Customer Service Manager

Citserice Jones

**** ****** ****** **. ****: 832-***-****

http://www.linkedin.com/pub/citserice-

Rosharon, TX 77583 ********@*****.***

jones/44/820/854

Dedicated leader with 15+ years of experience in “customer-focused” service and dynamic settings.

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Consistently achieve record-high customer/employee satisfaction, improvements to the bottom line and

turnaround of underperforming teams.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to

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customer service as a key driver of company goal attainment. Lead by example and ensure the execution of

all organizational Credo, Mission, Vision and Core Values.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Employee Morale Enhancement Cost-Reduction Strategies

Business Continuity Process Improvement Employee Development

Professional Experience

07/2013 - present

Virtual -Manager, Customer Service L5

Lead and develop a team of leaders and associates. Responsible for the overall direction, coordination and

evaluation of the operational unit. Identify and eliminate barriers to accuracy, productivity, and quality. Carry

out managerial responsibilities in accordance with Amazon.com policies and procedures; additional

responsibilities include interviewing, training and motivating employees; planning, assigning and directing

work; rewarding and disciplining employees; and effective conflict resolution. Communicate policies to

employee and become the primary information source for staff; following-up to ensure compliance and

consistency; taking corrective action as necessary and documenting the issue and actions taken. Recognize

complex customer service issues and proactively heading off negative service trends. Understand and correctly

utilizing resources provided by internal systems, departments, policies, and procedures. Develop, analyze and

improve strategies and procedures.. Develop, plan, and implement short- and long-range goals. Develop and

achieve performance goals and objectives in order to achieve customer promise expectations

–Houston TX 04/13/13 – 07/13/13

Sr. Manager, Customer Service

Recruit, train and manage call center employees that includes supervisors of and agents in customer service,

retention, quality, executive complaints and training departments. Determine strategy and manage execution

within organization. Influencing skills - ability to set the tone for change and inspire others to want the same

results. Establish effective relationships with IT, Legal, Billing and Transactions work groups. Collaborate

with executive leadership in order to set goals, implement initiatives, and drive accountability to goals.

Develop, monitor, and manage agent feedback loop to ensure quick updates for agent questions and quickly

identify any needs for change in strategy. Responsible for reporting results and presenting plans to senior

leadership. Responsible for allocating budget funds and balancing operational budget. Establish KPI's and

drive results. Track and deliver call center results. Foster an environment that is customer experience focused.

Identify automation resources relative to work-flow, knwledge management and reporting. Manage front-end

operations to ensure friendly and efficient transactions according to Voice of the Customer Methodology.

Retention Manager 07/16/12 – 04/13/13

Assist with setting the strategic direction for increasing retention and loyalty from our customers via

integration of marketing programs, direct communications and customer service enhancements.

Operationalize marketing strategy of retaining customers Develop and implement customer/contact

engagement strategies. Identify issues and opportunities within frontline retention programs and develops

strategies to have immediate impacts to reduce customer churn.

VERIZON Houston, TX 12/08/98 – 07/13/12

Customer Service/Quality/Retention/Technical Support Management, Customer Service Representative,

Call Center Sr. Management

Recruit, train and supervise employees. Transformed department with culture challenges in 4 months. Establish

workgroups throughout their complete life cycles. Foster environments that external/internal customers enjoy

high levels of service and employees are motivated to deliver top performance. Manage front-end operations to

ensure friendly and efficient transactions according to Voice of the Customer Methodology. Develop strategic

plans, budgets and managing for large and small teams of multiple disciplines. Led support staff that provided

Retention support for Houston/Gulf Coast. Direct activities of call center/customer service and technical support

organizations serving 70.9M customers nationwide. Transformed area call center into a leading national unit

resulting in high performance by lowering CIR and Repeat calls and improving First Call Resolution Success

Ratio’s.

Call Center Process Improvement / Development / Knowledge Management

Lead call center best practice and process development, improvement and knowledge management efforts.

Manage organizational change and developing employee training plans for the new processes and technologies

implemented. Facilitate peer development trainings on root cause analysis of metrics and reporting. Develop

training curriculum and QRG’s for organizational changes and employee development. Create process

improvement proposals and strategies. Communicate tactical strategies to multiple levels. Project Manage

business direction from conceptual framework stage through execution.

Call Center Technologies/Call Center Metrics / Reports

Lead call center technology efforts at multiple centers that included evaluating, recommending and project

managing the implementation of process standards and tools, such as Witness, IEX, CTI, EMS and KB. Served

as an internal consultant to IT on behalf of the customer service / call center organization and assisted with the

launching, training and utilization of Witness and enhanced knowledge base document management.

Communicate monthly analyses details of performance trends and solutions for KPI’s trending downward.

Expert utilizing Management/Technical Support Resources and Reporting such as People-soft, Witness, Drive,

ACSS, Remedy, MARS, MTAS, My Info, Workflow Manager, Contact Visualization, Cognos, Manufacturer

Admin Tools, ADP, Noble Dialer, ISTA, ININ, Share-point. Demonstrate Excellent PC, MS Word, Excel,

Project, Access, PowerPoint, and Visio skills.

Selected Contributions

2014 1st Quarter Top Performing CSM in the North American Network.

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2013 Promoted to Spark Energy’s Call Center Sr. manager in less than a year.

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Selected by VZW Call Center Director as the “2012 Future Leader Program Sr. Ambassador” to

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enhance the local program with the primary goal of strengthening the organization bench of next

leaders.

Implemented Retention Strategies that reduced Spark Energy’s Customer Churn rates from 6.9% to 3%

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or less within a 6- month period.

Contributed to the Reduction in staff turnover by 15% in 2011, benchmarking a record-setting

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improvement in staff retention due to the successful execution and inspection of employee-development

and morale-building programs.

Elevated customer-satisfaction index from 91% to 96% within one year by developing the FCR Boot

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Camp for the technical support department; this ensured the swift resolution of customer issues to

preserve customer loyalty while complying with company guidelines.

Selected by the VZW Call Center Director as “The 2012 Best Coach” in the Houston Call Center and

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serving on special taskforce charged with turning around Area under-performing coaching methods.

Developed and Facilitated Be the Reason Task Force that completed 100% of the train the trainer

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sessions of new Quality Approach and Voice of the Customer Methodology.

Hired, trained and supervised local and virtual QA consultants in multiple WDTS centers

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(Houston, Folsom, Albuquerque) that improved employee performance. These efforts resulted in

the center's customer satisfaction ratings improving 6% points in a three-month period.

Contributions led the departing director to state in an email, “Through her leadership, our

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organization achieved dramatic gains in customer satisfaction and loyalty.”

Education

Strayer University, MBA Dual Concentration of Human Resource & Project Management

Excelsior University, Bachelor of Science in Business

University of Phoenix, CCOM

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