Customer Service Project

Michael Schmidt

**** ******** ***

Lincoln Park, MI 48146

Phone: 734-***-****

Email: **********@*****.***

OBJECTIVE

To obtain a position in management where I can contribute my diverse

experience and skills to ensure the organization exceeds expectations and

goals for superior customer service, high employee productivity, superb

quality, efficiency, low turnover, and maximum profitability.

QUALIFICATION AND SKILLS

Experience in moderate to high volume customer service and technical call

centers 11+ years

Extensive experience in customer service in agent, management, coach,

trainer, and technical support roles

Top level customer service and problem resolution skills

Experience in base level project management

Knowledge of Microsoft Office, ACD Systems, Cisco Networks, IVR, Workforce

Management Systems

Knowledge of inner and outer workings of inbound/outbound call centers

Knowledge of call forecasting and schedule creation based on forecasts

Knowledge in warehouse functions and logistics

Knowledge using mainframe systems specific to warehouse operations

Pursuing bachelor in business administration/management

EMPLOYMENT

December 2009-Present

Contact Center Supervisor, PSCU, Southgate, MI

. Provides direct management support for 15-20 agent team, works as

supervising point of contact for any of our 200+ agents on the floor

. Direct supervisor to two dedicated teams for top clients

. Team leader for cross sales project

. Team leader of Nortel integration project team proving operational

testing and support

. Team leader of CallPro Pilot project team providing direct support to

team and agents operating on the pilot project

. Team leader for the training team opening a new location in Oklahoma

. Tracks and maintains call volume metrics for CallPro project

. Tracks areas for improvement on CallPro project and works with team

members to improve processes to create the best available product for

the agents to provide the highest quality service to each and every

member

. Office team leader for annual review revision project

. Manages service levels during after hour times by offering Lack Of

Work, overtime recruitment, and moving personnel to other projects

. Manages service level during business hours by monitoring agent

productivity and engaging as needed to keep agents productive at all

times

. Monitors and coaches agents to achieve high quality scores and

excellent call efficiency

. Completes and delivers agent performance reviews on 90 day and annual

anniversaries

. Reports system errors to appropriate IT departments and monitors

situation until complete and remains the single point of contact until

resolution is completed

. Responsible for the hiring and termination decisions for contact

center

June 2008-November 2009 Customer Care

Coordinator, Walgreens-OptionCare, Ann Arbor, MI

. Provides extraordinary customer service

. Schedules deliveries for specialty drug orders

. Arranges shipping methods for deliveries

. Places outbound courtesy reminder calls

. Acts as liaison between patients and pharmacists

. Assists image index team on an as needed basis

. Reported and assisted in resolving call routing issue for the contact

center

April 2007-Sep 2007

Team Leader, Banctel.com, Troy, MI

. Supervised 25+ agents

. Coached and monitored agents to ensure quality and to maintain a high

level of customer service and satisfaction

. Responsible for talent management

. Responsible for measuring and reporting project metrics

. Assisted IT department with Telescript error resolution

. Assisted IT department with telecom issues

. Completed employee performance reviews

. Provided Superb customer service and problem resolution to all clients

. Worked with account managers to improve client relationships and

improve client satisfaction through improved practices and SOP's

Jan 2007-April 2007 (Project)

Contact Center Supervisor, Nuwell Companies, Ferndale, MI

. Advised on and implemented new call quality scorecard and monitoring

system

. Researched and implemented Nortel Phone and ACD system

. Completed staffing for contact center including hiring and scheduling

. Provided problem resolution and customer service to escalated callers

. Managed employees based on metrics to meet established goals

. Worked on project team to integrate calls from newly acquired offices

. Worked with office managers to improve processes for both the contact

center and the face to face representatives in each office

. Worked with office managers and MD's to create an IVR to better route

calls and provide general information to patients without needing to

speak to a live agent

Oct 2005-Jan 2007 Team

Leader/Knowledge Engineer, TechTeam Global, Southfield, MI

. Revamped new hire training program

. Completed training for new employees and existing employees on new

processes

. Created knowledge base articles using HTML coding

. Presented project metrics to Office Depot senior management

. Provided on call support for all critical warehouse production issues

. Worked as contact for warehouse vendor support groups

. Provided agents with additional support to assist with problem

resolution and to focus on first call resolution for each customer.

. Reviewed ticket escalations for completeness and forwarded to

appropriate support team

. Met with application support teams for process improvements and

improved SOP's

. Assisted with building team schedules and forecasting in Blue Pumpkin

. Revised IVR system during system outages to inform callers of the

issue before reaching an agent to help manage call volume and service

levels

. Met with Office Depot senior management during on-site client visits

to update on current metrics for the contact center and to improve

client relationships

June 2003-Aug 2005

E-Commerce Support Agent, McKesson, Livonia, MI

. Provided technical support and superior customer service to

retail/hospital pharmacies

. Acted as single point of contact for chain pharmacy division

. Sole agent responsible to provide service the two largest chains

. Assisted QA department with enhancing system interfaces

Education

2014-Present Pursuing Bachelor Degree - Business Management,

Eastern Michigan University, Ypsilanti, MI

2012-2013 Associate Degree -

Business Administration, Schoolcraft College, Livonia, MI

2007-2010 Associate Degree of the Arts -

Business Transfer, Schoolcraft College, Livonia, MI

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