Customer Service Manager

*******************@*****.*** ****)**-**** PROFESSIONAL SUMMARY Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of Call Center Representatives. Hands-on Customer Service Manager effective in motivating others to reach their optimum potential. SKILLS Skilled in call center operations.Strong problem solving aptitude.Extensive history with predictive dialers.Talented client relations managerCustomer interface expertise.Multi-line phone operation proficiency.Committed to maintaining data integrity.Avaya Software knowledge.Extensive history with predictive dialers. WORK HISTORY 02/2000 to 09/2003 help desk tcnitian telcel michoacan mexico Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.Provided incentive to increase productivity by offering employees awards for best customer service.Managed call center from initial start-up to full operational status.Addressed and resolved customer product complaints empathetically and professionally.Gathered and verified all required customer information for tracking purposes. 10/2003 to 11/2004 costumer service electra michoacan mexicoco Evaluated consumer reports on a daily basisResolved service, pricing and technical problems for customers by asking clear and specific questions.Improved call center functionality and service capacity by resolving customer complaints efficiently and quicklyDeveloped all process controls and metrics for daily management of the Call Center. EDUCATION 2001 GED: sales representative escuela telesecundaria - michoacan mexico ACCOMPLISHMENTS Consistently commended by superiors for resolving volatile also bilingual thank you