Customer Service
Resume:
DeMacio Demitri Sneed
email:*********@*****.***
Objective: Secure an opportunity within customer service to utilize skills and management experience to increase efficiency, productivity beneficial for company and personal growth.
Work History :
03/2015 –
Lennox Builders, Inc Customer Service/ Operations Manager
Managed overall operations and day to day processes. Handled customer service issues as needed via direct contact or telephone. Developed, organized and implemented customer service structure and guidelines. Set up maintenance and service calls. Daily tracking of appointments and appointment results. Set up CRM database, appointment setting, confirmation, and sales lead management.
05/2013 – 02/2015
Rightway Home Services Customer Service Director
Manage customer service department to include call center, customer service
representatives,and scheduling. Manage service and project measurement departments. Field and resolve customer complaints and issues. Dispatching of service technician and obtaining necessary paperwork and permits for scheduled installations. Dispatched the sales force to lead appointments and follow up.
04/2010 – 04/2013 (Promotion)
Hanson's Windows Call Center Manager
Consistently maintained and exceeded set goals and performance standards. Maintained high sales volumes per appointments set. Trainer for new hires and departmental transfers.Implemented training strategies and new procedures. Scheduling for two shifts with a total of approximately 50 60 individuals.
12/2006 04/2010
Hanson's Windows Appointment Setter / Confirmation
Answered inbound sales and customer service calls.Initiated outbound calls to confirm appointment dates and times.Consistently exceeded department performance standards. Became trainer for new hires and dept. transfers
Education :
Northern Michigan University
08/1992 04/1994
Business Management/ Marketing
Skills:
Call center and office operations and procedures
Microsoft office (Word, Excel, Lotus), Management, inventory, scheduling, CRM, shipping & receiving, customer service, training program development, Leadership
Typing speed: 60 wpm
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