Customer Service Manager

TAWANA J. MASSEY

**** ******* ***** ******Lithonia, Georgia 30058*678-***-*****************@*****.***

SERVICE-DRIVEN CUSTOMER SERVICE PROFESSIONAL

Qualified by 10+ years’ success in Customer Service/Call Center environment; leveraged

quality/customer service focus to achieve organizational success; strong leadership skills

Passionate about building lasting client relationship and maximizing quality…

PROFESSIONAL SUMMARY

Achieved customer service and quality goals, positively impacting business performance. Provided

escalation support. Honed management skills through business management certification(s); trained in

managing groups, setting goals, providing directives, and overseeing plan of action. Able to lead,

motivate, and train teams--by example--to improve quality, deliver outstanding service, and ensure

procedural compliance. Proven problem solving skills. Knowledge of balanced scorecard. Recruited,

coached, and managed staff. B2B and B2C experience.

ACHIEVEMENTS’ HIGHLIGHTS

Helped maintain staff of 100, including payroll, scheduling, achieved minimal attrition.

Recipient of Spotlight of Service Award for proving outstanding customer service to

clients; Several Razzle Dazzle Awards for being recognized as the creator of the Audit

Procedural Guide/Tenant to Tenant (T2T) program; Awarded Top 2% Best Client

Satisfaction by Kingsley Associates.

Single handedly managed workload of three employees; generating over $75,000 in

savings.

Consistently achieved deliver deliverables (97%), while fulfilling multiple competing

priorities.

Effectively trained phone representatives/consultants; mentored and supported VIP teams

of 23.

Collaborated with senior management for decisions related to key projects.

Achieved 99% customer satisfaction in high pressure environment.

CAREER PROFILE

Customer Service Coordinator

Design, implement, and maintain cost-effective shift schedules for Interviewing Center staff of 250+ .

Support customer service functions. Effectively, track and maintain clients’ account payable /receivable

records, assist with administration department payroll.

Resolves order problems/client complaints and investigating data and history; determining the

cause of problem; selecting best solution; expediting correction or adjustment; following up to

ensure resolution.

Support supervisors; administer disciplinary actions/ terminations; provide effective coaching.

Call Center/Customer Relations Representative

Effectively corresponded with executives to achieve satisfactory resolutions of issues within 24-72 hours.

Delivered client-focused decisions and exceptional service to challenging clients.

Provided customer service to over 250+ internal and external clients on a day-to-day basis.

Effectively resolved customer issues; provided business solutions to achieve customer needs.

-CONTINUED-

TAWANA J. MASSEY

8001 Harmony Lakes Drive*Lithonia, Georgia 30058*678-***-*****************@*****.***

Call Center Specialists

Maintains workflow by studying methods; implementing cost reductions; and developing reporting

procedures.

Contributes to team effort by accomplishing related results as needed.

Conducted over 1000 calls per week to promote products, resulting in a high rate of returns.

Executive Administrator Assistant

Effectively communicated between the front and back office (including reading and responding to email,

filtering down newsletters, policy updates, correspondence, training, meeting and webinar information

and appropriate data.

Assisted in the preparation of the Annual Report and the Board Reports.

Scheduled and attended meetings, took minutes; edited and distributed meeting notes.

General Office Manager

Provide backup and overflow support for all front office tasks such as filing, customer service, returning

calls to customers as needed, and updating customers’ mailing information.

Hire, train and manage performance of office team members.

Process payroll, accounts receivables / payables, daily deposits and cash balance.

Property Manager

Respond promptly to tenant’s requests, property maintenance and emergency repairs. Regularly monitors

individual team member’s performance and provide timely and constructive feedback.

Trained other Property Managers, Administrators and Engineers on policies and procedures

and developed educational programming models.

Performing financial tasks such as rent collections, invoice payment, and analysis of operating

statements.

Senior Buyer

Overseeing and controlling data resources for five departments within the Men's Dept. Examining

departmental purchase requisitions for completeness and accuracy necessary to the buying process.

Organize and maintain department filing, shipping, order maintenance and store profits.

Organize and maintain department inventory, shipping, order maintenance and store profits.

Examining departmental purchase requisitions for completeness and accuracy necessary to the

buying process.

WORK HISTORY

HealthCare REIT, Inc. (2008 – 2013) Altodigital, Inc. (2005 – 2008)

Adecco Staffing Company (2001 – 2003) Starnes & Oswalt Construction (2003 -2005)

Fire Safety Controls, Inc. (1991-1995) Upton’s Corporate Office (1996 – 2000

**REFERENCES UPON REQUEST**

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