Customer Service Manager

Andrea M. Russell

**** ****** ***** ***, *************, GA 30045

Cell 404-***-****

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

Professional Summary

A high-performing Customer Service Manager /Client Engagement/ Project Manager with extensive

experience managing operational teams in a fast-paced environment including internal and outsourced

call center teams and field staff. Experience working across IT groups to build a CRM solution, including

developing test plans for User Acceptance Testing (UAT), and conceptualizing a call center from the

user’s perspective. A proven track record of structuring resources and implementing projects that yield

measurable results including cost education, productivity gains and improved processes performance.

Technical Skills

SAP, SalesForce.com, MS Office Suite, MS Project, Visio, BPMN, MS Access, AS400, MAS200 Query,

EDI Billing, VCR, ICU, B2B & B2C, SharePoint, Lotus Notes, IVR, QuickBase, and variety of custom

software applications.

Experience Highlights

General Financial/Verifaz, Atlanta, GA 06/2014-Current

P roject M anager/Business Analyst

• Manage, facilitate and lead requirement sessions and communicate project needs across

f unctional teams within the organization. Solve daily problems as well as create UAT test

p lans/scripts and validate test results.

• Work with the operation department (Call Center) in assessing gaps in the day-to-day

operations-call abandoned rate, call center reporting matrix, staffing levels, etc.

• Maintain and implement changes in QuickBase while acting as a liaison with the offshore IT

team for PHP and WordPress change request and technical support. Work directly with business

managers and business users in leading, defining and documenting business requirements and

r ules, document process maps and integration of existing systems.

• Heavy use of Microsoft 2013- Visio, Excel, Power Point and Word.

Linde Group RNA/Life Gas, Atlanta, GA 02/2013-06/2014

Call Center Manager/Client Engagement Manager

• Leadership and management of the Client Services Team, management of SAP projects as they

related to the Client Services Team and day-to-day operations of Customer Service agents located

i n Atlanta. Managed a team of 18-25 associates.

• Managed SAP-related projects including changes to the existing modules, extension of

capabilities for modules used by the Client Services Team and new project initiatives. Managed

p roject from inception to completion and participate in various phases such as QA testing, User

Acceptance Testing as well as t raining.

• Developed, monitored, and communicated measurable KPI's, and strived to continuously

i mprove performance and processes at the Customer Care Center (CCC). Provided monthly KPI

analysis to departmental managers regarding the performance of the customer service team.

• Continued to provide on-going daily support to the CCC department as well as the field, and

p rovided SAP t raining via live classes or web meetings to new and existing personnel.

• Trained users on the following modules in SAP: Order Ent ry, A/R, Delivery, Transportation

p lanning, Requisitions, Delivery Completion (billing & posting), Customer master data & creation,

P ricing master data, Medical Permit and Prescriptions, and Telequery.

• Provided ad hoc reporting from SAP direct to customers or to managers and sales reps.

E xtracted data/data mined from SAP query tables as needed to compile reports.

• Worked with vendors in implementing processes improvement efforts for continued growth and

stability.

• Supported 40 plants related to successful delivery of medical gases to hospitals, dentist offices,

home cares, and dermatology offices.

GoodCents Solutions, Atlanta, GA 01/2008-02/2013

Client Engagement Manager (06/2011-02/2013)

• Led the implementation development process for Call Center operations, including strategy

p lanning and budget cost analysis. Created processes increasing operational efficiencies, reducing

redundancies and errors and r isks during implementation.

• Developed Call Center material for startup programs, including inbound & outbound scripts,

I VR development, frequently asked questions (FAQs) and negotiations of service level agreements

(SLA).

• Established clear line of communication and collection of program specifications and

aggressively coordinated all efforts with clients leading to increased customer satisfaction and

quality of deliverables.

