Customer Service Manager
Resume:
LISA MASON
***********@*****.***
*** ******** ****, ****** ******, SC 29461
Professional Summary
Dedicated and accomplished manager in customer service and management who is consistently recognized for achieving excellent customer service, improving productivity, and positively turning performance around. I have the proven ability as a respected leader who supports business objectives while promoting growth and development.
EXPERIENCE
T-Mobile USA
Coach – General Customer Care 2013 – 2015
Provided leadership, management and guidance to all staff
Evaluated performance of direct reports
Interceded in difficult customer situations via phone or email
Ensured high quality and accuracy of work
Prepared daily/weekly/monthly performance reports
Ensured compliance rules were followed by monitoring the effectiveness of service policies and practices
Provided consistent floor support
IQOR
Supervisor – Customer Care 2011-2013
Supervised a team of 14+ call center agents
Provided and documented performance feedback through side-by-side coaching, mentoring, performance reviews, goal setting and deficiency management
Supervised, recruited, and mentored new hires
Fostered a productive environment through motivation of employees via contests and rewards
Controlled cost by managing staff to a budgeted headcount and adjusted as volume dictated
Supported the call center by participating in cross-functional meetings to give input on improvement opportunities
Motivated team of call center operators on both inbound and outbound calls.
Instrumental in launch of Capital One partnership
JK Harris and Company, LLC, Goose Creek, SC
Senior Account Manager/Supervisor 2005 – 2011
Worked with the Internal Revenue Service and State Taxing Authorities in an effort to fulfill engagement agreements and find the best possible resolution for clients
Worked in numerous departments within JK Harris, including the PSR Department and Resolution Department as a Lead Case Specialist and/or Supervisor, while also assisting in other areas and maintaining normal job duties
Maintained client information in a CMS database
Mentored and trained fellow employees
Quickly and effectively solved customer challenges while providing quality service
Maintained quality control/satisfaction records and consistently sought new ways to improve customer service
Worked closely and effectively with other team members and management
BB & T
Client Support 2003 – 2005
Supervisor and trainer of tellers
Processed commercial deposits and payments
Balanced and replenished funds in the ATM
Longhorn Steakhouse
Hostess Manager 2001-2003
Supervisor of hosts/hostesses
Scheduled and trained employees
SKILLS
PROFESSIONAL
Knowledge of call center management techniques
Able to type 65+ WPM
Ability to assess talent, manage people and motivate others
Managing a team of market research specialists
Knowledge of disciplinary procedures up to and including employee termination
Proficient in Microsoft Office, Excel, Word, Power Point & Outlook
Properly handling confidential information
Organize and provide documents, reports and information in an useful and well-organized manner
Order office supplies and equipment
Manage calendars
Plan and organize meetings and events
Maintain files and folders
Handle and screen telephone calls, routine mail and reallocate as required
Process client orders, invoices and payments
Liaise with local authorities and vendors
Manage front office operations
Plan meetings and conference calls and arrange and manage meetings
PERSONAL
Strong decision-making ability
Willing to work all shifts, including weekends and holidays
Able to sit in front of and work on a computer screen for long periods of time
EDUCATION
Goose Creek High School
1990 Graduated with General Education Diploma
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