Customer Service Manager
Resume:
Robert H. Young
Bloomington, MN 55431
Skill Summary:
Over twenty years of customer service,B2B, team management and
Supervisor experience
Experience, in Hiring, interviewing,and termination procedures
Provide coaching and development to Customer Service Representatives
Accomplished customer service leader with in-depth experience and skills is
problem resolution, quality management, project leadership and coaching for
success.
Implemented Kaizen process improvement strategies resulting in a more
efficient client experience.
Coach team members on their performance on a regular basis, and write and
deliver bi-annual performance appraisal.
Communicate positive as well as negative feedback, adapting coaching styles
depending on the situation and audience, providing
Consistently monitor team to proactively identify potential problems and
with guidance ensures appropriate parties are engaged through to
resolution.
Develop relationships within the supporting business units to help resolve
issues related to team members.
Professional Certifications:
. Blanchard Situational Self Leadership
. Kaizen process improvement certification
Education:
Omaha College
Associates Degree in Business /Graphic Design
Professional Experience:
NorthStar Resource Group
2013
Manager Advisor Branch Service
Source, recruit, interview, test, select, train, develop and retain team
members..
Supervise all non exempt team members- directly or indirectly
Oversee and supervise any Administrative Assistant Supervisor, Service
Support Supervisor and Executive Assistant team.
Manage and oversee all client services. Share "best practices" throughout
the company system.
Participate in the development and recommendation of corporate policies and
procedures.
Publish, and administer personnel policies.
Conduct monthly team meetings.
Monitor and manage performance appraisal programs for all team members.
Oversee orientation program for Team Members.
Maintain permanent, compliant personnel records.
Ameriprise Financial
2006- 2012
Customer Service Center
Supervisor Senior -Coach, Multiple departments.
Customer Service Consultant -B2B/Brokerage New Business and Inter-Company
Transfers department Phone Queue
Call escalation expert
Provides daily coaching to service professionals on complex business issues
Effectively delivered phone lab mentoring for new customer service
professionals
Created and implemented a new service process for the efficient processing
of third party money transfer cases into the firm.
Inbound phone queue with internal department, third parties and field
office.
Department training of new team members
Info USA
Operations manager- National Wholesale Division Phone Queue.
Provided sales leadership to customer facing associates.
Managed the processes to insure the client privacy for client base.
Processing daily department sales numbers and sales projections direct
from team members.
Color Express
Direct SalesB2B Manager,
Customer service
Project design and job flow working with CSR
Processing of New accounts maintaining established accounts
All phases of sales and marketing.
DPD Print Management
Customer service field manager B2B
Assigned appointed clients
Processing print orders and consult in design and project flow and cost
Delivery of finished products
Production: Bindery, Design
Copy center, Project management of Xerox high speed copiers form single
one color sheets to multi page manuals 100 pages or more,up to 15 versions
at a time.
Musicland
Store Management responsible for one-on -one customer service.
Hiring and training of sales staff, employee reviews, career management
In-store promotion.
Inventory control, shipping and receiving
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