COURTNEY YOUNG ***** Fish Rd., Dallas TX, *****

214-***-**** acqj7o@r.postjobfree.com

Customer Service Manager

Innovative and resourceful Customer Service Manager with several years of diversified experience in supervision, call center management, and customer service. Outstanding abilities directing a variety of projects and process development and procedural implementation. Adept at converting innovative ideas and concepts into optimal results. Able to effectively analyze and organize data to establish priorities and improve efficiencies. Expertly excels in complex troubleshooting. Additional core competencies include:

Customer Service Management Organizational Management SERVICEpoint

Avaya Call Center Operations Workforce Managemnet

Unix, Linex Employee Resource Groups SAP

Aspect Leadership

Career History

Nielsen Audio October 2008 - Current

SURVEY SUPERVISOR

Expertly led and supervised a team of 30+ representatives engaged in telephone interviews for perspective surveys. Developed customer service standards, policies and procedures to ensure all SLAs were met. Managed the CATI systems, conducting outbound calls on a Siemens Dialer within MRC guidelines.

Investigated and resolved outstanding and/or complex customer issues passed on by the executive and member services teams.

Monitored and analyzed the level, quality and consistency of customer service standards and operations.

Support and maintain all reports, applications, and databases for the department

Fostered the attitudes, conditions and working environments to motivate staff toward achieving corporate goals and maximum results.

Consistently remained current in new project developments, communicating changes to the customer service team, and ensuring comprehension and compliance.

Managed all daily operations within the call center.

Encore Marketing Group February 2006 - September 2009

FIELD DIRECTOR/MANAGER OF SALES

Directed a team of 75 sales professionals across multiple campaigns utilizing, monitoring, in person coaching and positive reinforcement to develop skills and competencies of sales professionals.

Fostered the attitudes, conditions and working environments to motivate staff toward achieving corporate goals and maximum results.

Consistently remained current in new project developments, communicating changes to the sales professionals team, and ensuring comprehension and compliance.

Managed all field operations and sales quotas from the company.

A W Brown Fellowship Charter November 2007-April 2008

TEACHER

Developed students with my professional and creative skills of teaching every age by providing work-based learning.

Communicated results to students using oral, written, graphic, pictorial, or multi-media methods.

Competently performing the tasks of communicating and interpreting information to students includes determining information to be communicated; identifying the best methods to present information (e.g., overheads, handouts).

Education and Professional Development

Business Administration, University of North Texas at Denton

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