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Customer Service Manager

Location:
Mooresville, Indiana, United States
Salary:
16 hourly
Posted:
October 30, 2018

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Resume:

Roxann Gillaspy

Claims Processing Specialist - Allstate

Mooresville, IN 46158

ac7j3d@r.postjobfree.com

317-***-****

Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of

Call Center Representatives.

Hands-on Customer Service Manager effective in motivating others to reach their optimum potential. Energetic manager with strong time management skills who thrives in a fast-paced, dynamic environment.

Customer Service Manager highly skilled in negotiating, instructing and supervising Call Center Representatives.

Customer-oriented individual successful at troubleshooting and handling customer support issues in a timely

manner.

Authorized to work in the US for any employer

Work Experience

Claims Processing Specialist

Allstate - Indianapolis, IN

September 2002 to Present

46241

l Effectively managed a high-volume of inbound and outbound customer calls. l Addressed and resolved customer claim complaints empathetically and professionally. l Gathered and verified all required customer information for tracking purposes. l Defused volatile customer situations calmly and courteously. l Mastery of customer service management systems and databases. l Evaluated consumer reports on a monthly basis.

l Identified chronic customer issues by creating and maintaining customer complaint log. l Referred unresolved customer grievances to designated departments for further investigation. l Acted professionally and patiently when addressing negative customer feedback. l Met or exceeded service and quality standards every review period. Customer Service Representative

Aspen Systems - Indianapolis, IN

January 2001 to August 2002

46241

I took consumer complaints for businesses from consumers and I took reports of identity theft for the Federal

Trade Commission. They contracted this agency to do this for them. I had to have security clearance to do this

job.

l Effectively managed a high-volume of inbound and outbound customer calls. l Gathered and verified all required customer information for tracking purposes. Assistant Manager

Suncrest Apartments - Indianapolis, IN

September 2000 to August 2001

46241

I screened applicants for residency at Suncrest apartment complex. I also did background checks, checked references for the application process. I deposited money in the bank and kept track of all money paid.

Hairstylist

Great Clips - Plainfield, IN

July 1999 to February 2000

46168

Hairstylist in a high paced work environment. I handled the customers in a effective professional manner.

Call Center Manager, 03/1996 to 00/1998

Telamon - 1000 E 116th St Carmel, IN

l Effectively managed a high-volume of inbound and outbound customer calls. l Mastery of customer service management systems and databases. l Evaluated consumer reports on a monthly basis.

l Identified chronic customer issues by creating and maintaining customer complaint log. l Prepared reports and communication for senior management and clients. l Initiated operations improvements to improve overall call center productivity. l Provided incentive to increase productivity by offering employees awards for best customer service. l Oversaw call center employees to ensure customer satisfaction goals were consistently met. l Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve

customer satisfaction rates.

l Managed call center from initial start-up to full operational status. Education

Associates in General

Academy of Hair Design - Indianapolis, IN

1990

High School Diploma

Cascade High School - Clayton, IN

1989

Skills

Avaya, customer service, operations, RECEPTIONIST, RETAIL SALES Additional Information

SKILLS

l Skilled in call center operations l Persuasive speaker l Exceptional workflow management l Strong problem solving aptitude l Adheres to customer service procedures l Customer service award l Avaya Software knowledge



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