Customer Service Manager

Debra White

214-***-**** – **********@*****.***

Professional Summary:

Successful professional with 10+ years of experience at enterprise level in contact center operations, software defect support, asset management real estate software and oil and gas software. High performance in staff management, inventory control, accounts receivable, accounts payable, inspections, remote hosting support and appraisals.

Client-focused Technical Client Relationship Manager, dedicated to exceeding client expectations, maintaining strong, fruitful working relationships with customers to gain their trust and respect, offering these core strengths:

Customer Service/Helpdesk Property Management Vendor Management Client Relationship Management

Quality Assurance Business Operations Team Leadership Conflict Resolution

Office Administration Instructor User Support Quality Assurance/Testing

Release Management Installation/Software/Hardware

Knowledge of Microsoft Platforms Banking Services

Technical Client Relationship Manager- PDS Companies, Arlington, Texas

April, 2005 – December, 2014

Professional Duties and Responsibilities:

Manage all account activity daily. Assist development with the lifecycle of the product line, design, planning, analysis, functional testing, implementation, change management and maintenance.

Perform tracking on all customer activity and create, distribute status reports to customers and upper management weekly and monthly. Use root cause analysis to identify defect trends and create action plans to improve implementation/deployment/maintenance processes.

Strengthen working relationships with clients, utilizing excellent communication techniques. Conduct customer care calls.

Demonstrate customer care skills and solution oriented resolutions and results driven attitude.

Project coordinator and perform escalation management, and single point of contact for all customer request/issues.

Address key client queries and resolve them in an expedited manner, promoting sustained revenue growth through client retention, referral generation, and the leveraging of cross-sales opportunities.

Implement quality assurance processes to improve client experience and promote operational efficiency.

Perform needs-based and situational assessments of all policies and procedures to improve operational efficiency, manage and reduce costs, and promote employee and client satisfaction.

Maintain a strong working knowledge of products, services and respective marketplaces, including regulatory trends, competitor strategies, product growth, general economic conditions, and other relevant information.

Act as a liaison between clients, vendors, sales and support staff, and other management partners to facilitate information flow and drive operational efficiency.

Provide superior customer support via phone, email, and fax. Coordinate and document the customer service process.

Respond to customer inquiries and requests for information. Met critical client expectations and deliver results in a timely manner.

Assist with the development of presentations to customers and new accounts.

Perform account reviews and participate in product reviews with the client.

Responsible for scheduling purge and resizes of customer database.

Maintain and implemented installation schedules, upgrades and maintenance for software at customer sites.

Assist the test department with functional testing and create test plans.

Gather customer requirements and communicate requirements concisely, orally and verbally to development.

Manage multiple projects simultaneously and other task as assigned.

Demonstrate a professional demeanor in person and on the phone.

Pre-Post-Sales Support experience.

Create SOW/RFI/RFP/Quotes for Services

Service Level Agreement

Operations Manager – The White House Assistant Living Facility – Arlington, Texas

June, 2002- Apr 2005

Directs and coordinates activities of life enrichment program planning and implementation, culinary operations, interior and exterior integrity of the building, marketing efforts, and nursing and health care services.

Maintains census and prepares competitive analysis reports. Responsible for tracking inventory.

Works in collaboration with all disciplinary team members to coordinate every aspect of resident care.

Direct hiring, scheduling, and training of personnel and ensures managers are familiar with and adhere to state regulatory standards.

Maintains continued education requirements for all staff (including self), as required by professional licensures and state regulations.

Develops, monitors, and participates in the Manager on Duty (MOD) call rotation.

Maintains accurate resident charts and state required documentation and is prepared for state survey and health inspections at all times.

Ensures Plan of Correction is properly completed, corrected, and returned in a timely manner and within identified timeframe.

Completes all incident report investigations and report’s findings according to state regulations and company policies.

Monitors and communicates landscaping, property maintenance, capital improvement, and kitchen needs on an on-going basis.

Manages petty cash funds and ensures all managers work within established budgets.

Coordinates complete move-in process for all new residents.

Addresses all issues and/or concerns of resident’s family members and ensure prompt resolutions for overall family satisfaction.

Responsible for overall safety of residents and the facility.

Maintains high staff morale and fosters a supportive work environment.

Compliance coordinator for state licensing standards for assisted living facilities.

Perform accounts receivable and accounts payable duties. Responsible for budgeting and purchasing goods and services.

Create financial reports for upper management monthly and annually.

Perform inspections of the client quarters and the facility.

Document any infractions/violations and informed management.

Coordinated Medicare/Medicaid Benefits.

Responsible for personnel time and payroll and Case Management. Market to perspective clients.

Ensure the proper reporting of profit & loss, job cost, cash flow, contract deliverables.

Sr. Technical Software Engineer Call Center – IBM Corporation – Dallas, Texas

Manager Data Center – Fishkill, NY

Release Manager – Rochester, MN

Business Analyst

Software Trainer, Rome, Italy

Sr. Testing Team Lead – Poughkeepsie, NY

Call Center 3rd Level Support

Programmer – Austin, Texas

September, 1974- June 2002

Manage the data center team. (15)

Supervisor and Team Lead provided direction for the software support team.

Create RFP/RFI

System upgrades, database management and maintenance. System installations/upgrades/maintenance

Support the Marketing team with providing customers with product training.

Develop technical manuals for products. Gather customer requirements for development.

Liaison between the customer/marketing/development

Communicate requirements of management to the team members. Technical Lead for software implementations.

Wrote deployment plans provided them to clients. Create project plan and team assignments.

Provide quality service and achieved superior customer satisfaction.

Answer contact center internal and external customer software questions.

Develop contact center statistics and generated reports for management.

Performed root cause analysis and gather data for development research.

Create test plans and installation instructions. Pre/Post sales experience.

Responsible for supervising customer service agents and other staff.

Trains, coaches, and mentors employees on how to deliver the best customer service possible.

Investigate customer's problems and find solutions.

Communicate with customers via phone, email, or letter.

Hire, train, and terminate customer service agents.

Provide scripts to read from during phone calls.

Handle major incidents that cannot be resolved by agents.

Resolve complaints and order issues.

Ask customers to provide feedback on agents and customer service experience.

Keep abreast of new company products and services.

Issue refunds to customers

Analyze data and statistics.

Compile and print reports on overall customer satisfaction.

Isolate and identify areas of improvement.

Train agents on how to adequately address problem over the phone or how to write correspondence.

Work with management on customer service initiatives.

Utilize social media to respond to customer complaints and praise.

Educational Qualifications References provided at request

BA in Business Administration and Management.

SKILLS: Microsoft Office - Email Software - Internet Browsers - Peripheral Devices - Personal Computers - Spreadsheet Software - Word Processing Software – SharePoint - Trust Real Estate Management - Trust Mineral Management System – QuickBooks, Microsoft Windows 7, Lotus Notes, General LAN/WAN Knowledge, MS Outlook, Desktop Troubleshooting Skills, Demonstrated Analytical And Problem-Solving

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