Customer Service Manager

Cedric D. Williamson

*****************@*****.*** – 404-***-**** – Atlanta, GA 30344

EXECUTIVE SUMMARY

Motivated, results-driven Call Center Manager possessing over 15 years specialized experience in Telecommunications Management in CLEC environment with proven performance as profit “maximizer” skilled in capturing customer results, growing sales revenue to multi-million dollar levels and negotiating cost-saving initiatives reducing overhead by tens of thousands of dollars. Demonstrated success in applying extensive industry knowledge in negotiating profitable customer/vendor partnerships thus securing competitive contract wins. Innovative problem solver: able to see business and technical sides of problems.

SKILLS

Personal

Exceptional communication skills; Strong in Leadership over multiple tasks

Top-notch in time management and organization; Strict in attention to detail and accountability

Creative in presentation of new ideas, goals and plans; Self-driven in small/large rapid paced environments

Technical

Experienced in Call Management System (CMS)

Efficient in Microsoft Office Suite, Lotus Notes, Internet navigation and e-mail etiquette

Proficient in document preparation and editing through word processing

PROFESSIONAL EXPERIENCE

AT&T, Atlanta, Georgia, August 2002 – Present

Customer Service Manager

Served as point-of-contact for all business-to-business interactions while strategically securing and maintaining client contracts with 100% customer retention and satisfaction.

Supervised daily operations of 62 employees directly supervising, mentoring, coaching and leading all Customer Service Representatives (CSRs), Team Leads and Supervisors across shifts.

Managed daily CSR and Team Lead performance ensuring above average customer service and satisfaction to internal and external customers in CLEC call center environment.

Evaluated Team Leads and CSRs Call Center performance on a monthly basis. Implemented policy improvements to ensure service and quality level expectations were met and exceeded per upper management guidelines.

Improved the following by 20%: Speed of Answer, Wrap-up Time, Talk Time, Abandon Rate and First Call Resolution.

Monitored training needs and ensured proper CSR education per policy.

Utilized incentives to increase and maintain attendance while minimizing customer impact.

Maintained open line of communication with CSRs to develop personal and professional performance objectives.

Enhanced retention rate 35% through implementing 2-week new hire nesting area offering associates real-time Supervisor assistance thus boosting competency and confidence level.

Resolved escalated customer complaints. Met Service Level Agreements 100% via informing team of goals and individual customer requirements.

MACON TELEGRAPH, Macon, Georgia, November 2001- August 2002

Area Manager

Acquired new business accounts daily.

Trained new employees on newspaper distribution and circulation guidelines.

Resolved customer complaints; regaining customer satisfaction and maintaining valuable accounts.

MCI WORLDCOM, Alpharetta, Georgia, November 1997 – November 2001

Call Center Supervisor

Managed day-to-day operations of up to 65 employees.

Improved employee retention rate from 15% to 4% by employing more stringent screening guidelines during hiring process.

Bettered speed of Answer from 49 seconds to 35 seconds utilizing an Incentive Plan to raise focus.

Supervised overall productivity of call center operations.

Assisted in training and development of all employees on new and existing products.

Ensured quality assurance of all inbound and outbound call activity.

Verified and approved employee time cards for payroll.

HELIG MEYERS, Richmond, Virginia, July 1992 – November 1997

Team Leader

Supervised overall productivity of call center operations.

Assisted in the training and development of employees on new and existing products.

Responsible for quality assurance of all inbound and outbound call activity.

MILITARY EXPERIENCE

United States Army, Honorable Discharge, Rank – 2nd Lieutenant (O-1), 1987 - 1992

Emphasized leadership, discipline and strict attention to detail.

Served as Supervising Officer in U.S.Army Logistics Department.

Trained all Soldiers on Logistics Workflows.

Ensured parts and stock were properly accounted for on Log Forms.

Processed inbound and outbound deliveries by maintaining established Tracking Logs.

EDUCATION & CREDENTIALS

Cameron University, Lawton, Oklahoma

Bachelor of Science in Business Administration

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