Customer Service Manager
Resume:
MARCY PITTMAN
*******@***.***
CAREER SUMMARY
Dedicated Call Center Manager who thrives in a diverse, fast-paced
organization. Experienced in positive performance management to exceed
expected goals. Proven leadership abilities, demonstrates perseverance and
adaptability to change. Excellent communicator. Proactive, consistent and
organized. Profound ability to make things go right and get the job done.
PROFESSIONAL EXPERIENCE
Barney & Barney, Ca Benefits Specialist
2010 - 2011
.
. State licensed for Life & Health to provide health benefits, insurance
products & procedures to assist customers in reviewing new plans and
services. Finding the best plans at reasonable prices, and providing
statistical information regarding Medicare and HIPAA
. Handle customer requests from home office via phone.
. Provide accurate and timely information regarding program benefits and
services in many states.
Automobile Club of Southern, Ca
2005 - 2008
. Responsible for the daily performance of Customer Service Team and
Dispatch Team to ensure a high level of productivity, quality, and
customer satisfaction.
. Monitor daily performance in relation to accepted standards; instruct and
communicate to staff. Take action accordingly to ensure adherence and/or
improvement.
. Identify and analyze team needs and recommend specific improvement
methods for efficiency and service. All related duties in support of the
Club's goals and objectives and develops processes and recommendations to
increase operational effectiveness.
. Schedule side by side sessions with employees to review calls together
and provide positive feedback and encouragement.
. Provide a positive work environment by ensuring employees have
appropriate training and resources to perform to established standards.
. Responsible for 35 Customer Service Representatives and 6 Dispatchers.
Coaching on individual basis and conduct all reviews for staff. Provide
leadership and guidance to staff.
. Responsible to schedule all training sessions for new products and
promotions for customer service representatives.
Wine Country Gift Baskets, Ca
OPERATIONS MANAGER
2003 - 2005
. Lead all efforts related to and impacting the Customer Service Team
. Staff, train and manage all supervisors and, indirectly, all Customer
Service representatives in the call center to meet and exceed objectives
. Manage head count and forecast department needs, experience in catalog
and internet retail
. Track and analyze compliance to quality and service standards. Monitor
compliance to client-specific performance guarantees and notify
management of problems as soon as possible.
. Managed head count and forecast department needs based on our business
needs.
. Perform Administrative and Human Resource Functions (reports,
attendance/payroll)
SPEEDY CASH, Ca.
DISTRICT MANAGER
2002 - 2003
. Supervising multi-unit operations in the Payday Loan, Check Cashing
Services.
. Training in a Cash Operations environment with an emphasis on internal
controls and security
. Accomplished exceptional service levels, profitability and productivity
by maximizing each stores customer's base.
. Development and design of store policies, procedures and HR standards to
be used corporate wide.
. Over saw 7 stores with a staff of 60 plus, reported directly to cooperate
manager.
. Managing operational staff in high volume banking, cash vault
environment.
. Ability to define problems, collect data, establishes facts, draw valid
conclusions, and act on them appropriately.
. Management of multi-unit operations to achieve high levels of performance
to maintain company standards and comply with company policies.
. Monitoring and reporting on the marketing activities of all competitors
within the district.
. Increased profitability and growth by 23% per quarter.
. Ability to plan, organize, delegate, and coordinate varied operations.
SPRINT PCS, Irvine, Ca.
1998 - 2002
National Accounts Manager
. Established coaching and counseling sessions with direct reports to
monitor key performance indicators, customer calls, communicate
performance results and provide constructive feedback.
. Created positive environment for employees where teamwork is visible and
successes are celebrated.
. Reported directly to call center manager with a team of 25 CSR.
. Accomplished exceptional service levels, profitability and productivity
by minimizing Average Handle Time per Representative by 25% of goal, and
achieved high levels of efficiency in the operation.
. Influenced staff with excellent communication skills and change
management techniques to effectively lead activities on a daily basis.
. Reduced customer churn by implementing checklist tool, increasing our
Save Rates by 10%.
. Facilitated weekly meetings with team to discuss team statistics and
updates on new methods and procedures, and recognized top performers.
. Interviewed and recommended for hire potential Customer Service
Representatives.
HMC Incorporated - Irvine, CA/Vancouver, B.C.
1995 - 1998
Program Manager
. Recruited, hired and developed team providing coaching, counseling and
performance reviews.
. Monitored calls to ensure the CSR's provide accurate, current information
in a timely, courteous manner.
. Facilitated group and team meetings to assure consistent quality of work.
. Managed international marketing departments that promote Four Star and
Five Star hotels, through a dynamic call center sales force.
. Liaison between HMC corporate staff and the hotels, on-call 24 hours a
day maintaining satellite offices on location to better facilitate
marketing functions.
. Engaged in other administrative tasks associated with the hire,
placement, recognition, discipline, termination and general management of
Sales Representatives.
EDUCATION
University of Saskatchewan - Arts & Sciences 1990-1993
Kelsey Institute of Recreational Technology - Saskatoon, SK 1989
OTHER SKILLS
Micro Soft Office Programs
SCUBA Advanced Certified
Hearing-Impaired Communicator (Sign Language)
Level II National Gymnastics Coaching Program
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