Customer Service / call center manager
Resume:
Senikka L Wilkinson
Washington, GA 30673
********@*****.***
OBJECTIVE
The opportunity to join a growing organization that will allow me to use my
customer service, managerial, problem-solving,computer and communication skills.
WORK EXPERIENCE
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.
EDUCATION
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.
SKILLS
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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