Customer Service Manager

Conor Twomey

*** ******** ****** **, *** ***-***, Methuen MA 01844

512-***-**** . *****.*.******@*****.***

Employment History

Golfsmith International, Austin TX

September, 2010 - December, 2013

Workforce and Operations Manager

. Managed small 60 seat call center

. In charge of all hiring and training for sales, service, web

support, and remote teams

. Generated and analyzed reports on metrics looking for

training/performance management opportunities

. Staffing the contact center based upon historical and current

report analysis to ensure cost effective staffing during peak

times

. Analyzed workflow to ensure that the contact center is operating

profitably and efficiently

. Directly responsible for sales, service, web support, and remote

team supervisors ensuring that staff are coached, and developed

to ensure adherence to performance standards

. Manager in charge of all call center technology, and

instrumental in rollout of new LiveOps system

. Participated and led implementation of an upgrade to our ERP

systems for the contact center

. Participated in the development of an outsourcing initiative for

the contact center; Developed and conducted the training for the

outsource of the contact center in the Dominican Republic

Golfsmith International, Austin TX

June, 2007 - September, 2010

Sales and Customer Service Supervisor

. Managed 18 person staff

. Developed and implemented all training documentation currently

in use

. Developed and coordinated activities to drive sales and customer

service agendas

. Oversaw staff coaching and development to ensure adherence to

performance standards

. Provide all staff with initial and supplemental training

. Created online tools for staff to optimize their techniques

while providing their customers with exemplary service and

information

. Weekly reporting of team performance to the contact center

manager detailing corrective actions and coaching undertaken

Dave Pelz Corporation, Austin TX August,

2003 - June, 2007

Customer Service

. Direct point of contact for premier customers

. Specialized in management of multi-site orders

. Responsible for customer satisfaction regarding product problems, i.e.

returns, replacements, or refunds within established guidelines

. Produce daily reports for shipping department and bi-monthly sales

reports for Director of Schools

. Inside sales - selling short game golfing schools and products

Education

College of Marketing and Design Dublin,

Ireland

Associates Degree, Business Management

College of Marketing and Design Dublin,

Ireland

Certificate, Business Studies

Skills

Strong organizational and management skills, with excellent multitasking

capabilities and attention to detail.

Strong Skills in Nortel Contact Center - Manager and Nortel Call Pilot,

Live Ops, Verint/GMT Planet, Emailtopia, Oracle Live Help On Demand, IP

Softphones, Onvisource, KBox, MindQuilt, Intranet Connections, Oracle E-

Business Suite, Cognos, MS Office (Word, PowerPoint, Excel), Brio, SQL

Reporter, Great Plains, SAP

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