Customer Service Manager

Do Dixon

Team Lead

Riverview, FL

********@*****.*** - 336 -307-5242

WORK EXPERIENCE

Team Lead

APAC Customer Services, Inc - Tampa, FL - August 2012 to May 2014

Transferred from NCO Group to APAC (affiliated UPS customer service sites) to help increase quality and

performance.

- Supervised staff in daily operations and monitored performances for a team of 20-25 agents.

- Provided coaching, counseling, and training to team members.

- Performed quality review on recorded calls according to call center procedures.

- Met with each agent on a weekly basis to review overall performance.

- Educated agents on all policies and procedures.

- Ensured calls were answered in a timely manner by monitoring calls on ACD system.

- Managed the team's adherence and attendance.

- Completed payroll

- Monitored all queues according to ASH Performance Standard goals.

- Performed necessary research, resolving issues and responded to inquiries from internal and external

customers.

- Researched and resolved issues from escalated calls.

- Researched issues thoroughly by interfacing with Manager or other departments.

Strategic Customer Service Supervisor

NCO Group - Greensboro, NC - June 2004 to May 2012

Supervised 30-40 Strategic Customer Service Representatives, handling UPS multi-million dollar

accounts.

- Consistently maintained #1 team in the site from 2009- 2011 with a quality of 85% and above.

- Assisted in updating and implementing Policies and Procedures as needed.

- Worked closely with management to achieve team and department goals.

REFERENCES AVAILABL E UPON REQUEST

EDUCATION

B.S. in Computer Engineering

North Carolina A & T State University

2003

ADDITIONAL INFORMATION

SKILLS PROFILE

- Proficient in all Microsoft Word, Excel, Outlook, and PowerPoint as well as Adobe.

- Customer Service experience.

- Ability to manage multiple priorities.

- Strong oral and written communication skills, with a typing speed of 75 wpm.

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