• Subject matter expert for implementation and recommendation for account upgrades and

modifications. Provided critical feedback on deployed system performance and communicated to

senior management;

• Managed energy efficiency projects including residential and commercial audit and rebates,

d irect load control and pilot programs with cross-functional teams and business process owners for

u tility companies across the nation. Managed all phases of the project including planning,

requirement analysis, design, development, testing and acceptance; key activities entailed

development and management of project t imelines, change management, communication

management, resource management and r isk management; developed business process f lows and

f lowcharts as needed.

• Ensured quality of deliverables to client, developed test strategy and test plans, managed and

participated in user acceptance testing through established processes and t imelines.

• Mentored team members in areas of specialty, energy efficiency programs, call center activities

and protocols and established project management processes.

M an ager, Customer Ca re/Account M anager (01/2008-06/2011)

(Promoted from Call center supervisor to manager, customer care)

• Promoted to Call Center Site Manager after 5 months as a Call Center Supervisor of 15-25

representatives. As a result, I managed 250+ call center staff members, with support of line

supervisors; acted as a liaison with our partnering outsourced call center. Gained t rust within the

organization by handling complex customer issues/complaints and implementing a productive,

p rofessional environment.

• Managed all call center activities including all inbound and outbound calls, data entry,

scheduling and dispatch, and meeting program needs and contractual terms for over 17 programs.

M anaged client engagement activities for new accounts developing scripts, frequently asked

questions, qualifying factors and reference materials; supervised daily operations of Call Center to

i mprove customer service quality. Oversaw daily attendance, tardiness and agent performance.

• Responsible for hiring, training, quality assurance monitoring, mentoring and developing staff

to handle the business growth and complexity of programs being supported.

• Developed user acceptance test cases and conducted acceptance testing of the CRM system for

release of new accounts and upgrade of existing accounts.

• Created and analyzed reports for t rend analysis; monitored and t racked inbound and outbound

call volumes to meet or exceed service level agreements.

• Partnered with senior management and marketing to ensure the highest levels of service

delivery performance were met and provided exception reporting, root-cause analysis and

collaboration on action plans to prevent recurring problems.

• Developed businesses processes standardizing customer care work flows and establishing

p rotocols such as t ransitions intake forms increasing efficiencies and improved customer

satisfaction.

• Conceived, designed and initiated employee incentive program resulting in exceptional team

building among agents.

• Implemented call monitoring and t raining program to improve customer service experience.

• Managed regional project offices with special projects and requests. Worked directly with our

i ndividual project offices, clients (internal and external) and our outsourcing call center;

• Managed the trouble shooting, incident reports and account bases inquiries working hand-in-

hand with Project Support Leads and Business Analysts. Responsible for input and t racking of

defect logs for system enhancements and corrections.

• Assisted in the development of proposals specific to customer care requirements and needs.

Intertape Polymer Group, Columbia, SC 05/2005- 10/2007

Supervisor of Customer Care/Sr. Customer Service Team Lead/Trainer

• Supervisor for the machinery division, overlooking work being processed and implemented by

a ll direct report CSR’s.

• Submitted Quality Assurance reviews for 7-10 co-workers and reported results directly to

D irector of Customer Care. Along with the lead t rainer, updated policies, procedures, and t raining

manuals as needed.

• Responsible for purchase and sample orders, claims, debits/credits, and return authorizations;

M anaged billing issues and tracked shipments from local and domestic LTL/TL carriers; Utilized

AS400, Cit rix, MS Access, and various Microsoft Windows programs.

Education

M SM (M aster of Science in M anagement- with concentration in Project M an agement), 2012-

2016, Strayer University- Atlanta, GA (Chamblee-Tucker)

B BA (Bachelor of Business Administration- with concentration in Hea lth Services

A dministration), 2009- 2011, Strayer University- Atlanta, GA (Chamblee-Tucker)

• Member of Alpha Sigma Lambda National Honor Society

AS- Medical Assisting and Medical Administration, 2002- 2004, Southwest Florida College -

Tampa, FL

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