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Customer Service Management

Location:
Dallas, Texas, United States
Posted:
October 20, 2016

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Jimmy Nolen

Eustace, TX *****

acw5rn@r.postjobfree.com - (903) *******

To obtain a challenging, results oriented position that will allow me to use and enhance my operations skills while contributing to the overall success of the business and client relationships. Authorized to work in the US for any employer

WORK EXPERIENCE

Admissions Coordinator - Supervisor

ETMC Tyler - Tyler, TX - March 2015 to Present

Assist patients with all hospital needs. Clincal staff point of contact for all things registration. Manage and staff for 24-7 ER and admitting shifts. Plan for and react to outages and all operational needs for administration. Production Manager / Sales

Label Arts - Kemp, TX - August 2013 to April 2015

Supervision of business operations. This includes press operator's, shipping, accounting and designer's for labels. Responsible for purchasing and inventory control. Deliver for customers and stakeholders requirements. Shipping and receiving supervisor that included all packing. Drove new sales and answer to customers growing needs.

Resource Management Specialist

Accenture - Richardson, TX - February 2012 to February 2013 Housed at a client’s site to support schedulers, forecasters, and planners who are responsible for capacity planning, shift assignment, exception tracking, scheduling of overtime and time off, intra-day management and reporting.

I am responsible for order management to vendors and outside clients for work prioritization. I support sites in Richardson Texas, Manila, and Bangalore.

Lead Customer Service Supervisor - MAXIMUS

Texas Access Alliance Project - Athens, TX - June 2006 to February 2012 Athens, Texas - Supervisor Team Leader

• Lead Customer Service Supervisor supporting 5 Supervisors and 40+ CCR's.

• Immediate supervisor for daily operations of CCR's (Customer Care Representatives.) 15 - 20 CCR's.

• Focal for immediate resolution of customer concerns and escalations.

• Served as subject matter expert for peers, CCR's, and Management.

• Gathered and analyzed statistical data for presentation to Management.

• Monitored Service Levels, making adjustments and balancing resources available to accommodate work activity and call volumes.

• Provided immediate logistical support during unplanned outages or when measurements were not met.

• Responsible for feedback and development of CCR's in areas of Quality, Production, and Attendance, ensuring all objectives were met and counseling and re-training as needed.

• Ensured curriculums and Business Process Flows were in line with day to day operations by CCR's.

• Developed Daily Reports for the center utilized by management for call volumes and trend analysis by program.

• Interviewed, assisting in hiring, training, and developing CCR's career paths for the center.

• Delivered Disciplinary Actions up to terminations when needed under Management Supervision. PROJECTS WITH MAXIMUS

• Lead Supervisor in rollout and overall success of EB (Enrollment Broker) and IE (Integrated Eligibility) and CHIP (Children's Health Insurance Program) programs for Athens Call Center.

• Chosen to represent Athens on multiple occasions at other TAA (MAXIMUS) sites for process revisions and reviews prior to the deployment and training of CCR's.

• Training / mentoring current interim Supervisors on job roles and expectations of a Supervisor.

• Lead for Predictive Dialer - Outbound Call Center Project for Athens working with the State of Texas for Children's Health Insurance Program.

• Facilitated Special Projects as needed for CHIP program supporting the Texas Project. Including: - Medicaid Renewal Outbound Project

- Surveys for On - Line Applications Outbound Project

- Program Technician Case Assistance - Processing Project Customer Service Senior (Supervisor)

IBM Services Center - Dallas, TX - 2000 to 2006

• Immediate supervisor for daily operations of CCR's (Customer Care Representatives.) 10 - 25 CCR's.

• Focal for immediate resolution of customer concerns and escalations.

• Served as subject matter expert for peers, CCR's, and Management.

• Gathered and analyzed statistical data for presentation to Management.

• Monitored Service Levels, making adjustments and balancing resources available to accommodate work activity and call volumes.

• Assisted with Work Force Management as needed ensuring optimal resources were utilized and adjusting as needed.

• Provided immediate logistical support during unplanned outages or when measurements were not met.

• Worked with peers in cross centers both nationally and internationally to ensure all measurements were met and exceeded.

• Served as trainer for new hire classes and performed gap training as needed. Advisory Teleservices Representative / Customer Service Coordinator (Team Lead) IBM Services Center - Dallas, TX - 1997 to 2000

• Responsible for daily operations of Customer Service Representative Team. (15 - 20 Team Members.) Focal for immediate resolution of customer concerns or escalations. Served as subject matter expert for peers, CCR's, and Management.

• Gathered and analyzed statistical data for presentation to Management.

• Monitored Service Levels, making adjustments and balancing resources available to accommodate work activity and call volumes.

• Assisted management to provide logistical support for all unplanned outages or when measurements were not met.

• Trained numerous classes for new coordinators.

• Developed training curriculum utilized by multiple platforms for classes and side by side training. Customer Service Coordinator

IBM - Dallas, TX - 1995 to 1997

• Responsible for timely assignment of customer service requests to technical field management and personnel. (Service technicians). Expedited service requests and escalated when needed to Team Lead. EDUCATION

Devry Institute Of Technology

1991 to 1993

SKILLS

Call Center Management, Staff Development, Process Creation, Training, Team Building, shipping, production and staff development

ADDITIONAL INFORMATION

QUALIFICATIONS:

Extensive management skills with 15 years in the Call Center Industry. Experience in CAS (NSS), Call Center Manager (IBM), D Base, Lotus 123, Lotus Notes, Lotus Word Processor, MS Office, Lucent Center view, Blue Pumpkin, Witness, Web-view, E-Quality, Viewer and RETAIN.



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