Customer Service Manager
Resume:
Vernell L Ellis
Colonial Heights, VA, 23834
***********@*****.***
Manager, Customer Service Experience Summary
Vernell demonstrates being dependable, hardworking, and an honest skilled
Supervisor with over 15 years combined of Management, Training and Customer
Service experience. Vernell is very goal oriented, organized, direct, and
self-determined. I express confidence in management skills, training, and
communication skills. Communication skills are demonstrated both verbally
and written. I display great team ethics and enthusiasm within the work
environment. As a member of management I am responsible for managing all
call center operations. I assist with providing information to more
prominent members of management during nightly conference calls. I assist
with coaching and developing supervisors to become more productive and
confident in their current roles.
QUALIFICATION HIGHLIGHTS
. 18 years in Customer Service
. 6 years in Management
. 3 years in Training
. 3 years in Collections
. Associates Degree A&S
Education
Graduated from Omaha Central High School Douglas County, Omaha, NE
Associates Degree in Arts and Science - JTCC - Chester, VA - 2008
Bachelor's Degree in Human Services - VCU - Richmond, VA - current student
CERTIFICATIONS / TRAININGS
GDIT Certifications -
Tier II on all LOB,
Tier II on General Medicare.
Certified Internal Support Group Agent
Certified Supervisor as well as knowledgeable in the below areas:
Defining Customer Service
BCC-U Targeted Coaching 301-Using the Touch Base Agenda
Time Management: Planning and Prioritizing Your Time
Security and Privacy Incident Reporting
Embracing Organizational Change
Delivering Difficult Messages
Managing Change
BCC Six Sigma (5/5 courses)
Interacting with the Customer
TECHNOLOGY
Software
Microsoft Real Time Adherence
PeopleSoft Empower
Excel Next Generation
Desktop
ETS Verint
Word Radmin
Avaya CCPulse
PowerPoint
Customers Supported
GDIT
Professional Experience
GDIT Chester VA
From: Nov 2007 - Current
Manager
Currently as an Manager, I manage a team of 8 Supervisors. On a nightly
basis, I am responsible for up to 250 employees and this includes all
operational staff. I assist the Supervisors' with maintaining their goals
as a team. I conduct Supervisor One on One's; provide feedback, rewards,
kudos as well as disciplinary action when necessary. I assist with the
training and developing the Supervisors as a Manager. I create sheets that
assist with organization, which allows the Supervisors to work more
diligently and efficiently. As a member of management I attend weekly
meetings with all Managers as well as one on one's with my direct Manager
for coaching and development of myself. As a RFT Supervisor, I supervised
groups of up to 25 agents. I assist them with their daily concerns, while
coaching them for improvement. I work closely with customer service
representatives and other Supervisors as well as Managers to ensure that
all functional areas in the company are working properly. I act as a point
of contact for the members of the team as well as members of Management. I
enforce the call center expectations, policies and procedures.
Monitor Calls and Coach CSR on calls weekly
Monitor Productivity, quality, adherence and attendance by reviewing ALL
reports
Complete and deliver performance warnings (verbal, written, and PIP's)
Review Scorecard Scores weekly and Coach on Scores when necessary during
one on one's
Complete and deliver performance appraisals
Team Motivator along with practicing GDIT's Core Values and acting as a
role model
Interview, Certifications and Terminations when necessary
Certified in Part a II/B II/DME II Claims, Tier II, ISG
Facilitate and deliver Desk to Desk Training's along with other trainings
when necessary
Communicate changes and updates to the team to ensure all members
understand
Attend Calibration Sessions bi-weekly
Conduct Conference Calls
Act as mediator when difficult situations arise with Supervisors and
CSR's.
General Service Bureau Omaha, Nebraska
From: Jul 2002 to Aug 2003
Account Manager
Here I offered recovery services for all types of businesses and
industries. I complied with the Ethical Standards of the American
Collectors Association and the Fair Debt Collection Practices Act. I
managed accounts with unsettled medical bills, clarified differences of
HMO, PPO, and Medicare and Medicaid Insurance. As a new employee I
collected over $25,000 alone in one quarter.
Secured payments on incurred debts by phone contact
Performed outbound calls to collect on past due accounts
Performed Skip Tracing
Implemented new strategies that had proven successful to other collectors
West Telemarketing Omaha, Nebraska
From: Jun 1994 to Sep 1999
Trainer/Supervisor
At West I received and processed incoming/outgoing calls. This included
obtaining, entering and verifying customer information (names, addresses,
credit card numbers, etc.) answering questions, resolving issues, adhering
to scripts, and attempting to sell products or make up-sells when
necessary. I trained classes of 20-25 employees on different call types,
inbound and outbound. I also supervised groups of up to 30 employees in
OJT (On the Job Training).
Modified Training Materials
Taught different policies and procedures along with the use of the PC to
new hires
Trained on inbound calls from as seen on TV sales, QVC sales, Phone Card
Activation etc.
Trained CSR's on Diffusing the Anger of an Irate Customer
Monitored Attendance
References Available Upon Request
Contact this candidate