Customer Service Manager
Resume:
Christina Marie Martin
Hemet, CA 92544
Cell Phone 951-***-****
********************@*******.***
PROFESSIONAL SUMMARY
Highly accurate detail orientation in Accounting and Office Management – Financial Analyst and Dispatch Service Manager with 15+ years of relevant experience, ability to multitask in a fast paced environment, while meeting and exceeding origination expectations.
SUMMARY of ORGANIZATIONAL SKILLS
15+ YEARS EXPERIENCE IN ACCOUNTING & BOOKKEEPING
7 YEARS EXPERIENCE IN SUPERVISION & CUSTOMER SERVICES
SPECIALIST IN AUDITING & RECONCILIATION
EXCELLENT COMMUNICATIONS AND CUSTOMER SERVICE SKILLS
RESULTS ORIENTED
Customer Service Manager – Call Center Trainer and Analyst
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Dispatch Manager/ Special Projects: Prepare daily, weekly and monthly call volume and status reports. Analyze reports to create schedule for 24 hour Call Center Update and maintain procedures for multiple clients.
SIGNIFICANT ACCOMPLISHMENTS
Developed training material for new hires and continued training for call center staff and cross training support for other departments within the company, Provide customer service and utility information to customers of client utilities. Created a program to analyze call center data and create schedules for the Customer Service Center. Created and implemented conservation programs.
COMPUTER SYSTEMS AND SOFTWARE
Word, Excel, PowerPoint, Outlook, Utilities, sewer and energy (conventional & solar)Computer systems & components Financial services, BillMaster, SEDC, CUSI, Utility Power Net, QuickBooks, FileMaker Pro, Online Utility Exchange.
EMPLOYMENT HISTORY – Christine Martin ********************@*******.***
ENCO UTILITY SERVICES, Hemet CA
10/2005 –07/2014 Call Center Manager – Financial Analyst Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
RMI Management
06/2004 -10/2005 Customer Services Rep. - Hemet CA
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Dispatch Manager/ Special Projects: Prepare daily, weekly and monthly call volume and status reports. Analyze reports to create schedule for 24 hour Call Center Update and maintain procedures for multiple clients.
H & R Block San Jacinto CA
2001- 2011 Assistant Manager CTEC Registered Tax Preparer– Preparation and review of federal and state income taxes for individuals, businesses, benefit funds, real estate, and exempt organizations. Prepares internal memoranda written correspondence/guidance, private letter rulings and other documents for submission to the IRS or Treasury Department Trains staff, reviews and evaluates their work. Reviews financial records, such as prior tax return forms, income statements, and documentation of expenditures to determine forms needed to prepare return. Consult tax law handbooks or bulletins to determine procedure for preparation of atypical returns. Calculate form preparation fee according to complexity of return and amount of time required to prepare forms.
Franklin Financial Group Centaurs
06/2003 – 01/2004 Administrative Assistant - Provide administrative support as needed, including answering phone calls, time/expense entry, calendar management, etc. Compose and type routine client correspondence. Maintain internal database of all contact information, personal information, and regular interaction with clients and vendors. Maintain internal database of all client account information and implement proper account set-up procedures. Adhere to all internal procedures regarding the maintenance of client data and record. Manage the new client process including the processing of paperwork and requests for additional information, etc. Produce weekly Excel report on department time and expense data. Manage office mailings. Assist with coordinating meetings, lunches, presentations, etc. Copying, assembling, and scanning tax returns and financial statements. Order office supplies as needed
EDUCATION & TRAINING
2014 ITU Microsoft Office Professional Access 2010
2013 Current NCCPT Health, Fitness and Human Anatomy
2012 Mt. San Jacinto College Bookkeeping course and furthering my education in accounting, bookkeeping and Business Management
2012 Mt. San Jacinto College Excel basic and Excel for Business
2000-2010 California Tax Education Council Completed 28+ CPE units Tax Preparer Certification Certificate Overall final course grade of 98 % 4+ Miscellaneous Seminars in Tax Update
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