Customer Service Manager
Resume:
Ellen Ritter
Hanover Park, IL *0133
************@*****.***
SUMMARY
Broadly skilled professional with a background in the Call Center environment and with strengths
building motivated and effective customer service teams. Recognized ability to empower employees
to become subject matter experts which improves a sense of ownership and resulting in improved
customer satisfaction. Successful in conflict resolution with both the external and internal customer.
PROFESSIONAL EXPERIENCE
Allstate Financial, Lincoln, NE and Northbrook, IL
2007 - 4/2014
Unit Manager Contact Center
2012-4/2014
The Unit Manager oversees contact center employees and customer inquiries. Responsibilities
included:
• Developed a Subject Matter Expert in training program. Program was
implemented across sites.
• Exceeded Service Level requirements. The expected service level was 70% and
the team finished at 86.1% for 2013.
• Performance managed and monitored quality, adherence and average handle time
to achieve individual and departmental goals.
• Created and analyzed reports to find areas of opportunity.
• Team scored 96.9% on customer answered survey in 2013.
• Generated process improvements.
• Networked development opportunities for employees and coordinated training.
• Resolved difficult personnel issues.
• National Customer Service Week sponsor; oversaw representative level fun
committee and co-sponsor of recognition committee.
Customer Research and Response Team 2011-
2012
The research and response team is responsible for answering customer and agent inquiries.
Responsibilities included:
• Answered inquires via email, phone, or by written letter.
• Provided support for representatives on other phone teams.
• Worked Elite concerns and other escalated cases as needed.
• Wrote excerpts for CC Communications.
• Developed a Mentor Program that was approved by the Company. Given the opportunity
implementing and overseeing the progress of that program.
• Attended TEDxAllstate 2012 where was inspired to take risks and share ideas.
Ellen Ritter 479-***-****
Page Two
Elite Team
2008-2011
Promoted to the Elite Team after first year at Lincoln Benefit Life. The Elite Team supports the
top 1% of Allstate producers. While on the Elite Team, received additional training for life
insurance and annuities. In addition to regular responsibilities, worked overflow for other
departments, was responsible for working Elite emails and was responsible for email service
levels. Worked complaints flagged as Elite concerns and settled these complaints by working with
the Director of the Complaint Department and my supervisor.
Accomplishments while working on the Elite Team:
• Recruited to help build the EFS line.
• Worked on the Disaster Recovery Team for Wal-Mart and GoodForLife accounts.
• Member of Allstate Ambassadors.
• Mentor for teammates needing additional training and support.
• Submitted a proposal for a Mentor Program pilot. The pilot was approved and was
selected to oversee the startup and implementation of the program.
• Selected to attend TEDxAllstate.
Ready One Pilot, Phase II
2009
One of four chosen to implement this pilot. Ready One was a unique product that brought
together 3 separate Allstate companies. During the pilot increased knowledge of different aspects
of Allstate Financial and Allstate Bank.
New Business/Term Conversions
2007-2008
Answered inbound phone calls for new business and term conversion calls. Upheld quality
standards on every phone call. Given additional responsibility by assisting the Help Hotline.
EDUCATION
B.A. Communication, University of Arkansas, Fayetteville, AR-
Course of Study included: Mediated Communication. Communication and Conflict, Rhetorical
Theory, Communication Research Methods, Philosophy, Advanced Composition, Business Law,
Accounting, Micro and Macro Economics, Culture Studies and various filmography classes.
COMMUNITY INVOLVEMENT
Allstate Helping Hands Committee
Almost Home Foundation, Foster and Volunteer
Windsong Equitherapy Board of Directors, Treasurer
Heartland Big Brothers Big Sisters, Big Sister
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