Customer Service Manager

LEE E SPRINGER

***.**********@*****.***

Professional Summary

Talented IT professional specializing in leading high-performing and multi-disciplinary teams from product development through successful product launches. Accustomed to managing multiple projects and priorities in fast-paced environments. Talented IT professional specializing in leading high-performing and multi-disciplinary teams from product development through successful product launches. Accustomed to managing multiple projects and priorities in fast-paced environments. Skills

Superior organizational skills Business process improvement Excellent work ethic Change management

Motivated team player Requirements gathering

Excellent communication skills Project cost planning Dependable Risk mitigation and management

Flexible Systems Development Life Cycle (SDLC)

Positive outlook Data analysis

Work History

Sr Agent 06/2015 to Current

iQor – Plymouth, MN

Effectively managed a high-volume of inbound and outbound customer calls. Gathered and verified all required customer information for tracking purposes. Mastery of customer service management systems and databases. Customer Service Manager 10/2010 to 06/2015

Walmart – Blaine

Resolved associate, tool and service delivery issues revealed by statistical reports. Fostered an environment which encouraged continual process improvements. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained up-to-date knowledge of product and service changes. Customer Service Representative 05/2007 to 09/2010 Midcontinent Communications – Sioux Falls, SD

Escalated Collector 05/2005 to 07/2007

HSBC Card Services – sioux Falls, SD

Vice President / Group Manager 01/1985 to 05/2005

Citibank / Citigroup – Sioux Falls, SD / New York, NY Established criteria for each milestone within the product roadmap as a means to measure developmental progress.

Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions.

Led communication with stakeholders regarding product goals and progress made. Translated technical specifications into detailed product requirements. Tested and implemented new technology-based global projects such as implementation of International Bankcard system.

Coached and mentored 36 new staff members, including conducting performance reviews. Education

Associate of Science:

Wentworth Military Academy - Lexington, MO

Currently General Manager Barrett Opticians since Janurary 2016 Providing support for a retail optical shop accounting, sales, Purchasing ...

513 Top Hill DR Tyler TX

75703 605-***-****

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