Customer Service Manager
Resume:
Career Overview
Core Strengths
Accomplishments
Work Experience
Eva Holcomb
Aurora, In 47001
H: 513-***-****
M: 513-***-****
***.*******@*******.***
A former Customer Service Manager who effectively motivates associates through continual guidance, direction, development and coaching.
Customer Service team lead with a track record of managing a wide variety of customer service issues quickly and efficiently.
Team Lead who specializes in quality service, customer retention, productivity and team management.
Team management
Conflict resolution techniques
Management of remote employees
Skilled multi-tasker
Talent development
Sharp problem solver
Energetic work attitude
Training and development
Deadline-oriented
Management of remote employees
Management of remote employees
Strong organizational skills
Active listening skills
Reduced staff turnover by 100% in one year by implementing several well-received team and morale-building programs.
All Stars for 50 managers in 1999-2000
Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
Scheduling
Managed detailed scheduling to ensure adequate staffing through high-volume holiday season.
Assessment
assessments, of up to 38 employees and direction on the need of # of employee March 1996
to
August 1998
PBMS Cincinnati, Oh
CSA
Organized daily mail for 1600 customers, volume 50,000 pieces monthly. Maintain list and organizing the runs, 3 times a day, insuring all deliveries were within SLA August 1998
to
June 2006
PBMS Cincinnati, Oh
CSM
Successfully managed the activities of 38 team members in multiple locations. Services mail. dock, conference rooms and receptionists for 15 additional employees. Developed, implemented and monitored programs to maximize customer satisfaction. Interviewed, hired and trained new quality customer service representatives.Provided detailed monthly departmental reports and updates to senior management.Answered employee questions regarding [Topic] and [Topic] and resolved any issues.Conducted new employee orientation to foster positive attitude toward organizational objectives and to assist HR in the Cincinnati/Dayton area
Selected and interviewed candidates for all available positions. All payroll maintained and entered by weekly.
Managed the day-to-day tactical and long-term strategic activities within the business. Reviewed and approved billing invoices and expense reports. July 2007
to
May 2008
PBMS Cincinnati, In
CSM 11
Compiled and synthesized relevant business data such as financials, performance and headcount forecasts.
Created training manuals targeted at resolving even the most difficult customer issues. Successfully managed the activities of 30 team members in multiple locations within the state.
Monitored the daily activities of 7 customer support teams. Addressed negative customer feedback immediately.
Provided detailed monthly departmental reports and updates to senior management. May 2008
to
August 2010
PBMS Cincinnati, Oh
CSTL
Developed rapport with the customer base by handling difficult issues with professionalism. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Resolved customer questions, issues and complaints. Completed all quarterly reports with healthcare customer August 2010
to
Current
PBMS Cincinnati, OH
SDTL
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department to manager. Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Developed rapport with the customer base by handling difficult issues with professionalism. Maintained SLA's daily and changed some process to improve on effect results for the employees and customer.
Made reasonable procedure exceptions to accommodate unusual customer requests. Addressed customer service inquiries in a timely and accurate fashion. Cross-trained and provided back-up for other customer service representatives when needed.Worked as a team member performing claims, agent, mail, metering, operators and print processes. Have worked with Dover over the last year to help identify print jobs and how they were processed and in the future.
June 2006
to
July 2007
Compass Group Cincinnati, OH
City Mail Manager
Advised site managers on organizational policy matters and recommend needed changes. Served as a link between site management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.Created job descriptions to attract a targeted talent pool within the market wage range. Educational Background
Interests
Additional Information
1976 Colerain High School Cincinnati, Oh, USA
GED
Nascar
Boating with family
Enjoying time with (Macy) my Maltese
Summer fun with my grandchildren
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