Customer Service Manager
Resume:
Glenda Adams
Charlotte, NC *8227
************@*****.***
Over 20 years of professional experience in managing call centers, employee
supervision, product marketing and account management.
Contact Center Representative
Steritech, Charlotte, NC, July 2014-Present
. Answer calls and emails from US and Canadian clients and input all of
their account needs using dual screens and 10 different software
programs daily, while maintaining 98% accuracy, received incentive
bonus 1st month eligible and top 3 in accuracy- January 2015
. Take credit card payments, answer billing questions, troubleshoot log
in access and dispatch service calls
National Dispatch Manager/Human Resources Assistant
Joseph Eletto Transfer, Stone Mountain, GA April 2008 to May 2014
. Managed dispatchers which included interviewing, hiring, training,
scheduling and monitoring for 16 regions. Monitored over 350 drivers.
Submitted driver reports to Regional Managers & CEO
. Dispatch Office turnover rate went from 90% to 0% once made to have
total control over hiring process
. Encouraged office to enroll in company recommended direct deposit
program which went from 50% participation to 85% participation
. Successfully added three more regions to the contract, which took
regions from 13 to total of 16
. Handled background verifications, scheduled pre-employment drug
screenings, motor vehicle record checks, drivers license and truck
renewals
. Conducted new hire orientation and ensured new hires had computer
access within a one day period
. Assisted in ensuring that Federal and State laws and regulations were
followed including Department of Transportation regulations
. Responsible for weekly payroll for three regions including; data
entry, accounting and invoicing. Ensured that all deadline periods
were met and employees were paid as expected and on time. Handled
medical, dental and 401K benefits, assisted with property damages and
coordinated office events
Customer Service Supervisor
Blue Ridge Mountain Waters, Atlanta, GA, March 1999 to February 2008
. Managed staff of Customer Service Representatives which included
interviewing, hiring, scheduling, monitoring, training and performance
evaluations
. Monitored incoming and outgoing calls on antigen phone system,
maintained phone and sales statistics and resolved escalated customer
calls
. Decreased calls in queue wait time from 4 minutes to 1 minute
. Responsible for Accounts Receivable Department including; posting all
payments, account management, and collected over 90% of delinquent
accounts monthly
. Liaison between Technical Support, Route Sales Department and
Collection Agency
. Responsible for month end balancing, reconciliation and processing.
Ensured customer invoices were submitted and mailed by the first day
of each month, so that 50% of companies revenue was received by 15th
of month
. Prepared analysis and presentations for management and coordinated
office events
Office Manager
Rich's Travel and Cruises, Duluth, GA, September 1994 to March 1999
. Managed staff of agents and arranged all aspects of business and
leisure travel
. Increased the company revenue over 30% in first year
. Responsible for agency operations, hiring, training, monitoring,
advertising and marketing
. Prepared for Director: revenue and profit and loss reports, office
goals and incentives
. Repeat customer business retained to over 80% including bringing in
high profile clients
. Coordinated special events, promotions, trade shows and design of
marketing materials
Contact Center Supervisor
Travel Impressions, Atlanta, GA, June 1990 to August 1994
. Supervised 50-80 reservation agents, which included; scheduling,
sales and phone monitoring, training, performance evaluations and
resolved escalated calls
. Successfully trained three reservation agents to become supervisors
and two agents to become part of help desk
. Facilitated complex travel arrangements, responsible for data entry
on continuous computer and product changes
. Lead 11 different teams of Travel Agents on familiarization trips
Education/Computer Skills
Ashworth College-Norcross, GA-certificate in Bridal Consulting
American Career Travel School- Pompano Beach, FL-certificate in Travel &
Tourism
Chamberlayne Junior College- Boston, MA-A.A.S Degree-Medical Office
Assistant
Word, Excel, Outlook, Del Pay, Advantage, Cisco, Great Plains, Extend
Communications, Go E Merchant, Micro Soft Dynamics, Wells Fargo Cyber
Source, Lotus Notes, Taleo
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