Manager Customer Service
Resume:
Shawn Walcott
Ashburn, VA *0147
************@*****.***
Summary: Skills /Qualifications:
•Equivalent related work experience
•Proven account management skills which have been demonstrated for a
minimum of (16) years in the travel industry
•Excellent presentation skills
•Proven oral and written communication skills
•Strong negotiation skills to assist in obtaining best possible contractual
terms
•Ability to analyze and evaluate data in order to identify opportunities to
reduce costs and to recommend appropriate solutions .
•Working knowledge of financial and business models related to service
programs .
•Clear understanding of the various industry fees
•Problem solving skills to be able to listen, identify the root problem,
present appropriate alternative solutions, and dete rmine the best solution
using a systematic approach.
•Mathematical and analytical skills for interpretation of data,
trends, and opportunities .
•Knowledge and familiarity of technica l products offered by competitors and
related industry offerings .
•Ability to proactively anticipate needs of client and integrate new
creative ideas and technology as appropriate .
•Ability to lead internal team to continue to perform to meet and exceed
client expectations .
•Ability to maintain positive attitude .
Skills:
Proficient in MS office application software, Livery Coach Software, Oddessy
Incontact Phone System, Avaya Phone System
Education:
Borough of Manhattan Community College, N.Y 1/1989 - 5/1991
Experience:
Maximus Federal Services
Mclean VA 22108
Call Center Supervisor
• Supervised a team of schedulers in their daily activities, including setting member
appointments, trouble shooting, customer complaints and follow-up on customer service
satisfaction
• Responsible for ensuring team compliance with company rules and regulations regarding
customer support.
• Prepared reports on team efficiency for call center management.
• Participated in the interview process, training and development of newly hired staff.
• Compose detailed annual performance evaluations.
• Prepared and Audited team productivity reports and timesheet to ensure accuracy.
• Provided frequent and consistent communication, both verbal and written, to agents,
management and/or other departments.
• Assists in Planning when additional help is needed to ensure deadlines are met.
• Checks planning during the day to stay on top of coverage.
• Meet with agents to ensure campaigns are running properly.
• Checks Dashboard for amount of times spent on/off phones.
• Assist Quality and Training with coaching and feedback when necessary.
• Assist Agents with questions/answers
• Monitor Floor and ensure everyone is focused
• Communicated with HR regarding any absences pertaining to the agent daily schedule
• Checks emails and sends broadcast with any new notifications.
• Report out Productivity stats during the day.
• Communicated with Provider Services to ensure NP schedule are being filled accurately.
• Responsible for checking phone line to ensure all lines are properly working before the
first shift and during midday.
• Used computerized or manual systems for tracking, information gathering, and/or
troubleshooting.
• Meet client daily production specific goals
• Performed Key Performance Index reports
Dulles International Limousine 09/2008 –2014
As hburn VA 20147
Dispatch Manager
• Supervised a dispatch staff of seven and oversaw day to day operations .
• Plans, organizes, assigns, prioritizes, and delegates the work of dispatch sta ff.
• Assists with screening of new a pplicants and makes recommendations for hiring,
termination or disciplinary actions, Provides instruction to new hires (dispatch and
chauffeurs ) as required.
• Assigns, evaluates, trains and disciplines staff
• Managed scheduling of personnel and work assignme nts and may adjust procedures
to meet service requirements .
• Monitors daily work flow for quality and accuracy to include; telephone calls, calls for
service and radio traffic as necesary.
• Trains, coaches employees and provide s work guidance to employees
regular review of performance .
• Assists employees in solving work problems ; maintains cooperative and compatible
working relations .
• Assists with the preparation of training manuals and other reference materials
necessary to support the dispatch staff.
• Ensures dispatch and chauffeured staff members comply with company policies and
procedures .
• Ensures the operational readiness of equipment related to the communications
center emergency telephone system, user and affiliated agency radio systems,
access control, alarm monitoring, and the department's dispatching system.
• Updates information such as map changes, premise hazards, informational files, etc.
Commonwe alth Worldwide Chauffeured Services 09/2006 –09/2008
Long Is land City, NY
Operations Manager
• Reporte d to Regional Director or VP, Client Solutions Group.
• Interacted on a regular basis with client trave l managers, executive
directors, and senior division managers such as : strategic sourcing,
procurement, and finance
• Participated with sales team in best and final sales presentations .
• Collaborat d with operations managers in assessing the operational
configuration of accounts and in resolving critical operational issues
• Worked with Finance in preparing and ensuring the accuracy of client
monthly statements
• Developed, implements and manages client business plan
• Prepares and delivers quarterly, semi-annual or annual business reviews to
primary contacts
• Maintains in-depth understanding of client's and company’s supplier contracts
• Produces, distributes and analyz s management reports to key travel
contacts
• Monitored supplier contract performance and program
• Managed client communication and education efforts
• Identified client growth opportunities
Netjets, Inc . (Columbus, Ohio)
c /o CLS Worldwide Services LLC (NYC) 8/1999 –9/2006
Account Executive / Ground transportation Supervisor
Account/Dispatch Manager
• Worked as a liaison between Netjets Inc. a nd CLS
Worldwide Chauffeured Services .
• Supplied chauffeur ed transportation for Netjets Inc. on a Worldwide basis .
• Responsible for the day to day operations of the account.
• Managed and Supervised 10 person office staff
• Prepare data and initiated presentations at company mee tings and
correspond with company representatives on upcoming events .
• Renegotiated terms and conditions relative to rates and policies .
• Prepare correspondences, document invoices, including rate structures for
client base.
• Monthly reporting detailing service issues and related financial profit/loss .
• Maintain in-office calendar and training calendar.
• Kept track of schedules /appointments Format and review invoices for verification
of charges .
• Create and reconfigure client data bases
• Currently Servicing Accounts : Netjets, Sony Music, JP Morgan)
Arrow Trans portation, Queens, New York 1/1997 - 8/1999
Reservations Manager
• Supervised an operations staff of 15.
• Review daily work load and applied logistical (Third party) support when
required.
• Maintained client base (Client relations and meetings )
• Updated company client based price structure minimizing loss and improving
profit.
Eastern Group (Citicar), Long Is land City, N.Y 7/1991 - 12/1996
Dispatch Manager
• Managed a staff of four responsible for scheduling, employee payroll
and worked closely with the client relations department.
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