Quality Assurance Customer Service

Chad Anderson

Operations Manger, Jr - Career Connection Incorporated (CCI)

Atlanta, GA

*********@*****.*** - 404-***-****

WORK EXPERIENCE

Operations Manger, Jr

Career Connection Incorporated (CCI) - July 2013 to Present

Develop call center operational strategies by conducting needs assessments, performance reviews, capacity

planning, and cost/benefit analyses

Establish, productivity, quality, and customer-service standards; contributing information and analysis to

organizational strategic plans and reviews.

Prepare call center performance reports by collecting, analyzing, and summarizing data and trends

Maintains and improves call center operations by monitoring system performance; identifying and resolving

problems;

Manage system and process improvement and quality assurance programs.

Ensure site meets and exceeds client expectations and deliverables

Leadership Development Manager

Career Connection Incorporated (CCI) - January 2013 to July 2013

Coached and developed Team Managers and Managers in Training

Assisted leaders with the development of their leadership and managerial skills

Mentored leaders on driving performance including data and trend analysis

Trained leaders on effective coaching of advisors

Assisted leaders with identifying and addressing performance areas of opportunity

Apple Care Team Manager

Career Connection Incorporated (CCI) - May 2012 to January 2013

Played integral role in the launch of CCI's flagship call center

Assisted in the creation and implementation of call center policies, protocol and procedures

Manage performance of team of 25 advisors in a matrix environment

Served as a liaison between advisors, IBM and Apple

Coached and develop advisors to ensure maximum performance

Mentored fellow team managers and leadership staff on driving performance

Provided IBM and Apple executives with team and center performance updates and plan of action

Strategized with CCI and IBM operations staff to ensure expectations of Apple are met

Customer Care Supervisor

T-Mobile, USA - September 2010 to May 2012

Provided daily coaching, feedback and strategies to CSRs to aide in improved performance.

Analyzed and identified performance trends, recommended and implemented process improvements.

Developed personal action plans and goals for CSRs to assist with exceeding company performance

standards and metrics.

Researched and resolved escalated customer inquiries and issues.

Facilitated new hire and continuing education trainings for call center staff.

Served on several task forces to help organize, improve and streamline CSR work processes.

Participated in special projects for product research and development

Assisted management with the implementation of center and companywide initiatives.

Customer Care Senior Representative

T-Mobile, USA - January 2007 to September 2010

Monitored and reported CSR performance metrics

Conducted side by side monitors of CSR's

Served as point of contact in absence of Coach

Handled escalated customer calls

Ensured CSRs adhered to individual action plan

Informational resource for CSRs

Kept CSRs abreast of policy changes and new site level and company initiatives

Training Assistant

T-Mobile, USA - November 2006 to January 2007

Assisted trainer with the facilitation of new hire and continuing education trainings

Mentored low performing trainees to assist them with meeting New Hire metrics

Ensured new hires had a seamless transition from training to the production floor

Provided Trainer with feedback on trainee performance

Customer Care Representative

T-Mobile, USA - July 2005 to November 2006

Handled inbound calls from wireless customers

Resolved customer billing issues

Assisted customers with account maintenance and changes

Served as first tier of support technical issues

Processed customer payments and handset upgrades

Qualified existing customers for additional lines of service

EDUCATION

Business Administration

Cookman College - Daytona Beach, FL

August 2000 to December 2004

ADDITIONAL INFORMATION

AREAS OF EXPERTISE

Customer Service Management Customer Satisfaction Enhancement Marketing Strategies

Complaint Handling & Resolution Team Building & Training Principles of Marketing

Sales to Service Quality Assurance Principles of Public Relations

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