Customer Service Manager

JEFF EWANCHUK

**** ******* **, ********, ** (C) 587-***-**** ****.********@****.**

Professional Summary

PROFILE: Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement. I am effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Loyal and highly motivated with 6 years management experience, 10 years in customer service/ accounts receivable and 5 years in customer service and sales. Possessing excellent communications and inter personal skills

MANAGEMENT SKILLS: Proven ability to manage with consistent results. Excellent organizational and analytical skills and the ability to lead projects and get results. Adopts a systematic approach to problem solving and effectively analyses results and implement solutions. Dedicated and committed, willing to take on challenging roles, tough assignments and work to tight deadlines. Dedicated to effective team management and customer satisfaction.

COMMUNICATION SKILLS: Due to experience with varied positions within a call center environment, a better perspective has been gained to elevate quality in employee/ manager relations. Resulting in communication skills teamed with the ability to develop rapport with employees and peers. Comfortable and confident in dealing with individuals of all levels. I am dedicated to building a highly motivated team aware of their role in improving productivity and quality.

PERSONAL ATTRIBUTES: A flexible and versatile team player that will work hard and excel in any environment. I strive to exhibit a strong work ethic, be reliable, dependable and conscious of duties and responsibilities. A positive approach to all tasks and pride in achievements has resulted in many successes. The ability to form good relationships with both peers and staff is central to my character.

Skills

Skilled trainer

Excellent time management skills

Exceptional interpersonal communication

Effective problem solver

Adherence to high customer service standards

Customer-focused

Review product placements and trends to identify areas of opportunity and advancement.

Delivery and enforcement of progressive disciplinary action.

Maintaining required levels of attendance.

Microsoft Outlook, Word and Excel.

Maintaining and editing of automated telephone system

Experience with AVAYA phone systems.

Monthly projection forecasting and recommendations for individual and team objectives.

Identifying and correcting staffing requirements.

Schedule management

Tracking and updating of attendance and payroll reports daily and weekly.

Report development

Completed daily bank deposits.

Proficient with processing coupons, vouchers, gift cards

Count money in cash drawers at the beginning of shifts

Count and prepare regular cash drops during shift as required.

Count and reconcile register credit records/cash at end of shift to ensure that amounts are correct.

Work History

Front End Manager 03/2015 to 06/2015

Windshield Surgeons – Edmonton Area, AB

Ordered and maintain shop required supplies including sundries, glass and moldings.

Completed daily reconciliation of credit card machines and tills.

Completed daily bank deposits.

Politely assisted customers with their requests and product inquires

Answered a constant flow of retail and business account calls.

Addressed and resolved customer product complaints empathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Mastery of customer service management systems and databases.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Prepared reports and communication for senior management.

Acted professionally and patiently when addressing negative customer feedback.

Customer Sales and Service 03/2010 to 03/2015

Windshield Surgeons – Edmonton Area, AB

Politely assisted customers with their requests and product inquires

Effectively managed a high-volume of inbound and outbound customer calls.

Answered a constant flow of customer calls with up to 20 calls in queue per hour.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Mastery of customer service management systems and databases.

Referred unresolved customer grievances to designated departments for further investigation.

Manager of Virtual Operations – Alberta 09/2009 to 03/2010

GCS Inc – Edmonton Area, AB

Team Leader/ Client Supervisor 06/2002 to 07/2009

NCO Financial Services – Edmonton Area, AB

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

Adhered to all confidentiality requirements at all times.

Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

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

Trained staff on operating procedures and company services.

Provided accurate, specific and timely performance feedback for CSRs.

Identified individual development needs with appropriate training.

Managed work flow to exceed quality service goals.

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

Maintained up-to-date knowledge of product and service changes.

Published metrics to measure the organization's success in delivering world class customer service.

Effective liaison between customers and internal departments.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Resolved associate, tool and service delivery issues revealed by statistical reports.

Identified individual development needs with appropriate training.

Cross- trained and backed up other customer service managers.

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity

Customer Telephone Agent 07/1999 to 06/2002

NCO Financial Services – Edmonton, AB

Politely assisted customers in person and via telephone.

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

Met and exceeded and quality standards every review period.

Effectively managed a high-volume of inbound and outbound customer calls.

Answered a constant flow of customer calls

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Mastery of customer service management systems and databases.

Referred unresolved customer grievances to designated departments for further investigation.

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

Acted professionally and patiently when addressing negative customer feedback.

Cineplex Theaters 04/2014 to 10/2014

Box Office

-Greet customers entering establishments.

-Sell tickets to patrons.

-Be knowledgeable about movies, show times, seating capacity.

-Be familiar with cash register and ticketing system.

-Accurately collect amounts owed and issue change.

-Proficient with processing coupons, vouchers, gift cards

-Be proficient with ticket corrections. (Refunds, ticket swaps, show time errors)

-Resolve customer complaints

-Maintain clean and orderly till areas.

-Count money in cash drawers at the beginning of shifts

-Count and prepare regular cash drops during shift as required.

-Count and reconcile register credit records/cash at end of shift to ensure that amounts are correct.

Guest Services

-Stand at a podium and greet patrons.

-Make sure customers have a ticket for the show they're attending.

-Confirm information, tear tickets and direct the patron where to go.

-Clean and maintain the theaters after customers have left.

-Perform theater checks during a film to ensure that the sound and picture are acceptable.

-Perform routine checks of the bathrooms to make sure they are clean and well stocked.

-Resolve customer complaints.

-Find lost items or people, find seats or remove unruly people.

-Organize staff to prioritize theater cleaning based on attendance and time.

-Organize and schedule breaks based on cleaning requirements.

-Maintain order and ensure adherence to safety rules.

-Maintain concession stand stocks (straws, napkins, condiments)

-Maintain cleanliness in lobby and food court areas.

-Disposed of collected trash using industrial compactor.

-Restocking of commonly required items in storage closets.

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