Customer Service Manager

ZACH FOX **** RAINWOOD DR., FREDERICKSBURG, VA ***07 757-***-**** ****.*****@*****.***

HUMAN RESOURCES / PAYROLL SPECIALIST / MANAGER

Achieving smooth operations through outstanding communications, creativity, and management

High-energy professional with exceptional presentation skills; known for unusual ability to connect with people

combined with strong work ethic.

Quick learner who picks up new products, processes, and technologies rapidly and supports others in learning;

expertise in payroll software.

Additional core competencies include:

Communication Management Social Media

Training/Coaching Customer Service Call Centers

Leadership Process Improvement Presentations

Reports Promotions Hiring

CAREER HISTORY

INTUIT, Fredericksburg, VA 2011-2014

Customer Care Manager

Managed a group of 14 agents, including support with customer escalations. Coached team to achieve

customer satisfaction and handle-time metrics. Generated actionable call driver reports with analysis to

aid in improving business results. Ensured timely documentation for new product features and tax

forms in the knowledge base. Consulted with Learning & Development on the training needs of agents.

Highlights

Selected from among450+ agents to facilitate soft skills training with 600 outsourced agents in

Cebu, Philippines, because of exceptional training and coaching skills.

Played a key role in improving the escalation process as part of a small team of managers who

championed changing the process to meet customer needs.

Surpassed previous results on customer satisfaction metrics for new hire classes with a strategy

of focusing on each call and each day, rather than on monthly/quarterly goals.

Earned 15-20% higher ratings than any other client service agent after rapidly achieving expertise

in Intuit online payroll products; ranked as the top performing agent in 2012, and rose to

positions of increasing responsibility from temp to permanent to Tier 2 to manager.

QANTUM COMMUNICATIONS, Florence, SC/Auburn, AL 2008-2010

Program Director/On Air Talent

Managed a fully staffed radio station within a five-station cluster, and oversaw operations of the four

other radio stations. Led a popular morning radio show in two different markets. Promoted the station

via high-quality content for all social media, such as Facebook, Twitter, and LinkedIn.

Continued…

ZACH FOX 757-***-**** ****.*****@*****.***

CAREER HISTORY, CONTINUED

Highlights

Achieved Opelika-Auburn News 2010 Readers' Choice Awards as best on-air personality of all

radio stations in the market and Best Radio Station via analyzing the demographic and

researching/delivering targeted content.

Ranked #1 in a key demographic and recognized as a significant influence on sales.

SINCLAIR COMMUNICATIONS, Norfolk, VA 2006-2008

Music Director/On-Air Talent

Developed programming to retain and grow audience share via versatility in working in different

formats targeted to various demographics. Selected the music, devised promotions, and hired on-air

talent. Co-hosted the evening show. Collaborated with record label representatives on the planning and

promotion of live concerts.

Highlights

Launched a brand new country music radio station in a major market that is still #1 today via

effective promotions.

Overtook the #1 station in the market via visibility and ensuring the station covered every

possible event.

EDUCATION

Bachelor of Science, Media Studies, 2006

Concentration in Advertising

Radford University, Radford, VA

TECHNICAL PROFICIENCIES

Microsoft Office (Word, Excel, PowerPoint, Outlook), QuickBooks

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