Customer Service Data Entry, Telecommunications, call center manager

QUALIFICATIONS/SKILLS:

Basic proficiency in Microsoft Office, Microsoft Word, Lotus, Excel, Adobe Acrobat XPro, Visio, & Outlook

Internet & Web-based Systems (Smart400,Oracle, Corrigo, Lotus, Symantec, Tririga, Citrix, Maximo 4 & 7, CBRE Service Insight, CRESS, Jones Lang LaSalle (Clarify), Event Management Systems), 360 Facility, 8x8 VCC VoIp telephony, Amtelco Soft Agent, IS Supervisor, & Access

Professionally meeting commitments for service & assistance according to the Standard Operating Procedure (SOP), Service Level Agreement (SLA), & Contract Commitments

Balances team & individual responsibilities; exhibits objectivity & openness to other' views as a lead/supervisor/manager.

Training new employees on accounts & data base systems.

Gathers & analyzes information skillfully for the benefit of the customer.

Accurate typing and/or data entry skills in multiple data bases.

EDUCATION:

Northeastern University, Boston, MA 09/1994-06/2001

College of Engineering Technology :Engineering technology is the profession in which knowledge of mathematics & natural sciences gained by higher education, experience, & practice is devoted primarily to the implementation & extension of existing technology for the benefit of humanity.

Pope John XXIII Central High School, Everett, MA 09/1990-06/1994

Advanced Placement (AP) courses: Physics, Algebra, Trigonometry

Tutored my peers & younger students in Math & Science Courses for 2 years

Member of the Yearbook Staff, Softball Team, & Campus Ministry

EMPLOYMENT EXPERIENCE:

MASCO Services (Medical Academic & Scientific Community Organization, INC), Boston, MA 10/2018-Present

Supervisor of the Telecommunications & Call Center Operations

Data base systems used are Amtelco Soft Agent, IS Supervisor, Avaya CMS Supervisor, & Access

Sitting in meetings with customers to ensure we are providing exactly the coverage need they desire

Monthly team management meetings to enhance the technology of the department to run efficiently

On Call once a month to assist the team after hours & when there is no management staffed

Verifying schedule to ensure there is proper coverage for volume of calls, & customer needs.

Training new hires & retraining veteran members on TAS (Telephone answering service) accounts, Hospital Page operator accounts, & Hospital Emergency Code operator functions.

Running weekly & monthly team stats to ensure the SLA is being followed & that KPIs are met

Manage 2nd shift 12-15 associates, 250 TAS accounts, 7 Major Hospital Accounts, & 4 Hospital’s Code

Operations

Weekly team meetings to discuss changes in system, or client’s needs. A place were the team can address concerns they have with what they are seeing

Monthly one on one staff meeting to provide feedback of their adherence, & productivity. To provide coaching & to address any issues they may be having, as well as get feedback of how they feel in the role they are in.

C & W Services (formerly DTZ, Unicco & UGL Services), Aburndale, MA 06/2010- 10/2018

Supervisor of the National Operation Center (07/2013-10/2018)

Sitting in on meetings to better service customers, pricing service for customers & how to have the department run smarter instead of harder

Creating a VoIP for the team to be able to work remotely in unfavorable weather, customized each of our 42 customers with specific greetings & IVRs for their emails & income phone lines

Scheduling breaks, & ensuring team coverage during vacations

Taking the On Call every other week to relieve my manager of the duty & assist the team when issues arrive afterhours.

Planning Disaster recovery drills to ensure the team can function remotely both accurately & with no impact to customers.

Assisted in selecting a VOIP for the department, to allow agents to work remotely in hazardous conditions

Building custom scripts, IVRs, Queues & Channels in the VoIp system to reflect different clients’ needs

Training agents on the VoIp (8x8 VCC, & Bria soft phone set up)

Building IVRs for our customer phone, email, & voicemail channels in the new VCC

Running daily, weekly, & monthly reports on team total creations, emails received & responded to, calls that came into the team & how many for each customer, how many outbound calls were made by each member of the team & to which customer, to see our caller’s average wait time, & call h&ling time per team & agent.

All actions that were required below as a Lead CS Agent as well

C & W Services (formerly DTZ, Unicco & UGL Services), Aburndale, MA

Lead Customer Service Agent National Operations Center (06/2010-07/2013)

Work with customers, customer’s call centers, Area Mangers &/or Operations Managers to establish detailed profiles & procedures for their account that properly represent their process (SOP documents).

Created standard operating procedure (SOP) documents for all customers/accounts handled, using the guidelines of the Area Managers & the required contracts.

Trained agents on different accounts & the Service Level Agreement (SLA) for them.

Managed the floor of 12-15 agents & 32 customers/accounts to ensure work was being done without delay.

Assist an agent who is stuck on a work order request, having trouble with a caller, or backed up on their assignment.

Responsible for each agent’s daily assignments & training schedule.

Follow up on all Emergency & Rush priority work orders, contacting Area Mangers or Operations Managers when SLA is not followed properly

Handling any call into the NOC for emergency creation, follow up of status, creating IT tickets, & creating work order requests

Assisting Area managers with cancellations, extensions, & updating their assigned work orders.

Maintain contact with vendors & Area Managers about what is coming due, & assisting with any question about staying within the SLA guidelines

Attaching imaged document into Corrigo (completion signatures, pictures to assist in location, etc

Data entry from an email request spread sheet updates for QA’ing 15 agents, & daily transition report as well as team error/issue logs.

Most work order database systems are Corrigo, Lotus, Symantec, Tririga, Citrix, Maximo 4 & 7, CBRE Service Insight, Jones Lang LaSalle (Clarify), & CRESS systems.

Eagle Global Logistics (EGL)/CEVA Logistics, South Boston, MA 06/2004-07/2009

Customer Service Representative II/ Customer Service Lead/ Small Domestic Account Manger

My position was responsible for entering requests of pick up (from the customer, from the airport, or from US Customs), then routing the freight domestically to ensure prompt delivery anywhere in the continental United States while still making a profit for the company. I focused on ensuring that the customer was advised of every check point & any delay along the way. I oversaw a team of 6, & under my leadership we ensured all goals & expectation of the customer were met. I created SOPs, & as expected made sure they were understood by all responsible for the account & followed to the letter. I have assisted in hiring & requested terminations

Work with customers to establish detailed profiles & procedures that properly represent their shipping process.

Track & trace customer freight, take pick-up requests & schedule delivery appointments.

Maintain contact with airlines, trucking companies & agents handling freight.

Provide proof of delivery from airlines, outside carrier, & imagining document into our global system.

Data entry, spread sheet updates, & daily report logs.

Notify customers of any delays in shipping & dispatching points.

Proactively inform shippers & consignee(s) of problems.

Most transactions are performed through the World Port, Smart400, & Oracle systems

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