Customer Service Manager
Resume:
FILOMENA JENKINS
Hardeeville SC 29927
CAREER SUMMARY
Creative and accomplished leader with extensive customer service and technical support management-level success in various industries, with an emphasis on call center and help desk development and management; Highly proficient in developing effective customer and vendor relationships. Adeptly identifies, implements, and achieves quality standards and customer service metrics. Leverages skills in effective strategic planning, carefully honed business acumen and drive for customer satisfaction to increase revenues and decrease costs.
Core Competencies
Customer Care Management / Leadership
Project Management
Customer Account Management
Technical Problem Solving
Microsoft Office Suite
Coaching– LMS, Moodle, KEY
IVR/ACD Administration, including Apropos, Siemens, Intervoice
ECRM Administration, including Kana, Remedy, HEAT, Advanced Agent Desktop, CMS, speech analytics, Kronos, PeopleSoft
Cash management and balancing
PROFESSIONAL EXPERIENCE
Time Warner Cable, Hilton Head, SC 2014 – Present
Retail Store Sales Supervisor
Responsible for the overall operation and sales of 2 cable stores, including ensuring all sales and service goals are met through training and coaching representatives, store cash management, customer risk assessment, and customer satisfaction. Direct responsibility for team of 5 representatives and team lead.
Instituted daily huddles to reinforce training and clarity of daily goals
Instituted new processes for employee scheduling, work stations, and customer rotation to ensure equity of customer distribution
Improved sales from 70% to-goal to 110% to-goal, as well as representative interaction through increased communication, training, and coaching
BPA QUALITY, Carle Place NY 2013 – 2014
Senior Project Manager
Worked remotely; Responsible for the overall operation of the project, including ensuring all reporting, logistical, and operations goals are met or moving forward based on client needs. Direct responsibility for auditing team consisting of 10 analysts, team captains, team lead, and training resource. Responsible for coaching and mentoring analysts, team captains, and leads.
Documented standards and processes for all areas of the project
Designed required forms and reports based on client needs
Oversaw the implementation team, including meeting deadlines, customer requirements, and user acceptance testing
Hilton Head Lakes, Hardeeville, SC 2013 – 2014
Office Manager
Managed a busy, sales and information center for a lakeside and golf community
Answer telephones
Greet and register prospective buyers
Manage the "line" for sales staff rotation of phone, website, and walk-in contacts
Maintain customer database
Maintain MLS for resale properties
Maintain grid of available properties and re-sales SIRIUSXM RADIO, Washington, DC 2012 – 2013
Customer Satisfaction Program Manager
Spearhead the day-to-day operation of the customer satisfaction program for all lines of business, including live care, chat, inbound scripted saves, inbound and outbound scripted sales, and the online account center.
Documented Care standards for all lines of business in a single document, which allows all Care groups, including senior management, vendor managers, vendor partners and trainers, to reference and follow company policies when handling customer interactions.
Effectively improved quality scores by documenting Quality guidelines for Care and Saves, updating and reformatting both the Quality Guidelines as well as the training module for new hire and existing front-line agents.
Created and documented a process for interdepartmental implementation of new and modified Care standards, which allows time for necessary approvals and training of front-line agents prior to implementation and will improve customer satisfaction scores.
Created new, detailed reporting for management, which provides trending at the vendor site level by lines of business, allowing vendor managers to understand which agent groups to focus on for improvement of customer satisfaction scores.
TIME WARNER CABLE, Herndon, VA 2002 – 2012
Senior Manager, Business Class Operations 2007 – 2012
Directed quality and customer satisfaction programs in Time Warner Cable’s Business Class customer support center, including all program components, measurement and trending analyses, and managing third-party quality vendor; Managed operation of internal and outsourced call centers supporting Business Class customers, including training and coaching strategies, as well as budgetary and forecasting responsibilities.
Played key role in developing national support structure for new Business Class products by identifying desired performance metrics of 90/30 SLA and less than 5% abandonment rate, then worked with the PMO and IT to create the tools and structure to support them.
