Customer Service Manager
Resume:
Rosellen C. Storm
Box ****, Southold, N.Y. *****
*******@*********.***
Customer Service Professional
Summary of Qualifications
• Skilled in developing and motivating high performing teams and individuals.
Background includes experience in operations management, customer service
delivery, personnel administration and labor relations.
• Dedicated to service excellence related to internal and external customer base.
• Strong interpersonal skills.
• Adept in problem solving, initiating and implementing plans of actions.
• High energy level, excellent follow-up skills, strong attention to detail.
• Highly proficient in Microsoft office suite applications.
Professional Experience
Verizon Communications – Customer Service Partner February 1990 – 2014.
Key Accomplishments
• Created and implemented action plans to positively impact customer service results.
• 2011 Verizon’s President’s List Award for work accomplished during the work
stoppage in Verizon.
• Responsible for leading teams of 100- 300 Directory Assistance Operators, up to 40
of whom were direct reports.
• Trained and developed associate’s skills in order to meet and exceed all standards of
job requirements including efficiency, service results and revenue objectives. Met or
exceeded all objectives in 2013.
• Coached, motivated, observed and analyzed performance. Provided continuous
feedback and yearly appraisals.
• Responsibilities include administrative duties that comprise scheduling, attendance,
overhead management, personal and office objective setting, call answer
performance as well as cost control.
• Achieved success in the methodical consolidation and or close down of three offices
including the movement of essential records and supplies while maintaining both
quality and efficiency objectives as well as caring for the associates involved.
Education
• Bachelor of Science, Business Administration, State University of New York
1997.
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