Dec. 2017

Republic Services Inc - Waste Removal Company Louisville, KY

Managed call center of up to 20 customer service representatives

Managed a team of dispatchers

Scheduling, telephone stats, staffing, coaching, mentoring, interviewing and performance evaluations

oIntegral part of implementing CustomerFirst program in two major market areas

oDirect contact for the major cities, counties and HOA’s in the Louisville, KY market area

oSales and Retention

CUSTOMER SERVICE MANAGER Jan. 2003 – Jan. 2005

Allied Waste, Inc Waste Removal Company Austin, TX

Managed customer service department of 4 customer service representatives

Managed operations team of 5 dispatchers and 2 administrative employees

Assisted Operations Manager with implementation of service standards

Scheduling, telephone stats, staffing, coaching, mentoring, interviewing and performance evaluations

MARKET AREA CUSTOMER SERVICE MANAGER Jan. 2002 – Jan. 2003

Waste Management Inc. - Waste Removal Company Louisville, KY

Responsible for customer service/call centers for the entire state of Kentucky

Market area consists of 3 districts with over 150,000 residential and commercial customers @ each location

Traveled 70% of the time training in each location and all lines of business

REGION CUSTOMER SERVICE MANAGER/TRAINER Jan. 2001 – Jan. 2002

Waste Management Inc. - Waste Removal Company Dayton, OH

Created customer service related training material as well as conducted customer service training for the OH/KY/WV region of the company

Region consisted of 16 districts – managed 16 customer service managers

Service Machine Coordinator for the region

Traveled 90% of the time

CUSTOMER SERVICE MANAGER June 1998 – Jan. 2001

Waste Management Inc. - Waste Removal Company Louisville, KY

Managed the customer service department/call center – 15 customer service representatives

Managed the Lucent Technologies telephone/voicemail system

Scheduling, telephone stats, staffing, coaching, mentoring, interviewing and performance evaluations

Education

Sawyer Business School – Chicago, IL Jan. 1981 – Dec. 1982

Professional Training

*CUIC – CISCO Unified Intelligence Training

*Dale Carnegie Training

*CSET (Customer Service Excellence Training)

*MPE (Managing in a Productive Environment)

*Smith System Training

*EEOC Training

*Telephone Doctor Training

*PSS (Professional Sales Skills Training)

*How to Manage Difficult Employees

*How to Handle Irate Customers

*CSS (Customer Service Skills) Training

*Microsoft Word/Excel/PowerPoint

*Leadership Fundamentals

*Developmental Coaching for CS

*Frontline Leadership Excellence

*SOX (Sarbanes/Oxley Training)

*OSHA

*A.R.T. (Interview Training)

*ADA/FMLA Training

*Communicating for Leadership Success - **Certificate**

References

Available upon request

Contact this candidate