Customer Service Manager

INGA LEDERER-BRUNETTE

Cell: 469-***-**** Email: **-*@*********.***

Career Overview

Highly enthusiastic customer service professional with in-depth knowledge of sales, account management and client interface experience. Specialize in conflict resolution and the timely preparation of operations and productivity reports.

Core Strengths

Strong organizational skills

Hospitality professional

Seasoned in conflict resolution

Trained call center agents

Sharp problem solver

TQM and CRM certified

Customer service expert

Implemented customer quality procedures

Work Experience

Intervoice/Convergys – Dallas, TX 2005 - Present

Specialist Client Services

Assist Project Manager establish parameters and business requirements

Write reports describing project progress, team performance

Support PM with integration and testing, open tickets for ivr related issues

Interact directly with clients and build positive relationships

Analyze weekly customer satisfaction surveys. Examine trends and processes, follow up with customers, share results with management

Administrator of external customer self service portal

Cassandra Fine Catering – Dallas, TX 2006 - 2015

Event Manager

Prepared and reviewed event agenda, provided extensive guidance throughout event

Performed site inspections

Managed and delegated tasks to wait staff and bartenders

Monitored staff performance, mentored and coached staff

Supervised setup and breakdown, facilitated seated events from 10 to 500 guests

Communicated with clients, head chef and staff, maintained timelines and priorities

Alcatel - Plano, TX 2001 - 2003

Program Support Analyst

Created user acceptance test specifications, performed regression testing

Analyzed test output, identified discrepancies and documented deficiencies

Managed the technical and functional quote process for the US sales organization

Resolved quote and proposal tracking issues, produced management reporting

Developed and maintained system & user documentation through project repository

Provided feedback on user interfaces, usability, navigation, assessed enhancement requests

Lufthansa German Airlines – Dallas, TX 1996 - 1998

Account Manager

Responsible for all client communications, ensured clients’ business needs were met, negotiated contracts

Successfully managed high profile accounts, planned local marketing events, trade shows

Group travel planner responsible for budgeting and payment collection

Customer Relations Coordinator - New York, NY 1990 - 1996

Evaluated and resolved claims, final decision maker on compensation settlements

Analyzed and monitored consumer action cases, investigated customer complaints

Ombudsman for Travel & Leisure and Conde Nast publications

Solicited customer feedback to improve service, recommended and implemented remedies to correct deficiencies in customer service

Defense representative at Small Claims Court for the New York Metropolitan region

Directed regional Total Quality Management team, coached and supported work groups, directed activities and monitored progress to ensure objectives were achieved

Reservation Sales/Ticket Agent - New York, NY 1986 - 1990

Reserved flight itineraries in call center, booked rental cars, hotels and tour packages

Escorted travel agents on familiarization trips throughout Germany

Hostess at annual Doral golf tournament and US Open

Pricing Strategist which entailed calculating complex routes using both FCUs, NUCs utilizing Amadeus, Sabre, Apollo and PARS, complied with IATA regulations

Ticket agent at JFK Intl., processed boarding passengers, assisted handicapped passengers, dispatched flights from gate

Cunard Line – New York, NY 1984 – 1986

Purser Staff

Worked onboard the Queen Elizabeth II, purser’s office duties included establishing and managing passenger’s accounts, responsible for overall revenue accumulated on board, shore excursion sales, handled passenger grievances and ensured proper follow-up

Complied with immigration and customs law, ensured passengers had all required documentation needed for traveling

Reservation sales call center

Education

University of North Texas – Denton, TX

Bachelor of Science: Business Computer Information Systems, 2001

Bay Path Junior College – Longmeadow, MA

Associates: Travel Administration, 1984

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