Manager Customer Service
Resume:
Marisa Ozuna
San Antonio, TX *****
********@*******.***
I will provide positive leadership, strategize to drive results and promote recognition.
Education
The University of Nebraska at Omaha
B.S. Business Administration, Specialization: Management
Graduation date: August 2005
Work Experience
Conduit Global, INC – San Antonio, TX (6/2011 –) Wireless Care Supervisor
Handle disputes and escalated customers inquires until resolution determined
Analyze and identify trending, individual and team performance
Promotes and participates in activities that assist in retention and recruiting
Conducts counseling sessions for disciplinary or performance issues
Motivate team members to positively impact team performance including but not limited to quality and attendance
Attends meetings, holds regular team meetings, maintains team bulletin boards and various other communication tools
Started Work At Home project group of agents and did home inspections
Ashley Furniture – New Braunfels, TX (10/10–6/11) Escalation Supervisor
Supervise and develop escalation team
Interview, train, evaluate and retain customer service agents
Handle disputes related to customer issues that escalate to manager level
Promote teamwork, employee satisfaction and customer loyalty
Transcom International – San Antonio, TX (11/09 – 10/10) Team Leader
Meet and exceed set targets by managing performance, attendance and quality.
Manage product knowledge, profitability, quality and effectiveness of team.
Interview, hire, train, develop, evaluate and retain qualified staff.
Develop and monitor competencies of representatives to ensure behaviors align with company goals.
Nebraska Furniture Mart – Omaha, NE (9/07 – 9/09) Customer Care Lead
Coach, train and support staff engaged in handling service issues and complaints.
Interview, hire, train, develop, evaluate and retain qualified staff.
Assist with LEAN ideas and RAD processes.
Handle customer situations that escalate to manager level at the counter or phone.
Follow core values of honesty and integrity, customer loyalty, quality products and services, teamwork, and cost effectiveness.
Created PowerPoint presentation to show effectiveness for internal procedure
SITEL Corporation – Omaha, NE (7/06 – 9/07) Team Manager
Possess strong team leadership, motivational, and coaching skills at call center.
Interview, hire, train, develop, evaluate and retain qualified staff.
Motivate and supervise a team of up to 24 agents at a time.
Establish performance goals to meet efficiency levels, sales targets, and quality assurance standards.
Computer Skills:
External Software: Excel, PowerPoint, Word, Outlook, Internet, Kronos, HiPath, SmarTerm, Empower, Avaya, Quartz, EWFM, ADP, Workday, WebEx, Verint, Office Communicator
Awards & Recognition:
Who’s Who Recipient
Dean’s List
Goodrich Scholar
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