Customer Service Manager

THOMAS HAWKINS

***** ********* ***, ******, ** **883 (H) 714-***-**** (C) 714-***-**** **********@*******.***

Professional Summary

More than 15 years' successful experience in management and customer support with recognized strengths in logistic support,

account maintenance, problem-solving and trouble-shooting, staff support, planning/implementing proactive procedures and

systems to avoid future problems. Possess solid computer skills with excellent working knowledge of IBM operating systems;

Microsoft Excel, Microsoft Word. Ability to train, motivate, and supervise employees. A team player, acknowledged as "Total

Quality Customer Service Professional."

Skills

Exceptional communication skills Works well under pressure

Professional phone etiquette Exceptional interpersonal communication

Customer service-oriented Effective problem solver

Accurate and detailed Customer-focused

Skilled in call center operations Microsoft Outlook, Word and Excel

Work History

Logistic Coordinator 08/2007 to Current

X-Factor Communications – Orange, CA

Assign all dispatched work orders using ETA Direct.

Support 30+ field technicians covering Southern California to ensure all work is completed with emphasis on time frames.

Heavy phones and constant communication with clients regarding appointment information.

Quickly and effectively solved client issues or setup appointment.

Politely assisted customers in person and via telephone.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Store Manager 06/2006 to 08/2007

CEC Entertainment – Huntington Beach, CA

Greeted customers entering the store to ascertain what each customer wanted or needed.

Provided an elevated customer experience to generate a loyal clientèle.

Earned management trust by serving as key holder, responsibly opening and closing store.

Conducted weekly walk-throughs with the general manager to discuss interior visual displays, including store window

presentation.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems

on the spot.

Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.

Customer Service Manager 02/2003 to 06/2006

Credit Foundation of America – Irvine, CA

Strong leader for customer service department of debt management company.

Constant interaction with all department managers and board of directors.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Fostered an environment which encouraged continual process improvements.

Solved unresolved customer issues.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Facilitated inter-departmental communication to effectively provide customer support.

Education

MCP Certification, A+: Computer Repair 1998

Computer Education Institute - Irvine, CA

Coursework in Computer Structure and Assembly

Coursework in Computer Networks

Contact this candidate