Customer Service Manager

TIMOTHY A. MILLER

**** ****** ***** ***** ****: 717-***-****

York, Pennsylvania 17408 Email: *******.********@*****.***

Summary

Manager with extensive experience in developing, training and motivation of others. Highly successful in the start up of new teams of associates and the ability to have them up and running and profitable within a short time frame as proved by work with call centers and customer support centers for major corporations. Proven strength is to take a group from start to finish by efficiently training them in a short period of time so they can be productive immediately. Recognized for outstanding collaboration with cross-functional groups in complex environments.

Professional Experience

SimplexGrinnell, Mechanicsburg, Pennsylvania

Service Manager 2009-Present

Manage Service Department of 75 service technicians and inspectors as well as administrative and support staff. Responsibilities include the training and development of all staff members and ensuring the highest level of customer service to all of our accounts. Responsible for increasing department revenue and margins, preparing financial reports and reporting out on departmental performance to senior management.

Increased annual department revenue by over 10% for 5 years while maintaining or growing departmental margins.

Increased operating efficiencies across the board for all job classifications.

Developed local incentive programs to recognize and reward overachieving staff members..

Comcast Corporation, Lebanon, Pennsylvania

Manager of Customer Care 2005-2008

Managed team of 120 agents and 7 supervisors in an inbound call center environment primarily tasked with handling customer billing issues, technical troubleshooting and transitional sales upgrades.

Developed supervisor scorecard and tracking system to assist in the development of supervisory staff and as a motivational tool.

Implemented “nesting” program for new hires which enabled them to more easily assimilate into the call center floor environment allowing them to become productive more quickly and reduce their learning curve.

Increased overall upgrade sales by over 75% within my first year and 25%+ growth in the following years.

Dun & Bradstreet, Bethlehem, Pennsylvania 1991-2005

Resource Manager (1998-2005)

Manage team of twelve customer service associates responsible for inbound customer service calls. Responsible for training, development, motivation and evaluation of all associates.

Created training workshop and certification tools for transition of group to outsourcing company that was critical for smooth and timely transfer of work.

Centralized evaluation methods into one report containing all statistical data from satellite locations allowing for consistent and real time evaluations of all associates which allowed for faster and more accurate feedback improving associates performance.

Implemented two week training course for new managers which ensured consistent and accurate training program for their associates.

Developed software for computerized routing of work flows to the proper teams, which eliminated manual routing and reduced handling time by 50%. Increased production by 33%.

Started and managed start-up team to handle new workflow absorbed by department, which generated 15% increase in revenue for group.

Complaint Manager (1995-1998)

Coordinated all high level complaints with direct customer interaction to prevent situation being elevated to legal department.

Created complaint-tracking system, which allowed for analysis and evaluation of past cases to determine patterns that helped identify service failures, which were then eliminated.

Implemented customer service training program, which improved overall handling of calls that reduced complaints by 20%.

Delivered customer call back on complaints 100% within 24 hours which reduced escalations to legal by 14%.

Other Related Experience (1991-1995)

Held various field level positions throughout the United States with Dun & Bradstreet. Primarily responsible for the gathering and update of business and financial data.

Education

Bachelor of Science, Quantative Business Analysis, Pennsylvania State University, State College, Pennsylvania Class of 1990.

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