Customer Service Manager

Darlene J. Powers

***** ** **** ***, *********, WA 98682

Cell: 360-***-****/Email: *******@***************.***

Professional Highlights:

Dedicated Call Center and Customer Service Operations Manager with a focus on the customer experience.

Strong team builder, communicator, and forward thinker.

Skilled, organized Project Manager.

Creative problem solver.

Career Profile:

Finity, Inc – Portland, OR 11/2014 - 9/2015

Customer Service Manager

Lead a team of 16 Wellness Services Representatives in a Call Center completing Health Risk Assessments.

Responsible for metrics placed by client with a 95% service level and less than 5% abandoned rates.

Process payroll via TOGGL and ADP.

Interview, extensive training program for all new hires.

Coach and mentor employees to achieve individual goals.

Work closely with project managers and VP of Operations while bringing on new clients.

Reporting on metrics through Five 9 application with VOIP.

HIPAA Compliant.

First Group America - Vancouver, WA 7/2012 – 7/2014

Customer Service Supervisor

Lead a team of 15 CCR’s in a Call Center environment.

Responsible for assuring daily, weekly and monthly metrics.

Ensure Service Level rating above 90%.

Conduct monthly one-on-one meetings with employees providing them with individual metrics and personalized coaching.

Produce weekly reports on revenue and growth percentages.

Process bi-weekly payroll and create schedules.

Develop relationships with over 100 Service Locations to assure reliability and customer satisfaction.

Integra Telecom Portland, OR 8/2011 – 7/2012

Customer Care Representative II

Assist customers with technical inquiries.

Troubleshoot billing questions, set up and discontinue services.

Up sell products and services, document renewal proposals.

Provide highest levels of customer service at all times.

Dotster, Inc. Vancouver, Wa 11/2000 – 8/2009

Customer Care Manager

Developed and deployed high level training initiatives for Customer Support, Sales, and Web Design teams.

Managed and maintained customer facing knowledge base as well as all internal job aids and resources.

Deployed surveys for strategic data mining and analyzed results for new process implementations.

Created, managed, and implemented quality monitoring program achieving no less than 93% quality scores.

Provided daily direction to Customer Support representatives in a blended Call Center environment.

Supported cross functional teams focused on process definition and improvement

Managed high level Corporate Account customers.

Assisted legal team to ensure compliance and reduce risk.

Monitored and evaluated daily call center metrics and provided necessary reporting to all levels of the organization.

Provided forecasting and scheduling to meet defined SLA’s.

Deployed new programs and technologies to internal teams.

Managed Call Center personnel including hiring, discipline, and training.

Assisted customers with technical inquiries through phone, email, and live chat.

Acted as department liaison to improve process and customer satisfaction.

Ensure highest levels of customer service and professionalism at all times.

Education

Hudson’s Bay High School, Vancouver, Wa

Clark Community College (3.87 GPA)

International Academy of Design & Technology (4.0 GPA)

Kaplan University (4.0 GPA)

Industry Tool Proficiency

MS Office Suite, IE, SAP, CRM

eBranch, Contactual CRM, CISCO, Visio, ShoreTel

Camtasia Video Software, RightNow Technologies, Skype

Five 9

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