Manager Customer Service

PROFILE

Accomplished Management and Training Professional, offering 20 years experience, specialized training and significant strength in the following areas:

Proven success in managing high-volume call center operations; accountable for strategic planning, resource allocation and optimizing workflow; drive sales through quality production that includes short hold-times; lead flawless rollout of new client campaigns

Expertise in designing and coordinating training and development, both classroom and computer-based; create production guides for daily reference; track and maintain training data; execute train-the-trainer programs; participate in identifying emerging leadership candidates

Demonstrated effectiveness with total quality management program; ensure effective call monitoring, identify problem areas, and schedule targeted training; implement reward program for strong performance; monitor supervisors to calibrate standards in staff-assessment processes

Consistently focus on delivering highest customer service standards and precise compliance with contract terms, toward account satisfaction and retention; contribute to corporate initiatives for efficiency, cost control and other improvements

Proficient with team leadership for direct reports and overall staff; plan and direct short- and long-term activities; manage hiring initiatives, evaluations, raises and discipline; solid record of motivating excellent level of goal attainment

Proficient computer skills with proprietary applications, along with Excel, Word, PowerPoint and Outlook; solid administrative abilities include creating documentation, reviewing reporting and disseminating data among appropriate managers and team members

Personal Characteristics: critical-thinking skills; honesty and integrity; attention to details; flexible and adaptable

CAREER OVERVIEW

AT&T, Austin, Texas 8/2012 to 10/2015

Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas

May be required to work in one or multiple queues/skill sets over various customer contact channels

Responsible for improving customer retention through programs and service provided to the customer

Utilizes mechanized systems to initiate and complete service orders and handle customer requests

Continually maintain working knowledge of all company products, services and promotions

Make recommendations according to customer's needs on features, accessories, upgrades and rate plans

Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories

Affiliated Computer Services, Houston, Texas 8/2007 to 2/2011

Earned two promotions in delivering client services within call center for Fortune 500 outsourcing firm based in Dallas, which was purchased by Xerox in 2010.

OPERATIONS MANAGER (promotion; 4/11)

Accountable for driving sales through delivery of excellent service in support of major telecommunications client. Conduct frequent conference calls with client representative regarding operational metrics and issue resolution, and constantly monitor team performance.

Plan and direct activities for team of nine supervisors and up to 150 customer care agents. Ensure daily coaching on focused topics and compliance with internal and external requirements.

Analyze goal reporting for supervisors, and execute further coaching toward optimal results. Prepare annual evaluations, recommend wage increases, and assign disciplinary actions within HR guidelines. Interview job candidates and make final hiring decisions.

Facilitate leadership development program for supervisors and agents, and participate in administering assignments and reviewing performance to identify emerging leaders.

Collaborate on potential efficiency measures and other business with division vice president and general manager. Report to assistant general manager.

Key Accomplishments in this Organization:

Designed initial leadership development program and continued to upgrade with support of several management teams throughout tenure.

Ranked No. 1 out of 52 managers in achieving goals in 2/2010. Honored by general manager with Juggernaut awards for team achieving goals six times in 2010.

INTERIM QUALITY MANAGER (promotion; 2/08-10/08)

Provided leadership to total quality management (TQM) program. Directed team of 10 quality representatives in monitoring agent calls to ensure compliance with customer service guidelines. Established number of calls to monitor, and reviewed reports of findings. Implemented additional agent training and $200 reward program for top performers.

Calibrated quality of supervisor methods for evaluating agent calls, which involved observing and assessing proper standards in grading procedures.

Also analyzed training for new client campaigns toward achieving required quality specifications.

CALL CENTER TRAINER (8/07-1/08)

Conducted skills, technical, management and staff development training courses in classroom environment, with emphasis on executing client training and testing for new hires. Facilitated computer-based training that included role playing and call execution prior to placement in operations.

Verizon Business Inc. / WorldCom / MCI WorldCom / MCI, Humble, Texas 7/1996 to 3/2006

Retained position and earned progressive promotions across three corporate mergers for call center of major telecommunications company.

TRAINING QUALITY MANAGER (promotion; 01-05)

Implemented strategies to ensure training effectiveness and quality of call execution, in collaboration with center director. Hired, developed and supervised 10 consumer trainers and 10 quality analysts. Began in Assistant role for first six months in this department.

PROGRAM IMPLEMENTATION POINT OF CONTACT (promotion; 04-05)

Responsible for flawless rollout of new client call programs within facility, which included training trainers for ultimate delivery to agents. Additionally taught courses based on works of Franklin Covey and John Maxwell for supervisors and agents.

CONSUMER TRAINER II (promotion; 01-04)

Tracked development of sales agents via call monitoring and report analysis. Identified shortfalls and developed training to meet needs, in collaboration with management.

LEAD FLOOR SUPPORT TRAINER (promotion; 00-01)

Supported supervisors in training agents on frequent new client programs, researching questions and attending conference calls to develop solutions.

TRAINER (96-00)

Conducted classroom training in variety of corporate topics for new hires and existing staff.

Office of Texas Senator Gonzalo Barrientos, Austin, Texas 10/1990 to 10/1994

CASE WORKER

Performed special investigations and assisted constituents with concerns regarding issues such as child support, domestic relations, workers' compensation, employment discrimination and prison conditions.

EDUCATION AND TRAINING

PROFESSIONAL DEVELOPMENT

Variety of training throughout career includes the following books: 7 Habits of Highly Effective People (Stephen Covey); First Things First (Stephen Covey); One Minute Manager (Ken Blanchard); Becoming a Person of Influence (John Maxwell); Developing the Leaders Around You (John Maxwell); Leadership 101 (John Maxwell); and Who Moved my Cheese (Spencer Johnson).

COURSEWORK – Communications – toward bachelor's degree – Texas Tech University, Lubbock

COURSEWORK – prerequisite studies – Huston-Tillotson College, Austin

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