Customer Service Manager

OBJECTIVE: Obtain a challenging leadership position applying creative problem solving and lean management skills with a growing company to achieve optimum utilization of its resources and maximum profits.

EXPERIENCE:

R&R Marketing 01/12 to 1/15

Customer Service Manager

Manage front end operations effectively

Create, Implement and maintain standard policies and procedures for the Customer Service Department

Develop and train work force, build relationships, utilize skills of workforce

Process information/orders through AS400

Provide reports to Senior Management by compiling and analyzing data

Resolve customer service problems by communicating with other departments to achieve results

Adjust priorities and manage time wisely in a fast-paced environment

Provide hands-on contact with clients and customers with outstanding customer service

Meet service level agreements, quality and productivity goals

Career Quest

Call Center Manager of Admissions 09/09 11/10

Oversees staff activities; plans and monitors employee scheduling and coverage and coordinates training

Serves as liaison to one or more departments providing student support services

Coordinate applications review, verification of information, and timely forwarding of data

Completes projects to improve services and enhance productivity and cost-effectiveness

Performs related duties as assigned

Myron Corp

Call Center Manager 11/08 09/09

Responsible for the performance and development of the Account Executives

Prepares action plans by individuals as well as by team for effective search of sales leads and prospects

Assists Account Executives in preparation of proposals and presentations

Conducts one-on-one regular coaching and counseling with Account Executives

NJN Publishing

Call Center Manager 8/06 11/08

Use ACD monitor progress and review calls using Oasis system

Coach reps and multitask in a fast paced environment

Ensure proper coverage with staff schedules

Manage daily estimates for 13 newspapers

Goen Technologies

Call Center Manager 09/02 – 08/06

Manage call center business operations for a service delivery to the weight loss industry

Perform written appraisals and approve timesheets

Processing ACD calls into usable reports to monitor the call center

Business to business (B2B) sales experience with weight loss products

Ensure proper coverage with staff schedules

EDUCATION:

Dale Carnegie New York, NY

Chubb New York, NY

National Education Center Nutley, NJ

DeVry Woodbridge, NJ

Southwest Edgecombe Pinetops, NC

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