Customer Service Manager

Lenora Southerland

Address: ** **** ******

Phillipsburg NJ, 08865

Phone 732-***-**** (Cell)

Email Address: **************@*****.***

Objective: To seek a challenging career in a Management position, in a Call Center/or Office Industry that will allow me to utilize my skills, by producing quality coaching and development which will build a productive and profitable environment.

Profile

More than 20 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, staff support, and planning/implementing proactive procedures and systems to avoid potential problems.

Management – Excellent Time Management, Written and Communication Skill, Proven background in Coaching and Development Skills. Six Sigma Lean Training and Leadership Course.

Ability to train, motivate and manage large teams of customer service employees. Using S.MA.R.T. Plan Methodology to improve overall team as well as individual productivity and performance.

Computer Skills – Proficient in Microsoft Office, Excel, PowerPoint, Outlook, Quick Books, and SAP, Avaya CMS, Cisco Supervisor Telephone Monitoring System Endeavor/Aspect Scheduling Software. Blue Pumpkin Agent Tracking System, ADP EZ-Labor Payroll Tracking System, OADES Imaging System, PETS Phone Tracking software.

Employment

12/2011 – 02/2015 CVS Caremark Corporation Fairfield, NJ

Call Center Specialty Pharmacy Supervisor

Manage 15 Pharmacy Service representatives for specialty medications for Federal Government contract.

Manage Hepatitis C, HIV and Transplant Therapy for critically ill patients.

Coach, Develop and Monitor Pharmacy Service Representatives ensure quality metrics are met as per FEP Contract.

Create, Implement and administer Standard Operating Procedures of departmental processes.

Evaluate and manage the HEPC Team average handle, ACW and inbound volumes via Avaya CMS, to ensure Performance Guarantee’s’ are met.

Recruit, Hire, and Train prospective candidates.

Conduct annual evaluations of employee monthly, quarterly and yearly objectives.

Process payroll, vacation and sick time, via Work brain and PeopleSoft Systems.

03/2009 – 05/2011 The Franklin Group Somerset, NJ

Call Center Operations Manager

Manage a $5 Million dollar budget, for Patient Assistance Program

Provide monthly forecast of departmental revenue and cost labor.

Manage 22 direct reports, Program Coordinator, Nurse Manager and Case Manager

Coach and Develop Reimbursement Administrators per clients contractual agreement as per Business Rules

Create, Implement and administer SOP’s of departmental processes

Predict call volumes via Avaya CMS, Cisco Supervisor Telephone Monitoring System and trends to ensure KPI’s are within contractual agreements.

Recruit, Hire, and Train prospective candidates

Conduct annual evaluations of employee productivity

Monitor staff to ensure quality metrics are met.

Implement SMART Plans for improvement as needed.

Process payroll, vacation and sick time.

12/06 –03/09 Vonage Corporation Holmdel, NJ

Call Center Supervisor

Supervise 15 – 20 Call Center Agents on providing quality customer service for VOIP Internet Telephone Service in a 600 seat Call Center

Monitoring, coaching and developing Call Center Agents to provide knowledge of VOIP, telecommunication product, and services.

Facilitate Team Meetings to improve processes and procedure of Day to Day Operations.

Monitor Billing, Sales, and Customer Service queues for call volumes via CMS Avaya System.

Track and Monitor Call Center Agents telephone activity through Crystal Reporting Systems.

Manage and Track Call Center Agents time for payroll processing through ADP EZ-Labor System.

Create and Implement team incentives based team productivity

08/04 –12/06 Unisys Corporation/NJ Medicaid Trenton, NJ

Call Center Supervisor

Manage and Supervise 28 Call Center Specialists to ensure all contractual requirements are met for processing New Jersey Medicaid claims.

Create and Implement the Operations and Reference Manual for the Call Center of all policies and procedures.

Create and Maintain Daily, Weekly and monthly reports in Microsoft Excel of call volumes from the Avaya ACD system.

Process requisitions in PeopleSoft software for contracted employees.

Coach, develop and monitor Call Center Specialist for quality assurance and client evaluations.

Create incentives for Call Center Specialist to eliminate retention and increase morale.

Interview, hire and train new employees as required by contractual agreement.

2005 – 2007 Raritan Valley Community College Somerville, NJ

Major Social Science

2007-2009 Middlesex Community College Edison, NJ

Major: Social Science

2011 – 2012 New School Of Theology Newark, NJ

Christian Divinity

Pastoral Counseling

References

Available on request

Contact this candidate