Customer Service Manager

Gazelle N. Williams

**************@*****.*** • 757-***-****

Professional Objective:

Management /Marketing / Public Relations seeking a challenging and rewarding position within a setting that best utilizes my experience / training and offers opportunity for career advancement.

Interpersonal & Strengths:

MANAGEMENT / MARKETING / COMMUNICATIONS

Trained in analysis, troubleshooting/problem-solving, strategic planning of operational telephony applications

Self-determined in developing professional business relationships.

Skilled in all phases of personnel management, employee motivation and training.

Demonstrated work ethic with proven initiative and dedication.

People oriented with strong interpersonal communications skills.

Computer literate in system / software to include: Windows / Word / Excel/ PowerPoint/ Access Database, Witness, CTI applications, and KRONOS/ADP payroll systems.

Formal Education:

BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT & MARKETING

University of North Carolina at Greensboro

CERTIFIED CORPORATE TRAINER

Achieveglobal Inc. 2003

Professional Experience

VERIZON, INC. HAMPTON, VIRGINIA

Fiber Solutions Manager August 2014 to Present

Oversee staff of 16 Fiber Customer Support Analysts within Fiber Solution Center.

Manage site sales program (Lead To Succeed) in which $2,000,000 has already been performed in sales and will train, coach, create promotional campaign for employees in which they will exceed $4,000,000 sales quota.

Administer daily coaching development sessions, maintain payroll and performance evaluations.

Observe numerous quality calls and assist with reinforcing new found training.

Assist with escalated calls and report to senior management / personnel when required.

Utilize various reports in order to monitor trends, call drivers and customer opportunities.

COMCAST CORPORATION HOUSTON, TEXAS

Technical Support Supervisor December 2013 to July 2014

Oversee staff of 13 Customer Account Executives within Technical Support Division and oversee entire second shift division.

Maintain day-to-day operational initiative such as employee evaluations, payroll and various administrative initiatives.

Work with cross-functional teams located in multiple States in order to streamline multiple processes.

Responsible for interview and selections of new employees within call center.

Implemented recognition initiatives that enhanced employee morale and productivity.

Cross-trained in a wide range of areas to include: Principles of Leadership, Diversity and Inclusion Training and Labor Union Prevention Training.

HOUSTON CHRONICLE /HEARST MEDIA COMPANY HOUSTON, TEXAS

Zone Manager March 2014 to June 2014

Manage 15 distributors and oversee operation of single copy newspaper delivery for 1,500 stores.

Create and design marketing material for product positioning and organize fundraising activities.

Negotiate vendor contracts and manage Profit & Loss financial ledgers.

Oversee two 30,637 square feet Distribution Centers ensuring product is delivered, assembled and safety guidelines are administered.

Built rapport and established a network of communication with 2,000 store managers.

MOLINA HEALTHCARE HOUSTON, TEXAS

Member Services Manager January 2012 to December 2013

Oversee staff of 2 Medicaid Supervisors, 1 Medicare Supervisor, 3 Team Leads and 39 front-line employees located in Houston Member Services call center.

Indirectly manage staff of 3 Medicaid supervisors, 3 Team Leads and 50 front-line employees located in Dallas Member Services call center.

Assist Director with ongoing-delegated projects and function as Acting Director during her absence.

Administered numerous presentations in quarterly Member Advocacy meetings with multiple departments and members.

Maintain monthly Compliance Reports and Quarterly State Reports for Texas Member Services Division.

Responsible for interview and selections of Agents and Supervisors.

AMERIGROUP VIRGINIA BEACH, VIRGINIA

Customer Care Manager May 2011 to December 2011

Assisted with orchestration of on boarding process for new managers at the NCC Virginia Beach site.

Served as Project Lead for a cross-functional team that created a quality infrastructure for front line employee calibration sessions.

Conducted interviews, screened applicants and hired front-line employees and Customer Care Manager for West Regional Service Center Customer Care division.

Oversee daily business activities of 31 associates as well as train new Call Customer Care manager at West Regional Service Center.

Operate as acting Director of Customer Care during Director’s absence.

Participated in various trainings such as Leadership Development, Cultural Experience, Management Essentials, and Managing People at Amerigroup First 100 Days and Learning Champions.

Worked as an active participant on various project teams such as: BCRP, Atlas 2.0, Updating NCC Supervisor Resource Guide, Target Vision, Customer Experience Book Club, Virtual Job Simulation (Shaker Consulting Online Simulation), Organizational Development with Inter-Aging training and administered NCC Perfect Attendance Contest for employees.

OFFICE OF HUMAN AFFAIRS NEWPORT NEWS, VIRGINIA

Director July 2009 to May 2011

Responsible for budget of $3 million dollars and maintain accounting ledgers for 10 divisions.

