Customer Service Manager
Resume:
April A. King-Davis
Humble, TX 77346
OBJECTIVE:
Build a career where I may utilize the skills I have acquired. I am looking to be involved with a company where I can advance and grow, while contributing my knowledge and experience to benefit the company as well as the clientele.
SKILLS AND QUALIFICATIONS
Results driven team player
Strong communication skills, both written and oral
Able to handle multiple tasks simultaneously
Strong leadership and people managing skills
Accomplished in good decision making
Proficient in Windows, Outlook, Word, Excel, DOS, and SAP, Millie, DISCUS
Able to type 40-50 words per minute
EMPLOYMENT
05/07-Current Contact Center Operations Coordinator Houston Chronicle
As a Contact Center Coordinator Manager with the Houston Chronicle I am responsible for but not limited to assisting reps with escalated calls, scheduling on a day-to-day basis, compiling data that includes rep performance and inbound/outbound call data from various sources and converting to Excel. I monitor real time call volume, work/unavailable states, AHT, and service level needs to manage call volume and analyze data for improved flow in the future as well as for making sure individual rep performance standards are met. I compile and maintain incentive reports monthly via Excel, for other managers and representatives. I monitor reps calls and provide constant feedback and coaching to help assist in meeting individual and center goals. I work with fellow managers to developing center incentives and programs to increase productivity and boost morale. I review timecards for accuracy and approve for submission. I also assist the Director and VP’s with creating spreadsheets and any other needed assignments daily.
02/05 – 05/07 Support Specialist/Customer Service Rep CoreStaff Services/Houston Chronicle
As an Account Executive with the Houston Chronicle I was responsible for answering incoming calls from current & new subscribers answering account and billing questions, processing various transactions on accounts. I was then promoted to Support Specialist/Administrative Assistant to the Circulation Department and Department Managers. Duties included and are not limited to processing & maintaining daily reports via excel spreadsheets, tracking & reporting all incentive & commission numbers for all representatives in the department, setting up new accounts, typing and mailing bills, coding bills, processing and paying invoices, handling accounting issues, working online boxes, Do Not Call lists, answer rep concerns and problems regarding accounts and any other tasks requested.
05/2003-01/2005 Customer Care Lead/Escalation Specialist, Reliant Energy
As an Escalation Specialist at Reliant Energy, I interacted with the customers, issued orders for new service and disconnection on current service, analyze accounts to resolve billing inquiries, negotiate payment options/deposits. Set up disconnects for nonpayment, assisted in collections for past due accounts, took escalated calls from internal representatives and resolved customer complaints, assisted in running team meetings and sent payroll information, and other various tasks.
2001-2003 Account Specialist, JPMorgan Chase
As an Account Specialist at JPMorgan Chase, I provided personalized service by phone that met and exceeded our clients’ time and quality expectations. I executed transactions promptly, and accurately responded to our clients’ requests and inquiries. To meet those demands I focused mainly on understanding the firm’s service policies, systems, and legal compliance regulations as well as the products and service skills.
1996-1999 Customer Service Manager, Albertson’s
Throughout my time at Albertson’s I worked my way up from cashier to customer service manager. My duties included making schedules to insure proper staffing during peak and non-peak hours. I managed up to twenty people at a time while maintaining a smooth and steady work environment. I supervised cash in/cash out procedures and balanced tills on a shift by shift basis. I was responsible for balancing the safe on a daily basis. I also dealt with customer issues and resolved customer problems in a courteous and professional manner. I was responsible for running team meetings where I kept employees in my department up to date on company policy changes and new events that were going on with the company. I also motivated and made my employees feel valued so that they could reciprocate that same feeling to our customers.
EDUCATION
1996 Diploma, Humble High School
References available upon request
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