Customer Service Management

DEANDRE M. SPENCER

**** ********** *****, ********, ** 75181

Cell: 972-***-****; **************@*********.***

CALL CENTER MANAGEMENT PROFESSIONAL

A highly innovative, results oriented management professional with 9 years of progressive management experience specializing in customer service, customer retention, and sales. Interested in a position as a Call Center Manager. Excellent interpersonal skills, performs well in complex and difficult environments, and leads by example. Expert ability to utilize analytical skills and insight to drive organizational improvements, build effective teams, implement new strategies, resolve complex customer issues, inspire high performance, and promote overall operational success. CORE COMPETENCIES

Policy/Process Development Performance Analysis / Performance Evaluation Budgeting and Forecasting Cross Functional Team Management Training and Development Complex Problem Solving Reports Generation and Analysis Skilled Negotiator / Contracts Negotiations Proficient Communication Skills PROFESSIONAL EXPERIENCE

Manager Relocations and Sales – 4/2012 to 12/2014 Monitronics International Dallas, TX

Led, managed, planned, oversaw and administered daily operational functions of 2 departments totaling 38 staff members whose objectives were to relocate existing customer’s alarm monitoring service and maintain customer loyalty, negotiate with new owners to obtain service, and qualify and submit new leads.

Formulated and clearly communicated departmental goals and objectives by assessing needs, implementing new strategies, improving processes, and ensuring operational performance based on key performance indicators which resulted in record numbers and new standards of production within the department.

Enhanced existing negotiation options, added a relocations rental option, created call scripting, and implemented incentive plans improving overall negotiation conversion by 32%, completion conversion by 30%, and sales conversion by 35%.

Pioneered live scheduling and added email and phone blasts follow ups improving scheduling by 25%, average install completion by 7 business days, and new agreement return by 5 business days.

Improved department quality to an average of 90% through developing new quality guidelines, call audits, side-by-sides, performance management, and preparing and executing action plans.

Developed daily, weekly, and monthly reporting and generated an employee scorecard allowing for review, tracking, and analysis of agent and departmental performance. Interpreted departmental performance and productivity to key management including trending, tracking and analysis, and the identification of opportunities for coaching and development and process improvements.

Recruited, hired, trained, coached, developed, and evaluated employees through performance management, customer feedback, personal and team observations, and feedback within the department creating a department that achieved high performance and exceeded set objectives.

Partnered with Workforce Management to ensure staffing needs were met. Partnered with internal departments including marketing, training, the process team, and quality to execute business strategies, process improvements, quality management, and drive high performance. Senior Supervisor Customer Loyalty – 2/2009 to 4/2012 Monitronics International Dallas, TX

Led, supervised, and administered daily functions and responsibilities of 15 direct reports, department supervisors, and team leads (staff total of 90) whose objectives were to resolve customer issues, improve customer satisfaction, and reduce customer attrition through maintaining customer loyalty.

Defined and effectively communicated employee roles, responsibilities, and expectations. Administered disciplinary actions and action plans based on performance, attendance, and company policy violations.

Promoted and influenced a positive and high performance environment through motivating and engaging with employees. Professionally handled and resolved difficult customer issues and escalated calls. DEANDRE M. SPENCER – Page 2

Cell: 972-***-****; **************@*********.***

PROFESSIONAL EXPERIENCE

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Introduced Loyalty negotiation guidelines, parts pricing, call verification scripting, service job templates, and added incentive plans which provided options to best fit customer needs and maintain customer loyalty, improved the overall customer experience, and increased customer retention and save percentage by 20%.

Communicated with Workforce Management to ensure staffing was managed properly. Interviewed, hired, trained, coached, and developed employees establishing new standards for high performance.

Developed reporting, implemented and documented departmental processes, and managed and tracked individual and team performance, defined new quality standards, and monitored team quality to identify areas of opportunity, trends, and key focus areas.

Recognized by peers and management for exemplary contributions receiving a 2nd leadership award. Supervisor Relocations and Sales - 8/2005 to 2/2009 Monitronics International Dallas, TX

Led, supervised, and administered daily operational functions of 2 departments totaling 26 staff members whose objectives were to relocate existing customer’s alarm monitoring service and maintain customer loyalty, negotiate with new owners to obtain service, and qualify and submit new leads.

Constructed a Relocations training guide and negotiations guidelines that outlined departmental processes, provided consistent negotiations and multiple options to maintain customer loyalty, defined processes for account updates, and increased negotiation and completion conversion by 20%.

Authored the creation of electronic signature, formulated a follow up process for service jobs, unreturned agreements, and pending new leads improving agreement return by 25%, increasing completion conversion by 15%, and boosting sales (new leads) updates by 10%.

Oversaw the receipt and processing of departmental correspondence. Streamlined and redefined processing duties which ensured compliance, simplified contract handling, reduced steps needed for account updates by half, and enhanced production by 50%.

Interviewed, hired, trained, motivated, and effectively engaged with employees while influencing peak performance. Assisted with and handled escalated customer issues and calls as needed while maintaining a professional demeanor and customer satisfaction.

Developed reporting for tracking and analysis. Managed and tracked individual and team performance and monitored team quality to identify areas of opportunity and focus.

Tracked, recorded, and reported employee hours and administered disciplinary actions based on attendance and company policy violations.

Recognized by peers and management receiving a leadership award for outstanding performance. Relocations Representative – 2/2004 to 8/2005 Monitronics International Dallas, TX

Negotiated the relocation of existing customer’s alarm monitoring service and maintained customer loyalty, negotiated with new owners to obtain service, and qualified and submitted new leads.

Exercised professional demeanor, maintained composure, and worked effectively in a fast paced environment while assisting with challenging customers, addressing difficult issues and advising customers of the best solutions to meet their needs, and achieving customer satisfaction and loyalty.

Mentored new hires to assist with training on departmental processes. Promoted to senior representative and assisted with handling escalated issues and resolving difficult issues.

Consistently met and / or exceeded departmental goals and quality requirements. Recognized by management and peers for providing exemplary service receiving multiple employee of the month nominations and an employee of the month recognition award. Alarm Response and Customer Care Specialist – 2/2002 to 8/2003 Honeywell, Incorporated Dallas, TX

Responded in a timely and efficient manner to alarm signals for emergency and abnormal conditions.

Notified customers and the proper authorities, if needed, of alarm activities and system updates.

Addressed and assisted with general questions, billing information and issues, and general account updates and demonstrated exceptional multitasking skills and professionalism while obtaining outstanding customer satisfaction and receiving top producer honors.

DEANDRE M. SPENCER – Page 3

Cell: 972-***-****; **************@*********.***

PROFESSIONAL EXPERIENCE

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Customer Care and Billing Specialist – 5/2000 to 2/2002 Allegiance Telecom Dallas, TX

Assisted customers with general account updates, billing inquiries, and addressed billing issues and delivered excellent customer service with professionalism while mastering multiple complex systems.

Provided resolutions for questions regarding the operations of phone services and additional accessories.

Performed troubleshooting for customer service issues to system difficulties to provide problem solving information and documented trouble reports.

Communicated switch translations to field technicians and external vendors to ensure proper transmission of services and provide reasonable solutions to solve issues and maintain customer loyalty. EDUCATION

University of Texas at Austin, Austin, TX 9/1991 to 5/1995 - College of Natural Science Major of Study – Computer Science

TECHNOLOGY / COMPUTER SKILLS

MS Offices (Access, Excel, PowerPoint, Outlook, Word), Salesforce, Sharepoint, Conexus, Avaya, Aspect, Nice, SQL (Report Builder), ADP

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