Customer Service Management, SAP Skills, and MS Office.

My career objective is to deliver superior quality management, leadership, and support. Cultivate talent, promote teamwork, improve departmental system performance, and process efficiency to build successful operations through strategic management.

Professional Experience:

The Jones Group

Customer Service Manager

June, 2008 – April, 2014

•Responsible for all Customer Service Supervisors

Conducted weekly touch base meetings, discussed issues or problems, reviewed solutions, and employee performance

•Reviewing and Approving Employee E-Time

Reviewed and approved weekly E-Time in ADP, questioned overtime, supervisor approval, and tracked vacation

•Monitoring Processes and Departmental Operations

Reviewed daily processes and operations for improvement, implemented changes, and improved departmental performance

•Employee Management

Managed a departmental team of thirty employees, approved yearly reviews and corrective action, set expectations

•Project Management

Coordinated departments for joint and departmental projects, team development, project deadlines and communication

•SAP Process Upgrade, Implementation, and Enhancements

Headed the SAP departmental upgrade, developed new daily system SAP processes and procedures to be utilized

Created the new SAP departmental training program, identified system issues, bugs, and problems in need of solutions or fixes

Developed, tracked, and logged all system projects and enhancements, improved departmental efficiency and user performance

Collision Experts International

Claims Care Supervisor

January, 2003 – March, 2008

•Responsible for the Claims Care Team taking the First Notice of Loss

Monitored claim reps, constantly reviewed queued calls, pulled various claim calls for compliance, continuous training

•Supervised Fleet Operations

Managed inbound claims team, internal hotline for questions and escalated calls, followed up on outstanding claims

•Coached Emotional Training

Trained reps on emotional states, calming customers, gathering facts, providing all-star customer service and support

•Developed Employee Scheduling

Generated monthly schedules, reviewed and approved vacation, reviewed and approved weekly employee time

Education:

University of Phoenix

July, 2014 - July, 2016

Master of Management

University of Phoenix

January, 2012 - July, 2014

Bachelor of Science in Business Management

Axia College / University of Phoenix

January, 2010 - January, 2012

Associate of Arts in Foundations of Business

U.T. Academy

January, 2000 - January, 2004

High School Diploma

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