Customer Service Manager

Samantha Jones

** ****** ** *******, *.Y. *****

716-***-****(Cell) ********.*********@*****.***

Objective:

I have a diverse background in various fields. My ability to adapt to change and emerge as a leader makes me a strong candidate for management

positions in any company. I possess innate leadership qualities that cannot be taught, and a strong desire to succeed. From a leadership stand point,

I realize that for me to be successful, the people I lead must succeed as well.

Experience

2011-Present Fiserv Amherst, N.Y.

Lead Associate

• Directly supervise the day to day operations for up to 30 associates

• Handle and resolve escalated telephone calls and correspondence.

• Monitor productivity and coach associates to improve performance.

• Manage daily tasks required to support and maintain call volume SOA/SLA.

• Assist associates with projects or special assignments.

• Coordinate associates scheduling, vacations, time and attendance database, and capacity planning.

• Accomplish area goals by tracking results and appropriately allocating resources across area of responsibility.

Customer Service Consultant

• Held supporting role in launch of temporary client project, assisted manager in many capacities to include coaching and general support.

• Developed training in classroom environment as well as coached and trained on the call center floor.

• Motivated and encouraged agents through positive communication and feedback.

• Resolved complaints and answered customer’s questions regarding services and procedures.

• Responsible for working assigned inbound and outbound call queues and emails to provide customer service and guide customers toward

desired client outcomes.

• Service various products for automotive and banking clients such as loans, leases, demand deposits, savings, CD’s, MMA, health savings

and mortgages.

• Interface with internal departments such as collections, titles and operation support teams to follow up on customer requests.

• Helpdesk support to include answering basic questions and triaging issues.

2009-2010 Blue Cross Blue Shield Winston-Salem, N.C.

Customer Service Professional-Senior Marketing Administration (SMA)

• Primary role was a subject matter expert, assisted phone agents by providing core knowledge and mentoring that enabled us to achieve

company goals.

• Assisted providers and subscribers with telephone inquiries regarding benefits, claims issues and enrollment verification.

• Performed phone/email outreach to BCBSNC vendors and business partners to resolve service issues.

• Worked closely with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider

relations by identifying opportunities to promote stakeholder programs.

• Documented corrective measures and provided instructions as needed to internal business areas to ensure prompt resolution and response

to customer inquiries.

2007-2009

Customer Service Professional Administrative Services Only (ASO)

• Utilized probing and problem solving methods to resolve all customer inquiries via inbound calls on first contact.

• Interfaced with local, state and federal governmental entities and plan participants regarding BCBSNC products and services.

• Identified and communicated process, product or systems improvement opportunities to improve the overall stakeholder experience.

2010-Present Erie Community College Buffalo N.Y.

• Business Administration (currently enrolled)

2001-2002 Educational Opportunity Center Buffalo,

N.Y.

• Administrative Office Management Certificate

Technical Skills

MS Office, Word, Excel, PowerPoint, Outlook, Vlinq, Facets, Corillian, Premier, T2K, Avaya, Apropos

Awards

Blue Cross Blue Shield -top 10 performer within the geographic location.

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