Customer Service Manager

Terrie Stone

Regulatory Compliance Customer Operations Manager - Percepta

Rockledge, FL

**********@*****.*** - 321-***-****

Customer Service Manager experienced with all facets of the hiring, training, coaching and development

processes of Call

Center Representatives. Highly skilled in negotiating, instructing, and supervising others.

WORK EXPERIENCE

Regulatory Compliance Customer Operations Manager

Percepta - Melbourne, FL - December 2008 to Present

Manage Dispute Resolution Program and Consumer Intervention processes for Client Company to ensure

compliance with State and Federal Government regulations specific to consumer laws

Review any changes to State Consumer Laws and filter information to appropriate personnel

Respond to the State of New Jersey Semi-Annual Questionnaire

Respond to the California Arbitration Certification Program quarterly reviews

Comply with documentation and case file retention requirements

Manage relationships with key vendors and stakeholders

Respond to any requests from The Offices of General Counsel

Met or exceeded service and quality standards every review period

Developed process controls and metrics for daily management of the department

Monitor metrics and work Queues and redistribute workload as appropriate

Provide coaching and feedback

Prepared reports and communication for senior management and clients

Hold monthly team meetings to review metrics and discuss any process and procedure changes

Approve payroll, perform monthly and annual reviews, and other administrative duties as assigned

Dispute Resolution Specialist

Percepta - Melbourne, FL - March 2007 to December 2008

Addressed and resolved customer product complaints

Research, settle and/or defend informal warranty dispute claims brought against Client Company through the

Better

Business Bureau Auto Line Arbitration Program

Determine eligibility for relief based on applicable state laws, and program guidelines

Gathered and verified all required customer information for defense or settlement purposes

Fulfilled department manager's role during scheduled vacations and off-site travels

Supervisor

Percepta - Melbourne, FL - April 2006 to March 2007

Assist inbound call team by taking calls when the call volume is high

Managed customer calls effectively and efficiently in a fast-paced and challenging call center environment

Defused volatile customer situations calmly and courteously

Accurately documented, researched and resolved customer service issues

Analyzed call volume and average call time to monitor Customer Service Representative's performance and

productivity

Provided feedback on errors found during the handling of phone calls

Monitor employee's auxiliary time to ensure schedule adherence

Inside Sales Coordinator/Office Supervisor

FLORIDA CITY GAS - Rockledge, FL - August 1988 to September 2005

Supervised the inside sales/marketing department

Maintained a professional environment geared toward customer and employee satisfaction

Approved payroll, personal time off, vacation and sick leave

Assisted in the hiring process for the sales/marketing department

Tracked various milestones in the sales/marketing process

Prepared monthly sales/marketing reports for and assisted with the preparation of the monthly-consolidated

marketing

report for all affiliated companies

Assisted with the development of the annual budget and reviewed monthly budget reports

Administered the Energy Conservation Program regulated by the Florida Public Service Commission for the

new

construction and commercial markets

Maintained a high performance in the area of new construction and commercial development

Assisted with the development and roll out of new marketing programs geared towards growing the new

construction,

existing residential and commercial markets

EDUCATION

Bachelor of Science in Health Care Administration

University of Phoenix - Phoenix, AZ

2014

Associate of Arts in Business Administration

Axia College of the University of Phoenix - Phoenix, AZ

2011

ADDITIONAL INFORMATION

Skills

Regulatory Compliance Time management

Talented client relations manager Management of successful teams

Skilled in call center operations Problem solving

Adheres to customer service procedures Effective written and verbal presentation

Avaya Software knowledge Negotiating

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