Customer Service Manager

WILLIE STEPHENS

**** ********* **** *******, ***** 77040 Phone: 936-***-**** **********@*****.***

● ● ●

Summary of Qualifications

** ***** ** ********* *********** in key supervisory, HVAC Dispatching, customer

●

service, and support roles.

Expert in dispatching, customer care, communications, problem solving, relationship

●

building and user training and support.

MS Office “power-user” with additional proficiencies in assorted databases.

●

Expert in the technical, conceptual, and content development of call centers. Proven ability

●

to drive record-high marketing campaign response-rates and execute successful quotas.

Relevant Skills

Management Proficiency Training & Development

● ●

Familiarity with HVAC Technology & Conflict Resolution & Complaint

● ●

Terminology Handling

Motivational Leadership & Decision Project Management &

● ●

Making Development

Reporting, Documenting for Organizational Skills, Data Entry

● ●

Invoices & Attention to Detail

Exhibiting World Class Customer

●

Service

Professional Experience

JOHN MOORE - HOUSTON, TX

HVAC Dispatcher, April 2013 to May 2014

Key Responsibilities:

Receive dispatched work orders for HVAC service calls via email, phone and fax orders.

●

Dispatch work orders to the field techs according to priority; Report work order status as

●

required by HVAC Manager.

Receive & review completed work orders from the field techs; Create invoice for completed

●

work orders and send to Dispatch Manager.

Obtain quotes for equipment and or parts as needed for the field techs, Order

●

parts and provide purchase orders to the vendors.

ARS - HOUSTON, TX

HVAC Dispatcher, anuary 2008 to December 2013

J

Key Responsibilities:

Responsible for informing customers of the progress of service operations while ensuring that

●

technicians operate in a cost-effective fashion.

Maintained the work schedules for field technicians and assure that all customer commitments

●

are met.

Made decisions to match each available technician to a job based on that technician's skill level

●

and location.

XEROX COMMUNICATIONS - HOUSTON, TX

Cu

stomer Service Rep/Team Lead anuary 2005- December 2007

J

Key Responsibilities:

Fulfilled customer expectations by providing end-users with information and problem resolution;

●

organizes user conferences; managing staff; manage customer escalations process

Provided performance evaluations; identifying/implementing strategies to improve profitability,

●

productivity, and quality service

Presented unit data to associates; including call/fax volume, service results/issues, and operator

●

stats

Assisted upper-level management in developing/implementing programs to motivate employees

●

and stimulate a high sense of urgency in a team environment

CINGULAR WIRELESS (AT&T) – LITTLE ROCK, ARKANSAS

Customer Service Supervisor October 2000- November 2004

Key Responsibilities:

Successfully communicated and managed multiple groups of 20-50 customer service

●

representatives on a daily basis

Communicated Call Center policies and procedures; including goal settings, standards, and

●

benchmarks to evaluate agent performance

Maintained and enhanced customer service by organizing & evaluating service and delivery

●

systems and procedures; supervising staff; recruitment for staff; team training; customer

satisfaction; team productivity; resolved customer complaints

Technology Summary

Multiple Company Data Bases, Software, Outlook, MS Office(Word, Access,

Software:

Excel, PowerPoint)

Education

Major: Mortuary Science

Red River Technical College

●

Contact this candidate