Customer Service Manager

Jamie W. Coleman

*** ****** ***** *****, ********, Georgia 30058

Cell: 404-***-**** / *********@*********.***

EXPERIENCED CUSTOMER SERVICE MANAGER

Qualified manager with twenty plus years of customer service experience in

a call center environment. Passionate and committed to deliver exceptional

customer service satisfaction with the ability to produce and deliver

quality accurate work when completing assignments and achieving goals.

Detailed, customer focused, organized and goal oriented leader/team player

with the distinct ability to be flexible while multi-tasking and the

ability to quickly resolve a broad range of customer's problems with

limited supervision.

AREAS OF EXPERTISE

. Analyzing Data

. Customer Problem(s) Resolution

. Customer Service Satisfaction

. Energetic Team Builder/Player

. Proficient in MS Office (MS Word, MS Excel and Outlook)

. Self-starter

. Strong Communication Skills

PROFESSIONAL EXPERIENCE

Collabera, Inc; Morristown, NJ -

02/2011 - 02-2014

Repair Escalation Manager for AT&T, Inc

. Responsible for providing customer service in the repair service

escalation call center, duties included answering customer's repair

calls, expediting repair visits, providing repair resolutions and

updated status until repair was completed

. Served as Team Lead ensuring the Service Expedite Call Center's ACD

service adherence was met

. Assigned daily assignments when needed and handled second level

manager escalations when working as the On-site Duty Manager on the

weekends and holidays

. Provided one call customer resolution 98% of the time when handling

customer repair inquiries

. Proficient in the following AT&T systems: Escalation Management

System (EMS), Work Force Administration Control (WFAC), Enterprise

Administration (EA) and EDGE

Reading, Phonics, Math & More; Stone Mountain, GA

08/2010 - 01/2011

Supplemental Educational Services (SES) Support Coordinator

. Gathered, verified and submitted all state required documents and

invoices for 48 elementary, middle school and high school students who

were receiving tutorial services paid by the State of Georgia

"Supplemental Educational Services Program" formally known as the "No

Child Left Behind" Act"

US Census Bureau; Atlanta, GA

04/2010 - 07/2010 Field Service

Representative - Enumerator

. Conducted door-to-door interviews with residents to complete their

2010 Census questionnaire.

. Completed individual questionnaires accurately with residents as they

answered specific questions pertaining to the 2010 Census

Berean Christian Church; Stone Mountain, GA

01/2007 - 02/2011, 02/2014 - Present

Volunteer

. Performed a broad range of clerical/administrative functions in

preparation for Sunday worship services, church conferences, ministry

functions, etc

A. Ramsey Enterprises Inc; Gonzales, LA

07/2009 - 09/2009

Trainer for AT&T, Inc

. Delivered formal training to East Region AT&T employees on Bellsouth's

Southeast billing and product offerings, customer records, billing and

ordering systems, adjustment guidelines and procedures.

. Condensed six weeks of training material into a one page quick

reference job aid to assist AT& T employees in their new role to

quickly locate information needed to complete a customer's request,

eliminating the frequency to create a customer call back and reducing

customer's hold time on the phone.

AT&T, Inc; Atlanta, GA

04/2007 - 09/2007

Method & Procedures Strategic Planning Manager

. Led a team of 6 in developing several interim ordering processes for

the Billing and Ordering System (BOT) used by AT&T employees

. Provided ongoing support via phone, email and face to face to field

associates on the Billing and Ordering System (BOT)

. Maintained a log of all questions and issues on the Billing and

Ordering System (BOT) received via phone, email and face to face from

field associates, then created system workarounds until scheduled

system update fixes were made, eliminating a lot of users frustrations

BellSouth Corporation; Atlanta, GA

01/2006 - 04/2007

Field Operations Customer Care Manager

. Worked as an Industrial Engineer supporting field operations in areas

including but not limited to Process Improvements, MSOC Certification

and Sustainment

. Served as a Subject Matter Expert (SME) and provided support to field

forces, staff, vendors and executive level management in determining

resolutions for operational gaps and issues identified as a result of

onsite field visits with newly implemented processes and offerings

. Prepared and delivered formal and informal training, presentations and

demonstrations

. Conducted internal and external needs analysis to identify areas

within operations where technical enhancements and/or mechanization

would increase productivity and improve customer service

. Developed effective coaching techniques and problem solving processes

for field managers and team leads

BellSouth Corporation; Atlanta, GA

11/2004 - 01/2006

Major Account/Fed Gov Customer Care Manager

. Supervised a team of fourteen Customer Service Associates in the Major

Account call center.

. Developed incentive programs to encourage exceptional customer service

and team building

. Improved customer service rating by 30% by building alliances with

other key departments that were vital in the overall customer service

delivery process

. Conducted remote and side-by-side call observations to evaluate

adherence to company policies and quality standards ensuring accurate

information were delivered to internal and external customers

. Conducted monthly service order reviews to ensure accurate service

installations

. Handled customer escalations

. Maintained the office vacation schedule for 80 employees

. Recognized as a Peak Performer(Top 10% in department)

BellSouth Corp; Miami, Fl/Atlanta, GA

04/1981 - 11/2004

Customer Service Associate

. Provided support to Major Account Customers via phone, email and face

to face. Work involved supporting customers who generated revenue of

over $1.2 million annually by providing quick resolutions to all of

their telecommunication needs

. Negotiated service changes, additions and/or deletions to ensure

customer's complete telecommunications needs were met

. Interacted and teamed with other departments to ensure all orders were

completed correctly

. Served as the billing Subject Matter Expert (SME) for the Atlanta

office in resolving customer's billing discrepancies that spanned over

6 months or more billing cycles

. Performed and discussed with customers monthly bill reconciliation and

reviews

. Served as Team Lead

. Assisted in training new customer service associates

. Recognized as a Peak Performer(Top 10% in department)

EDUCATION

High School Graduate - Miami Norland Senior High School

Licensed Real Estate Agent since 2001 - Current Broker - Floyd Realty &

Auction, Inc

MANAGEMENT TRAINING

Professional Curriculum of Leadership in Excellence Management

. Constructive Contention

. Professional Business Communications

. Emerging People Manager

. Using Systems to Improve Productivity

. Labor Relations

. Coaching Skills Workshop

. PC Smart

PRODUCTS/SYSTEMS/SOFTWARE SKILLS

Windows, Microsoft Office - (Word, Outlook, Excel), Intranet, Internet,

AT&T Systems/Products - VOIP, ROS, BOCRIS, TAFI, MOBI, CCF, SOCS, BOT,

Escalation Management System (EMS), Work Force Administration Control

(WFAC), EDGE and Enterprise Administrator (EA)

Contact this candidate