Customer Service Manager
Resume:
Michael Smith
**** ******* ***** *****, ** ****4
Home Phone: 813-***-****
Cell Phone: 813-***-****
E-mail: ****************@*****.***
LinkedIn Profile: www.linkedin.com/pub/michael-smith
Professional Profile
I am organized, deadline-oriented professional with more than fifteen
years of customer service and customer relations experience. I possess
strong verbal and written communication skills in English. I have spent the
last twenty-one years volunteering with a local youth group to enrich the
lives of those within the community.
Customer Service should be about customer relations, it should be a true
partnership between the customer and the company. This should be embedded
in the company's daily operations in order to add the best possible value.
. Training and development are keys to attracting and retaining top
talent
. Providing a work environment that flows and adjust in an ever-
changing business environment is crucial.
. Employees are a company's main resource. Understanding employees'
needs and effectively providing employee with the environment to be
successful for themselves and the company are a must.
Experience - The Tampa Tribune, TBO.com - Tampa, Florida
July 2007 - May 2013: Customer Relations Manager
- Managed In-house staff, as well as two call center vendors. Responsible
for company phone systems and maintenance, employee and vendor training,
commission management, and internal and external customer issues for the
customer base and internal customers. Experience in Production and call
center environments and safety programs. I have also Trained Customer
Service Supervisors.
. Built and managed a team of nine employees for a highly trained
retention department with the task of retaining high risk (canceling)
customers.
. Daily, weekly, and monthly monitoring of performance
. Managed and coordinated outsource initiative to Arizona and
Philippine vendors
. Liaison between The Tampa Tribune and vendors
. Coordinated, planned, and implemented all training requirements
o -Managing and running monthly bonuses for the call center and vendors
o -Handled escalated calls for circulation and the company
o -Drove results through cost savings
. Paid orders, easy pay, News in Education, ACD rate, and call wait time
. Was involved in the retail sales of the Tampa Tribune, on sales
committees, and best practice teams.
. June 1998 - July 2007: Manager Customer Service- Promoted to this
position from
my Training Position.
- Responsible for all of The Tampa Tribunes Customer Service. Training,
internal communications, payroll, evaluation for 30 employees, phone
systems, Automated phone system, service dispatching, pressruns, was head
of the Tribune awards committee in charge of recognizing the "best of the
best".
Related experience included insuring diversity training, sexual
harassment training was always provided so our work environment was
always one that all employees could thrive and be successful.
. Rebuilt a customer service department
. Hired 15 employees and managed over 30 employees
. Fostered a team that met budget goals and exceeded revenue expectations
yearly
. Administered performance reviews for all 30 employees
. High quality customer service in a professional environment
. Changed phone system by adding automated answering service
. Managed the day-to-day operations of the call center
. Average 98% ADA and 17 second wait time
April 1995 - June 1998: Circulation Trainer - Promoted to this newly-
created position in April 1995. Developed and maintained numerous
communication vehicles including training manual, Department newsletters
and developed material and taught training sessions.
. Revised and wrote new training Handbook, replacing one that had not
been updated in several years.
. Developed a monthly communication newsletter.
. Taught driver safety to company employees.
. Helped delvelop circulation seminars and taught at these seminars.
. One on one training done in the office, or by going out to the many
different sites to train circulation employees.
1986 to 1995 - Tampa. Florida
Tampa Tribune Transportation Training Foreman
. Responsible for Department of Transportation
. Ensured drivers were in DOT compliance
. In charge of driver safety program (Where The Tampa Tribune received
state and national Honors)
Tampa Tribune Transportation Foreman
. In charge of pre-inserts were loaded correctly into the paper.
(production/manufacturing)
. Maintained driver safety
. In charge of all truck assignments for maintenance
Tampa Tribune Transportation Driver
. Responsible for loading papers onto truck
. Delivering papers to carriers
US Air Force Served 5 1/2 years
. Staff Sergeant
. Firefighter/Rescue Crew Chief
. EMT trained
Education
Hillsborough High School, Tampa, FL
I have attended Fire Science courses and general Education courses.
Certifications:
. Smith System driver safety
. Certified Situational Leadership I and II
. Certified In Diversity skills
. Tampa Tribune Circulation Management
. Det Norske Veritas Accident Investigation
Skills
-Davox -Word
-TeleDirect -Excel
-DSI -PowerPoint
-ISD (Chatterbox) -Outlook
-Avaya CMS -Wireless Paging
Professional Leadership Positions
. Southern Newspaper Publishers Association (SNPA) Circulation
. Tampa Tribune and Media General out sourcing call center (Tampa
Lead)
. Tampa Tribune Circulation annual awards committee Chair Person 3
years.
. Florida Truck Association (Safety panel).
Community Service
. Board of Directors FC Tampa Youth Soccer and coach (1991 - 2012)
. The Tampa Tribune/FCG United Way (2000 - 2011)
. American Heart Association Heart Walk (2006 - 2010).
Michael Smith
7905 Heather COURT TAMPA, FL 33634
Home Phone: 813-***-****
Cell Phone: 813-***-****
E-mail: ********@********.**.***
Professional References
Brian Keena
Circulation Systems Manager
******@*********.***
Kermit Kauffman
Former VP Tampa Tribune
*****@********.**.***
Bob Giambelluca
Unique Communications Owner
480-***-**** Ext 102
***@*********.***
Tom Boudreaux
Safety and Environmental Affairs Manager
813. 259-8112
**********@*.***
Cindy Stanley
Executive Assistant WFLA News Channel 8
********@****.***
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