Customer Service Manager

K ELIZABETH BURTON

**** *. ******* ****.*** *S, Chicago, Il 60644 H: 773-***-**** C: 773-***-**** **************@*****.***

PROFESSIONAL SUMMARY

High-energy Business Analyst effective at developing and implementing operational processes and

systems. Quickly grasps business priorities to identify optimal personnel and IT solutions.

SKILLS

Business development HTML and CSSRelease planning SQL and

databases Operational assessments Trained in Six Sigma methodologies Workflow

a nalysis Business artifacts documentationData mapping Asset Tracking Information Center (ATIC) Finance and

a ccounting Brand managementBusiness process mapping Microsoft Office SuiteOrganized Multi-

tasking Creative

WORK HISTORY

Business Development Strategist, 0 3/2012 to 0 7/2013 7Search.com – 999 E. Touhy, S te. 570 Des Plaines Illinois

6 0018

Identifies trendsetter ideas by researching industry and related events, publications, and

announcements; tracking individual contributors and their accomplishments. Locates or proposes potential

b usiness deals by contacting potential partners; discovering and exploring opportunities. Screens potential

business deals by analyzing market strategies, deal requirements, potential, and financials; evaluating options;

r esolving internal priorities; recommending equity investments. Develops negotiating strategies and positions

b y studying integration of new venture with company strategies and operations; examining risks and

p otentials; estimating partners' needs and goals. Recommended operational improvements based on tracking

and analysis.Increased annual revenue by 20 % by recommending improvements in efficiency. Managed testing

cycles, including test plan creation, development of scripts and co-ordination of useracceptance

testing.Performed competitor bench marking analysis and identified savings opportunities and potential

product enhancements.Researched and resolved issues regarding the integrity of data flow into

databases.Documented business processes and analyzed procedures to see that they would meet changing

business needs. Assessed the impact of current business processes on users and stakeholders.

Account Strategist/Operations Manager, 0 9/2007 to 0 7/2013

7Search.com

Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed

up other customer service managers. Adhered to all confidentiality requirements at all times. Strong leader of

customer support staff.

Assumed ownership over team productivity and managed work flow to meet or exceed quality

servicegoals. Identified individual development needs with appropriate training. Followed-through on all

critical inter-departmental escalations to increase customer retention rates. Trained staff on operating

procedures and company services.Maintained accurate records of past due customer account activity.

Client support Representative, 1 0/2003 to 0 9/2007

7Search.com

SEO/SEM responsibilities including keyword analysis, ad creation and implementation of ad creatives as well

as ad campaign optimization.Promoted to manager position to train and supervise customer service reps.Foster

an environment in which guests enjoy high levels of service and employees are motivated to deliver top

performance.Selected Contributions Devised and published metrics to measure the organization's success in

delivering world class customer service.Maintained accurate records of past due customer account

activity.Developed highly empathetic client relationships and earned a reputation for exceeding service

standard goals.Maintained up-to-date knowledge of product and service changes. Managed work flow to

exceed quality service goals.Adhered to all confidentiality requirements at all times.Assumed ownership over

team productivity and managed work flow to meet or exceed quality service goals.Strong leader of customer

support staff.Investigated and resolved customer inquiries and complaints in an empathetic manner.

Business Services Representative, 11/1999 to 1 0/2003 Sprint PCS – B olingbrook, I l

Created and maintained corporate accounts. Excelled in meeting and exceeding company KPI's. Direct liaison

w ith reps in the field providing support. Handled high call volume.Assisted with billing issues, payment

allocation, and payment arrangements. Exceeded sales quotas of new products and services.Programming of

equipment as well customer education on products and services. Trouble shooting network and system

issues. Team leader for my line of business assisting other advocates with issues and questions so that they

could better assist customer and management. Worked with internal processes such as employee reviews,

performance reviews, terminations, and career coaching. Assist customers in WLNP compliance as mandated by

the government.

EDUCATION

MBA : I nternational Business/Project Management, June 2013 Keller Graduate School of Management - C hicago,

IL

3.62 GPA Coursework in Management

Member of Sigma Beta Delta Business Honor Society Minor in International HRM

Bachelor of Science : B usiness Administration, February 2012 DeVry University - C hicago, I L

3.5 GPA Business and Business Administration coursework

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