Customer Service Manager

Visham Samlal

**** ** **** ** *******, FL *****

Phone 954-***-**** . E-mail ******.******@*****.***

Objective

To secure a position with a stable and profitable organization, where I can

be a member of a team and utilize my business experience to the fullest.

Education

Broward College (Coconut Creek)

EMT Certification- 2010

Coral Springs High School

Diploma- 1999

Work Experience

Teleperformance- (North Lauderdale, FL), Advanced Tech

Support, 03/07 - 04/13

. Supervisor

. Managing a team of 16-24 agents. Running hourly and daily

reports.

. Executing daily and weekly game plans, coaching agents and

live call monitoring.

. Taking escalated calls and doing whatever it takes to

ensure issue resolution.

. Meeting with account managers weekly and daily so ensure

goals are met.

. Billing & Collections

. Handling billing and collection calls, while practicing

company ethics and conduct

. Setting up Payment Arrangements, and also educating

customers on bill and how billing system works

. Quality Assurance

. Monitoring entire floor at times or specific teams

. Coaching new hires on proper telephone etiquette, empathy

and overall good customer service skills.

. Making sure all agents follow company scripts, and protocol

while performing excellent customer service to ensure

customer satisfaction and issue resolution.

. Knowledge Agent

. Assisting all floor agents by handling irate customers or

escalated calls

. Creating network tickets and also doing call backs to

ensure customer satisfaction and issue resolution.

. Trainer

. Training new agents on new phones, software, connection

cards, and company policy.

. Teaching agents on proper phone etiquette, customer service

values like empathy and taking ownership of calls, and

most importantly following company policy and resolving

customer issues.

By The Yard Fabrics- (Boca Raton, FL), Assistant Manager,

06/05- 02/07

. Invoicing

. Keeping track of incoming and outgoing fabric sales, jobs,

work orders and supplies

. Scheduling Deliveries & Pickups

. Working with clients and designers to accommodate

deliveries and pick-ups to accommodate client needs

. Sales

. Speaking with clients and decorators, educating and

providing proper information in regards to type of jobs

requested.

. Inventory of fabrics

. Keeping track of sales, incoming and outgoing, and all

purchases for supplies for shop.

. Assistant manager

. Oversee shop workers and assisting HR manager

. Ensuring weekly goals are met and jobs are done on time

Universal Fun- (Ft. Lauderdale, FL), Receptionist & Driver,

09/02- 10/04

. Deliveries & Pickups

. Setting up times and locations for items rented to

customers

. Assemble and secure tables & bounce houses

. Making sure items are secured safely for items rented and

also clients

. Event planning

. Meeting with potential clients, educating clients and

working with budget presented.

. Making sure supplies are in safe and in working condition.

. Catering

. Working with chefs, and or kitchen staff.

. Making sure all meals are prepared properly clean an

presented appropriately

. Ensuring customer is satisfied and completion of event.

Contact this candidate