Customer Service Manager
Resume:
Aimee W. Smith
Senior-Level Business Professional
Taylorsville, UT 84129
**********@*****.***
LinkedIn URL
Self-starting, results-oriented leader with 15+ years’ customer service experience within high-growth organizations and competitive markets. Vast experience with multiple channel contact center operations and technologies including telephony, CRM, training, etc. Technical proficiency in MS Office Suite, Enterprise/SaaS software. Adept at streamlining strategic initiatives and processes that enhance organizational and employee performance. Able to cultivate strong, long-term relationships with customers, cross-functional team members, business partners, and C-level executives. Effective leadership and people management skills.
Areas of Expertise include:
•Client Relationship Management
•Software Implementation
•Continuous Process Improvement
•Quality Assurance/Market Growth
•Human Capital Management
•Financial/Workforce Management
•Call Center Management
•Leadership/Mentoring
•Team Building
•Multi-Tasking
•Problem Resolution
•Analytics
Professional Experience
Blue Sky Accounting Services West Jordan, UT 2018 – Present
An accounting firm that provides top-tier, personalized bookkeeping and accounting services to small businesses.
Office Assistant
Execute multiple day-to-day administrative tasks from preparing documents, organizing files, and inventory checking to answering inbound calls and maintaining AP/AR and shipping/receiving records. Aid in the preparation of client tax returns and update paperwork for the benefit of the accounting team.
Key Accomplishment:
•Manage all inbound calls to support the CPA and play a key role in 25% of total tax returns processed.
iSolvedHCM Salt Lake City, UT 2006 – 2018
Acquired Qqest Software Systems, Inc. in 2012; provides workforce and workplace solutions in the U.S.
Senior Manager, Support & Service, 2014 – 2018
Oversaw as many as 42 direct reports in all facets of human capital management, including hiring/firing, scheduling, and payroll functions. Monitored employee performance metrics and collaborated with business partners, product development division, and executive management concerning business operations of the call center. Resolved customer escalations by analyzing each issue carefully and forging effective solutions.
Key Accomplishments:
•Reduced average call handle time from 45 mins. to 17 mins. and hold time from 35 mins. to 8 mins.
•Cultivated a healthy team environment by assigning appropriate team leads and completing/monitoring KPIs for employees.
•Instituted the WorkForce Manager (WFM) position – reduced employee tardiness and absenteeism by 15%
•Collaborated with multiple cross-functional teams to ensure day-to-day operations aligned with business objectives.
•Streamlined skill- and topic-based training procedures to improve employee efficiency and knowledge of products.
Manager, Support & Service / Customer Service Manager, 2006 – 2014
In consecutive roles, analyzed data sets to identify inefficient areas within operations; developed strategic plans and programs that enhanced customer experience and organizational growth. Communicated with associates and stakeholders to ensure process improvements, strategies, and programs were generating positive results.
Key Accomplishments:
•Supported employees in achieving customer satisfaction and resolution targets to consistently surpass customer expectations.
•Developed and implemented a coaching form to remedy performance issues among employees within the organization – completed annual performance reviews and enhanced recommendations.
•Approved/denied return merchandise authorizations (RMAs) and inputted all data into spreadsheets concerning refunds, credits, and cancellations.
•Initiated the first QA process in company history, which improved its CSAT survey score from 2.6/5 to 4.89/5.
Additional Experience
Dispatch/Systems Trainer IKON Office Solutions/Mountain West Telecom, Murray, UT 2000-2006
Professional Development
SixSigma White Belt certified
SixSigma Yellow/Green/Black Belt, in progress
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