Customer Service Manager
Resume:
Edison, NJ *****
****************@*****.***
Keisha Pogue-McRae
Objective
Extensive Customer Service/Call Center management experience. Posses strong team leadership, motivational and coaching skills. Technically astute with experience in telephony systems technology. Established performance goals to meet efficiency levels, sales targets, and quality assurance standards.
Experience
June 2014 - Present Aerosoles Corporate Edison, NJ
Call Center Customer Service
Deliver high level of customer service to direct consumers (catalog, internet, retail) via the phone and email. Utilizing call center system to process transactions and maintain record of activity
Customer service includes taking orders, up-selling, respond to inquiries, troubleshooting issues and responding to email correspondence.
Answering incoming calls following proper protocols for greeting, placing orders, cross selling, responding and resolving to issues
Nov 2011 – June 2014 I Care Consultant Temp Agency Somerset, NJ
Administrative/Contact Center Positions
Verizon: Administrative Assistant, Handled requests for information and date, prepared and modified documents, clerical duties, answered, screened and transfer inbound calls.
Chanel: Customer Service Ambassador, Assisted with location and processing of merchandise via incoming phone calls/ online chat.
ATS: Stock Transfer Agent/Proxy, Maintained up to date records of the ownership of securities.
May 2005 – Sept 2009 Municipal Credit Union New York, NY
Credit and Collections Representative
Made 75-125 outbound collection calls daily negotiating payment arrangements on delinquent student loans, personal loans, overdraft accounts, visa credit cards and auto loans.
Recorded thorough and accurate account updates on computer files for all incoming and outgoing calls.
Handled general banking inquiries from customers about their daily transactions.
Nov 2001 – May 2005 Rediff Valucom Online New York, NY
Call Center Operations Manager
Hired, Trained and Supervised 25-30 call center customer service representatives in a 24/7 inbound call center.
Conducted daily strategy meetings with IT department to maintain sale goals, developing products to make website more customer user friendly.
Overseen inventory control focusing on loss preventions..
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