Customer Service Manager

K R ISTEN T H IBODEAU

*** **** ****** *********, ** 01420 978-***-**** *******.************@*****.***

http://www.linkedin.com/in/kristenthibodeau/

SUM MARY

Dynamic, motivated, hardworking, and enthusiastic Customer Experience Expert from the front

l ines to management and business operations. An outgoing, proven leader who has a contagious

"can do" attitude. Exceptional ability to meet or exceed objectives through goal setting, planning,

organizing, and attention to customer issues. Expertise in a wide variety of skills including:

• •

Customer Relationships Customer Satisfaction/Voice of Customer

• •

Leadership Versatility / Adaptability

• •

T raining & Development Communication

• •

A ffinity to multi-task & th rive in fast-paced Relates easily & openly with all personalities

environment

P ROFESSIONAL EXPER I E NCE

Randstad US, L P 4/2013-cur rent

Account Manager with Randstad Corporate Services (on site at The Bose Corporation)

Act as a highly consultative staffing partner while running a full Account Manager/Recruiter desk.

• Meet with hiring managers to discuss requisition specifics, process, and t iming for satisfying

t he group’s need.

• Source, recruit, screen and present qualified candidates to hiring groups across multiple

d isciplines.

• Facilitate the full cycle hiring process from the interview process between management and

t alent through presenting offer to the talent and new hire onboarding

• Perform Talent Engagement activities from new hire orientation, handling day-to-day

i nquiries regarding benefits, payroll, etc. including addressing performance management

opportunities – all to ensure talent retention as well as Client Satisfaction and Talent

Satisfaction

Monster Worldwide 1/2001-12/2012

Global Business Process Analyst, Customer Service (7 /2010–12 /2012)

Managed and organized quantitative and qualitative projects for Customer Satisfaction and Voice of

t he Customer. Implemented and managed operation of customer satisfaction surveys, monitored

social media networks, analyzed data, wrote reports to present findings and ad hoc analysis.

• Provided analysis with recommendation for remedy of customer issues

• Improved the customer experience through shared analysis and initiation of proactive

communication and collaboration with all Customer Service Teams

• Developed and conducted regular reviews with executive and senior leadership to deliver

action plans focused on improving the customer experience

• Assisted Customer Service Director with executive customer escalations

G lobal Customer Service Team Manager ( 3/2006–7/2010)

M anaged and organized staff of 15 Call Center Customer Service Representatives and 18 Premium

Account Managers with a focus on technical / complex solutions to improve the customer experience.

H andle escalated customer service issues and complaints through to resolution.

• Improved t eam performance, agent reliability and employee retention through daily

motivation and encouragement.

• Composed and delivered performance reviews to assess strengths and development needs

• Monitored calls focusing on the customer experience/ Provided feedback to team to coach

and develop opportunities including call handling statistics and delivery of one call

resolution.

• Contributed to the development of department business process improvements / Provided

feedback to senior management on department t rends.

• Interviewed and hired qualified staff

KR ISTEN T H IBODEAU

Qual ity Assurance Special ist (7 /2005–3 /2006)

Pioneered the Quality Assurance Team in Monster’s Customer Central – created and maintained all

coaching forms and definitions documents including implementation of coaching forms into

W itness/eQuality Balance (quality monitoring software). Managed analysis of quality data and

t rends, report wri ting presentation of findings and ad hoc analysis.

• Coached across five lines of business by providing detailed feedback to 50 agents from 6

managers regarding agent efficiency and opportunities to improve

Facilitated coaching calibration sessions with 3-6 managers resulting in accurate and

consistent coaching across call center

• Developed and conducted regular reviews with senior leadership and management to deliver

action plans focused on improving the call quality and the customer experience

• Worked with the Training department on development and delivery of New Hire Orientation

i ntroduction to “Call Monitoring and Quality Assurance” / Worked with the Training

department on the coaching modules for the Manager “Coaching for Success” certification

• Acted as a backup to management (when needed) / Managed Avaya CMS while acting as a

backup to management

P remium Customer Relat ions Account M anager / Contracts Administrator (1 /2001-7 /2005)

Initiated proactive communication with customers to offer t raining / maintain contact for account

maintenance via telephone and email throughout their membership as the first point of contact to

customers post-sale.

• Supported customer questions regarding the site, site functionality and other Monster

p roducts, memberships and technical issues

• Implemented customer product for new and renewing customers / Trained customers on

Monster site functionality

• Provided solutions/suggestions throughout membership period to ensure the best return for

t he products purchased

• Provided monthly reports and adhoc reports to customers using to establish their site usage

• Billed orders and processed credit requests

E D UCAT ION AND T RA I N I NG

U niversity of Massachusetts, Amherst, MA

Bachelo r’s Degree - Communications / Sociology

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