Directly responsible for 8 managers (10 departments) with 150 frontline employees.

Maintain monthly business report for Executive Director and yearly Performance Evaluations for managers.

Organized yearly Board of Director’s retreat as well as facilitate monthly presentations for Board members (progress reports)

Successfully raised $500,000 in fund raising efforts through government grants and private investor’s donations.

G&M RECORDS VIRGINIA BEACH, VIRGINIA

Entrepreneur / Business Owner January 2000 to August 2012

Created Production Company servicing local talent within Hampton Roads community and surrounding cities.

Performed in over 50 live events within Virginia, North Carolina, South Carolina, Florida, Tennessee and Alabama. Was a guest speaker at a National Music Convention in Atlanta Georgia with over 3,000 attendees.

Created and executed on marketing and promotions campaigns placing products in Virginia, Delaware and Maryland retail stores.

Managed over 20 volunteers and interns in which they assisted with street promotions, marketing, public relations and operations.

Maintained online website in which products were sold nationally and internationally.

Established internship programs with Old Dominion University, Hampton University, Norfolk State University, Regent University and Christopher Newport University students in which they received hands on experiences with learning Entrepreneurship/Marketing & Promotions

TIME LIFE VIRGINIA BEACH, VIRGINIA

Call Center Manager May 2005 to August 2007

Maintained staffing, attendance, payroll, performance appraisals, employee records and led on–the-job training sessions.

Revamped Seasonal Supervisor’s interview process by creating additional phases that identified high performing candidates.

Administered multiple benefits updates and changes to performance merit payout presentations to over 300 employees.

Conducted interviews, screened applicants and hired over 130 front-line employees and supervisors.

Implemented a sound coaching action plan process for supervisors, created weekly performance tracking reports, designed Training and Development programs for supervisors in the following areas: Myers Briggs Personality Test and Interpretations, Leadership and Change Management Training.

THE VIRGINIAN-PILOT / LANDMARK COMMUNICATIONS NORFOLK, VIRGINIA

Call Center Manager November 2002 to May 2005

Managed staff of 6 supervisors and 56 front-line employees in Circulation/Marketing Center consisting of; Customer Service, Telemarketing, Switchboard and Data Entry departments.

Crafted job descriptions/compensation structures for 7 titles and authored employee handbooks for multiple departments.

Forecasted and maintained a 1.6 million operating/revenue P&L budget and implemented initiatives that improved customer relations.

Trained over 150 employees and interviewed/hired over 100 front-line employees and 4 supervisors.

Developed formal system for employee file documentation, oversaw sensitive personnel issues such as sexual harassment cases, terminations and created corrective action documentation templates for entire company.

GATEWAY COMPUTERS HAMPTON, VIRGINIA

Technical Support Manager March 1997 to September 2001

First manager hired out of 1,500 candidates in order to build a Gateway Hampton Technical Support Call Center with a startup project budget of $10 million.

Worked with Anderson Consulting in coordination of a wide range of Human Resources recruiting polices which allowed me to hire over 750 high caliber technicians and 50 Technical Support Managers.

Trained new managers and recruited over 50 new employees for a new Gateway Technical Support site in Rio Rancho, New Mexico.

Established company’s first-ever performance management process and coordinated training for technicians.

Facilitated future staffing needs and developed new sourcing programs for attracting new employees.

QVC NETWORKS CHESAPEAKE, VIRGINIA

Supervisor June 1996 to March 1997

Administered quarterly performance appraisals, facilitated weekly presentations, organized daily team meetings and spearheaded various continuous improvement projects.

Managed weekly payroll and tracked point system attendance policy resulting in several terminations of low performing employees.

Attended multiple job fairs and conducted interviews, screened/hired 60 employees demonstrating high performing skill sets.

Created internal recruiting process and strategically built company’s first Staffing Operations utilized by 400 employees, 35 supervisors and 8 senior managers in Chesapeake, Virginia.

Cross-trained in Zig Ziglar Frontline Leadership and Skill Path (Dealing with Difficult People Training)

AMERICAN EXPRESS CORPORATION GREENSBORO, NC

Marketing Services Operation /Customer Service/New Member Cards October 1989 to June 1996

Created effective consolidated gate management reports for Marketing Services Team leaders and Service Delivery Leaders.

Operated within leadership of Workforce Management Division, managed 6 Operations Analysts.

Established positive rapport with customers, vendors and employees via effective customer service.

Cross-trained in a wide range of areas to include: Team Building & Concepts, Drake Beam

Morin Outsourcing Readiness Program, Kassett Customer Service, Front-line Leadership and Diversity Training.

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