Customer Service Manager
Resume:
Lydia Lay
Duluth, GA 30096
***.*****@*****.***
CAREER SUMMARY:
Experienced management professional with planning and organizational skills that balance work, team support and customer service responsibilities in a timely and professional manner. WORK
EXPERIENCE:
Bankers Fidelity Life Insurance
May ’11 – Present
Customer Service Supervisor, Atlanta, GA
• Responsible for a team of 23 customer service representatives, quality control, adherence to guidelines and follow through
• Point of escalation for all customer issues
• Ensuring consistently high levels of customer service at all times
• Coaching and training of current and new representatives Outcomes Health Information Solutions
June ’09 - May ‘11
Claims Supervisor, Norcross, GA
• Perform companion calls to develop and train customer service representatives.
• Conduct meetings with team members and customer service manager; give feedback on representative’s performance.
• Compile and write performance evaluation.
H&S Masonry, INC.
January ‘05 – June '09
Executive Assistant, Duluth, GA
• Provide administrative and business support to the CEO of Duluth’s largest masonry firm and support other members of the executive management team.
• Maintain CEO’s calendar -- plan and schedule meetings, teleconferences and travel.
• Negotiated favorable terms and pricing agreements with resorts, vendors, caterers and other providers for service at special events, saving at least $50K annually.
• Improved office efficiency by implementing color-coded filing system and introducing additional time-saving measures.
• Enhanced communication between foremen and executive team, fostering a sense of teamwork and collaboration.
EDUCATION
Associate’s Degree of Arts; Journalism
Georgia Perimeter College, Dunwoody
Norcross High School, August 2002 – May 2006
All core classes completed.
Successfully completed the Rising Professionals Program Honor Roll 2003 - 2005
RELATED
SKILLS:
Strong organizational skills
Great communication skills
Detail oriented
Effectively handles multiple tasks simultaneously
Works independently with minimal supervision
Proficient in MS Word, Excel, Quicken and QuickBooks Excellent with any internet based work
90 WPM
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