Customer Service Manager

Brian Carroll

Call Center Supervisor - FACILITY SOURCE

Blacklick, OH

*******************@*****.*** - 614-***-****

WORK EXPERIENCE

Call Center Supervisor/Trainer

FACILITY SOURCE - Westerville, OH - 2008 to Present

Team Lead

FACILITY SOURCE - Westerville, OH - 2008 to 2009

Supervisor

CVS Pharmacy - Columbus, OH - 2005 to 2008

Corporate Sales Manager / Front Desk

Ramada Inn East - Columbus, OH - 2004 to 2005

Provide direct supervision for the day-to-day performance of call center representatives (14 associates).

Includes: escalation of phone calls, store manager or client efficiency, ensuring all calls are being dispatched

correctly. Deliver telephone and online service/support within high-volume call center (handling an average of

95 calls/internet inquiries daily), retail and lodging customer service desks.

Elements Of Performance Reviews

Decrease in cost per call, from $2.01 to a weekly average of $.97 by holding all associates accountable for

abandoned and calls in queue while providing positive feedback to increase customer service levels.

Reduced attendance issues (tardiness and absenteeism) from 50% to an average of 95%.

EDUCATION

Human Relations and Community Services

University Of Akron - Akron, OH

1992 to 1994

ADDITIONAL INFORMATION

Computer Skills

Word, Excel, PowerPoint, Internet Explorer, Access and Outlook.

Mission Statement

Strive to exceed customer/ employer expectations by delivering World Class Customer Service with

Excellence. Maintain customer satisfaction in all initiatives, communications and interactions, always putting

the customer first.

Customer Service Specialist

Offering an award-winning track record of customer care excellence within high-volume environments that

include

Call Center ●Retail Customer Services ●Customer Service Desks

Qualification Highlights

World-Class Customer Service

Troubleshooting/ Problem Solving

Interpersonal and Coaching Skills

Order Fulfillment

Customer Satisfaction

Enhancement

New Employee/Management Training

Teambuilding & Training

Profit and Loss Budgeting

High Volume Call Center Operations

Organizational/Analytical

Complaint Handling & Resolution

Reports & Documentation

Policy/Procedure Compliance

KPIs (Key Performance Indicators)

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