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Customer Service / call center manager

Washington, GA, 30673
April 27, 2014

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Senikka L Wilkinson

*** ******** ****

Washington, GA 30673



The opportunity to join a growing organization that will allow me to use my

customer service, managerial, problem-solving,computer and communication skills.


Cable and Other Things Too Inc., McCormick, SC 05/2004 - 02/2014

Call Center Manager

Manage 15-30 employees in the call center. Generated and distributed daily reports

and order acknowledgments to appropriate personnel. Handled damage claims for

customers and have the issues resolved by replacing the damaged property or

issuing compensation to the customers. Developed schedules, vacation and sick

leave. Interviewed, hired and trained new quality customer service

representatives. Routed work orders to technicians across multiple time zones.

Maintain and boost great morals and procedures in the call center for day to day

operations. Developed and implemented policies, procedures and process

improvement initiatives to improve retention rates and increase customer

satisfaction. Recommended changes to existing methods to increase the accuracy,

efficiency and responsiveness of the customer service department. Resolved

customer questions, issues and complaints.


WWCHS Washington, GA 1995 - 1999

High School Diploma in Vocational Studies, GPA: 3.5

High School general vocational studies completed. Diploma earned in June 1999.

Georgia Medical Institute Jonesboro, GA 2000 - 2002

Diploma in Front Office Medical Assisting, GPA: 3.9

Completed the Front Office Medical Assisting program in May 2002. I maintained a

3.9 GPA graduating with honors and the Presidents list. Course studies included

medical billing and coding, medical terminology, vital signs, medical transcription,

front office medical procedures, insurance claims and customer privacy/service.


Skilled in the following: Reporting and report building, Microsoft Office, Windows,

Excel, Power Point, Faxing, Emails, Internet, Mulit-tasking, handeling heavy

call volumn, Call Center supervision and management, Scheduling employees

Vacation time and sick leave, Handling up to 70 jobs a day, Routing Technicians

work orders, Making schedules for technicians and call center employees.

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