Customer Service Manager

************@*****.*** Home: 843-***-****

Marcus Major

Columbia, SC 29223

Qualifications

Dedicated customer service manager with 10+ years of experience in a large customer

service and claims processing environment.

My work history includes successful teams working for two Fortune 500 companies.

I have managed up to three exempt supervisors and two team leads as a part of the

departmental structure in addition to over 65 non exempt and contingent employees.

Consistently achieved Federal and South Carolina Insurance Commission requirements for

ACD and claims resolution.

Six consecutive years I improved customer satisfaction rankings, improved internal and

external quality scores on audits, and reduced internal turnover to be below 13 percent.

Personally handled and coordinated escalated inquiries for dollar amounts above $50,000.

Respected builder and leader of customer focused teams; I instill a shared, enthusiastic

commitment to customer service as a key driver of company goal attainment. I lead by

example and ensure the execution of all long and short term goals, by effectively

communicating performance, policy requirements and coaching employees for success. I

am a certified technical and soft skills facilitator that has over 11 years experience

developing, delivering, and managing trainers and training programs. I can be counted on to

improve the performance of any team I manage.

Areas of Expertise

Customer Service ACD and IVR Management Teambuilding & Training

Management Customer Satisfaction Quality Score

Complaint Handling & Enhancement improvement

Resolution Front End Supervision and

Project Implementation and Development

Migration with Cisco VOIP

Tech

Professional Experience

American Family Life Assurance Company(AFLAC) – Columbia, SC

2014 to 2015

Agent Services Supervisor

Managed Field Driven submissions for payment on policies sold at

the group level

Supervised the validation of agent licensing at the state level and

appointment with the organization

Effectively managed document processing service levels on a daily

and monthly basis

Consistently engaged employees to meet key performance

indicators and attendance requirements

Participated in case studies to identify system enhancements that

would more efficiently meet weekly, monthly and yearly premium

goals in processing

Lead Project Initiative to revamp the Quality Audit Process to

improve partner and customer satisfaction

Engaged employees in training, feedback, and one on one sessions

directed towards improving performance, quality, and company

knowledge

Provided regular feedback to Senior Leadership on inventory,

budget and personnel

ASSURANT Specialty Property Florence, SC

Unit Manager II and Interim Voice over Internet Business Analyst

Supervised, and trained employees, as well as Supervisors within a call center environment

Effectively manage contact center and document processing service levels on a daily and

monthly basis

Consistently engage employees to meet key performance indicators and attendance

requirements

Participated in case studies to identify a product that would better assist call center

employees within the Insurance industry

Requested to serve in the Interim Business Analyst role, based upon input and insight from

the Unit Manager perspective and extensive experience in the contact center environment.

Interface with business users to prepare and update Business Process Requirements (BPR)

and Software System Requirements (SSR). Created test cases and test scripts.

Ensure all artifacts complied with corporate SDLC Policies and guidelines.

Prioritize outstanding defects and system problems, ensuring accuracy and deadlines were

met.

Created and maintained Voice Broadcast Messaging (VBM) scripting

Managed testing/results reporting for VBM campaigns for multiple departments

2003 to 2009

Blue Cross Blue Shield Columbia, SC

Provider Services and Training Manager

Promoted to manager position to recruit, train and supervise 5 exempt front line management staff and 75+ customer service reps. I

managed daily ACD and IVR receipts in a high call volume environment to meet federal and state performance requirements.

Contributions and responsibilities:

Supervised, and trained employees, as well as Supervisors within a call center environment

Effectively manage contact center and document processing service levels on a daily and

monthly basis

Consistently engage employees to meet key performance indicators and attendance

requirements

Participated in case studies to identify a product that would better assist call center

employees within the Insurance industry

Requested to serve in the Interim Business Analyst role, based upon input and insight from

the Unit Manager perspective and extensive experience in the contact center environment.

Interface with business users to prepare and update Business Process Requirements (BPR)

and Software System Requirements (SSR). Created test cases and test scripts.

Ensure all artifacts complied with corporate SDLC Policies and guidelines.

Prioritize outstanding defects and system problems, ensuring accuracy and deadlines were

met.

Created and maintained Voice Broadcast Messaging (VBM) scripting

Managed testing/results reporting for VBM campaigns for multiple departments

2001 to 2003

Blue Cross Blue Shield Columbia, SC

Humana Government Programs Manager of Claims and Customer Service

Promoted to manager position to recruit, train and supervise 40 customer service and claims processing reps. I managed daily

ACD, IVR, hard copy, electronic claim, and claim inquiry receipts in a shared call center to meet federal performance requirements.

Contributions and responsibilities:

Utilized phone monitoring systems to track telephonic receipts in ACD and IVR systems

Managed claim receipts to process within thirty days

Managed correspondence inquiries on claims and benefits to meet thirty day standards

Reviewed monthly audit reports for outstanding trends to meet quality standards

Completed daily and monthly performance reports

Resolved escalated inquiries for high dollar claims

Completed monthly evaluations, disciplinary action, coaching sessions, and monetary

incentives

Completed yearly performance evaluation reviews and budget reconciliation

1998 to 2001

Blue Cross Blue Shield Florence, SC

Lead Training Specialist

I received a promotion to training specialist position as shared divisional trainer for new hires and existing tenured employees.

Contributions and responsibilities:

Certified Development Dimensions facilitator for technical and soft skills training

Lead facilitator for three module based technical training deliverables for new hires

Administered written and OJT based testing that was employment reliant for new hires

Created and revised training materials with coordination from subject matter experts

Facilitated Corporate Ethics training for all employees

Completed evaluations and training performance evaluations for trainees

Education and Training

Currently a Sophomore in Database Management Program Limestone 2013

College, Columbia, SC

2001

Associate Degree Electronic Engineering Technology Florence

Darlington Tech

Degree Earned

Training: Completed numerous courses and seminars in Middle Management, Training and

Development, Customer service, inventory control, time management, leadership, and performance assessment.

References

Bobbi Gauger – Operational Manager, Assurant Specialty Property 843-***-****

Sammie Bray – Division Project Imp. Voice Services Manager – 770-***-****

Letitia S Benson – Senior Business Analyst – 404-***-****

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