Raised quality scores to the 85% target by creating a quality program that positively affected customer satisfaction and first call resolution by identifying areas for improvement and following up with training, coaching, and documentation.
Successfully launched “Business Class Phone Support” as a national program, including development of process flows and oversight of troubleshooting and ticket development, which was marketed by the National Sales staff and improved TWC’s reputation in the commercial marketplace.
Implemented a soft skills training module to improve customer experience, resulting in a 5% lift in CSAT scores.
Successfully maintained target performance measurements, including 90/30 phone SLA and 90% email resolved in less than 1 hour.
Implemented a comprehensive monthly report for corporate and division management on the performance of the center as well as detailed reports for National accounts, resulting in a 2% lift in CSAT scores for National accounts.
Developed call center and escalation processes for Business Class Tier 1 billing, Dedicated Access and National account customers, resulting in more efficient handling of customer accounts and decreasing call handle time by 10% for billing calls.
Senior Manager, National Support Center Operations 2004 – 2007
Managed the operation of outsourced and internal call centers supporting Time Warner Cable’s national programs including customer retention, retail and e-tail, video billing and repair, outbound loyalty, joint sales initiatives with Time Warner, Inc. affiliates, and sales; Managed budget and accrual process.
Successfully launched Road Runner with AOL bundle support initiative. Maintained 90/30 service levels through ramp up of 51 systems in less than 90 days. This program received major notoriety in the marketplace and was an extremely successful marketing strategy for both AOL and Time Warner Cable, adding many thousands of new subscribers.
Played leadership role in the TWC / Adelphia / Comcast merger by successfully launching the internal and outsourced call centers which supported video billing and repair, retail, retention, and outbound loyalty calls.
Implemented call routing strategy for the retention program, which improved service levels from 50/30 to 90/30. As a result, existing staff was able to handle 30% more calls.
Group Manager, Support Solutions 2002 – 2004
Led a team of Senior Support Solutions Managers providing internal consulting, project and program management, implementation of support processes for new products and services, and pilot testing of new technologies to 35 Time Warner Cable divisions and their call centers; Negotiated and implemented enterprise contracts where appropriate, identified and managed capital budget for pilots and new initiatives.
Assisted division with analysis of performance metrics and made recommendations for improvements.
Collaborated with Time Warner Cable divisions to benchmark current performance and to identify opportunities to increase revenue, decrease operating costs, and improve customer satisfaction. As a result, more than 50% of the Time Warner Cable divisions saw improvements in these areas.
Facilitated sharing of best practices among TWC divisions, including hosting division conferences and creating best ideas web site concept
AMERICAN GREETINGS.COM, Fairfax, VA 2000 – 2002
Director, Customer Service
Directed overall operation of customer contact center, including inbound calls, emails, and live chat for all products and services of 5 Internet web sites; Managed staff of 60 CSRs, supervisors, and managers in Cincinnati, OH, as well as third-party service; Responsible for reporting and analysis of contact center metrics as well as process improvements for performance.
Successfully migrated from support of 1 free e-greeting card site to paid membership model of 5 sites for e-greetings, gifts and newsletters, which changed the strategy from an advertising-based revenue model to a membership-based model, allowing the company to market to individuals.
Established new policies, target metrics, quality standards, monitoring procedures and redefined procedures for paid model to maintain desired service levels of 85/30.
EPOCH INTERNET, Herndon, VA 1997 – 2000
Manager of Operations, Internet Services Support Center
Managed 16 x 7 dial-up Internet support facility, call center operations, third-party and vendor contracts, and property management vendor relations; Managed 35 support representatives, supervisors, trainers, analysts, and administrative staff
Improved call center metrics to less than 5% abandonment, 95% first-call resolution, and ASA of 45 seconds.
Prior Positions
Director of Fulfillment - Managed order entry, billing and collections, customer service
Shipping Manager - Coordinated shipping, delivery, customs clearance of medical equipment
EDUCATION - BS, Business Management/eBusiness, University of Phoenix, 2005
AA Certificate, Fashion Merchandising, Berkeley College, 1974
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