Customer Service Manager

SHATARIA GRAY

**** ******** **. ******, ** ***** 407-***-**** ************@*****.***

PROFESSIONAL BACKGROUND

Results-oriented Customer Service Professional with diverse background in management and customer service. Dedicated to

providing excellent customer service and making operational and procedural improvements

SKILL HIGHLIGHTS

Business Systems Implementation

Customer Relations

Team Building/ Staff Training/ Development

Policy/Procedure Development

Strategic Planning

Productivity/Process Improvement

ACCOMPLISHMENTS

Promoted to Call Center Manager in 2 years

Awarded Employee of the Year in 2011

Recognized as Department of the year in 2014

Launched Customer Loyalty Program for prestigious accounts

Directed SOP implementation

Contributed to implementing various web tools and reports used to support accuracy and account management

Developed Call Center metrics for new Phone system

Managed 8 departments with 32 employees

PROFESSIONAL EXPERIENCE

Customer Service Manager Mar 2006 – Feb 2015

XYMOGEN Orlando, FL

Successfully managed the activities of 32 team members within 8 departments

Developed, implemented and monitored programs to maximize customer satisfaction and manage on -site customer

service representatives.

Interviewed, hired and trained new quality customer service representatives.

Provided detailed monthly departmental reports and updates to COO.

Developed and implemented policies, procedures and process improvement initiatives to impro ve retention rates and

increase customer satisfaction.

Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer

service department.

Customer Service Representative Nov 2002 – Feb 2004

TARPON SUPPLIES Orlando, FL

Create leads for sales reps by calling businesses to identify the purchaser of lighting and maintenance supplies

Confirm order validation and process Purchase Orders in Computer System

Assist with training new hires on phone system

EDUCATION

Coursework in Marketing, Business Management and Communications: May 2008

Valencia Community College Orlando, FL

GED: Feb 2000

Walters State Community College Morristown, TN

REFERENCES

Available upon request

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