Customer Service Management
Resume:
Sonya Slaughter
Desoto, TX *****
Ph# 972-***-****
Email *********@***.***
As a successful business leader, I am skilled in Call Center, Purchasing and Collections Management with knowledge, and expertise in all positions. As a leader with over seven (7) years in Call Center Management, including department metrics, forecasting call volume, managing service level as well as communicating with all levels of management verbally and in writing. Also (9) years of extensive purchasing management experience ranging from raw foods, FF&E, fleet management, and strategic outsourcing teams, negotiated contracts, developed long term commodity strategies, utilized e-sourcing tools, completed cost analysis, and sourced for best value.
Core Competencies
Manage the development of team by ensuring that they receive an adequate
amount of counseling, coaching and training, and encourages
personal development
In-depth experience monitoring goal setting and problem solving
Strong comprehension skills and solution focused
Recognized in delivering on commitments and ensures actions are consistent
Ability to adapt and excel in challenging and competitive environments
Excellent multitasking
• Forecasting
• Process Management
• Budgeting and Cost Management
• Contract Management
• Contract Negotiations & Business Alliances
• Driving the development of superior customer service
• Leading workflow distribution and floor management to ensure department metrics are met
• Strong comprehension skills and solution focused
• Management
• Multitasking
• Team Building
Work Experience
Manager, Account Services Billing
ADT
September 2014 – Present
Manage call center operations and employees
Improve customer service by interactions through evaluation and re-
engineering of processes
Administer performance management by identifying improvement
opportunities, providing effective feedback, coaching, training,
professional development and corrective action plans
Perform quality checks develop and review performance reports, identify
and implement measures to improve performance levels as well as meet
objectives
Facilitate team meetings
Monitor and analyze report results; implement changes as necessary
Enforce policies, procedures, and standards; investigate customer
escalations and provide appropriate resolutions
Monitor interaction between staff and callers to ensure quality assurance
standards are met
Utilize KPI’s to improve staff performance
Manager, Customer Care
ADT Security
May 2014 – September 2014
Improve customer service by interactions through evaluation and re-
engineering of processes
Administer performance management by identifying improvement
opportunities, providing effective feedback, coaching, training,
professional development and corrective action plans
Perform quality checks develop and review performance reports, identify
and implement measures to improve performance levels as well as meet
objectives
Facilitate team meetings
Monitor and analyze report results; implement changes as necessary
Enforce policies, procedures, and standards; investigate customer
escalations and provide appropriate resolutions
Monitor interaction between staff and callers to ensure quality assurance
standards are met
Utilize KPI’s to improve staff performance
May 2014 to September
Manager, Collections
ADT Security
June 2008 to Present
Manage call center operations and employees
Improve customer service by interactions through evaluation and re-
engineering of processes
Administer performance management by identifying improvement
opportunities, providing effective feedback, coaching, training,
professional development and corrective action plans
Perform quality checks develop and review performance reports, identify
and implement measures to improve performance levels as well as meet
objectives
Facilitate team meetings
Monitor and analyze report results; implement changes as necessary
Enforce policies, procedures, and standards; investigate customer
escalations and provide appropriate resolutions
Monitor interaction between staff and callers to ensure quality assurance
standards are met
Utilize KPI’s to improve staff performance
Executive Consumer Affairs Specialist
ADT Security
June 2006 to June 2008
Creative writing, resolved executive level complaints. Responded to Better
Business Bureau, Attorney General’s office, and the media.
Analyzed, reviewed, and recommended process improvements to prevent future
complaints, improved efficiency, and reduced costs.
Customer Care Rep., Lead Specialist
ADT Security
June 2005 to June 2006
Owner/Manager
DMN Distributors
March 2003 to December 2004
Purchasing Agent/Manager of Nutrition Services
UT Southwestern St. Paul
October 2002 to November 2003
Wrote Specifications
Managed department of 35
Wrote SOP’s (Standard Operating Procedures)
Wrote and administered Review
Administer performance management by diagnosing improvement opportunities,
providing effective feedback, coaching, training, professional development,
and corrective action plans.
Facilitated Training Classes
Awarded Bids and Negotiated Contracts
Evaluated Vendors to make ensure adherence to contractual agreement
Food Buyer/Supervisor
Dallas County Sheriff's Department
-
Dallas, TX
January 2002 to October 2002
Wrote Specifications
Wrote SOP’s Standard Operating Procedures
Awarded bids
Requested RFP, RFQ’s, and RFI
Awarded Bids and Negotiated Contracts
Evaluated Vendors to make ensure adherence to contractual agreement
Purchasing Agent
La Quinta Inns, Inc
September 1999 to October 2001
Wrote Specifications
Wrote SOP’s (Standard Operating Procedures)
Wrote Training Manuals
Requested RFP, RFQ’s, and RFI’s
Facilitated Training Classes
Awarded Bids and Negotiated Contracts
Generated Purchase Orders
Purchasing Agent/Fleet Administrator
Protection One
January 1993 to September 1999
Made vendor selections,bid evaluations, processed purchase orders, and
expedited shipments
Managed fleet of 1200, administered vehicles into Fleet Management System
Formulated monthly reports on maintenance, fuel expenses, and inventory
levels.
Conducted periodic audits for inventory check, outlined future and present
Automobile needs.
Answered incoming calls, provided technical and billing assistance to
Customers, and documented accounts.
Education
MBA in Business Administration - Technology
Texas A & M University
Perusing Graduation Date December 2016
Bachelor of Business Administration
Northwood University
Graduated June 2006
Additional Information
Skills
• Negotiating
• Customer Relations
• Analytical
• Staff training and development
• Problem solving with resolution
• Process improvement
• RFI/RFQ/RFP
• Team Building
COMPUTER SKILLS
Proficient abilities on mainframe and PC network environments.
Experience using Windows, Excel, Word, Power Point, Sequil, Outlook, MasterMind, CoperNet, Nice, Lawson, and Oracle
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