Customer Service Manager
Resume:
GERALD STOUT
Beaumont, CA **223
Tel: 951-***-****
**************@*****.***
Talented career driven professional and 20 years Military retired with over 35 years of experience. Highly qualified team player with excellent management skills, seasoned Quality Assurance Management skills, outstanding Customer Service Call Center process improvement skills and capable of developing high performing team members. Supply Chain Purchasing/Contract Management for Military installations, Material Inventory Management processing skills, Formal counseling/evaluations management techniques, success oriented, effectively competent in prioritizing projects, self-driven and respectably capable of Managing staff.
KEY QUALIFICATIONS
Seasoned Staff Manager E-Talk (Quality Assurance Recorder System)
Microsoft Word Verint Recording System
Microsoft Excel CallSweet Recording
Microsoft Access Contracting Management/Quotes Services
Microsoft Outlook Inventory/Supply Purchasing
Data Processing Commercial Purchasing Certificate
Accounts Receivable Management Advanced Budget/Fiscal Management
Blue Pumpkin Time Management Systems Logistics/Warehouse Management
Oracle Supply Data Ordering System Supply Requisition/Ordering Systems
Certificates and Awards
Certified Facilitator- Customer Service New Hire training, Certificate of Commendation, Management Excellence Awards, Service Excellence Awards, Commercial Purchasing Certificate, Advanced Equipment Requisitioning/Inventory Control Management
WORK EXPERIENCE
LowCost Interlock, Redlands CA June 2015-Aug 2016
Call Center/Quality Manager
Manage incoming Call Center Team responsible for all customer support interactions.
Perform formal coaching and mentoring for all Customer Service Representatives pertaining to monthly performance goals
Requirements
Monitor and manage the Quality assurance department for consistency and accuracy based on current department policies
and procedures.
IHERB Inc, Moreno Valley, CA Mar 2015 – Apr 2015
Quality Assurance Analyst
Analyzed staff results in calls/emails/video interactions, provided immediate/constructive feedback for improvement results.
Identify areas of concern to Management for immediate improvement in Quality performance standards.
ADVANCED CALL CENTER TECHNOLOGIES/ATT, Sacramento, CA June 2014 – Nov 2014
Supervisor
Manage team of agents taking incoming customer inquiries, monitor performance Matrix for consistency and conduct coaching with staff in areas needing improvement. Coach and mentor staff in areas of Quality, Performance goals and attendance per company Policies.
COGNIZANT/GOOGLE, Mountain View, CA Oct 2013 – May 2014
Team Leader/Quality Assurance Manager
Manage the inbound TIER1/TIER2 Call Center Team responsible for all customer support interactions.
Performed formal coaching to all Customer Service Representatives pertaining to their daily interactions with customers.
Mentored staff by assisting in employment decisions and setting career performance standards.
Establish Quality initiatives to ensure consistent monitoring and improvement in overall Quality results for Department.
MAXIMUS JOBS PROGRAM, Phoenix, AZ June 2010 - April 2013
Quality Assurance/Training Coordinator (Dec 2011 – Apr 2013)
Managed a team of Quality Assurance Specialists and responsible to oversee the quality, consistency and accuracy of the staff’s compliance to current departmental policies and procedures.
Conducted monthly 2nd Level Quality Monitoring analysis to ensure team was performing to company standards.
Ensured consistency with all communications to Quality Groups regarding policies and procedures and identified current productivity trends to increase more streamlined and efficient process improvements.
Initiated changes necessary to improve project quality initiatives and overall customer satisfaction.
Enabled an improved and increased Quality Ratings to a standard of 95% during FY 2012.
Established Quality performance KPI standards by working with management teams to identify problems/solutions; improve service levels; increase trainings, mentoring and coaching staff; developing, documenting and conducting performance evaluations using KPI standards for performance measurement.
Customer Service Call Center Supervisor (June 2010 – Dec 2011)
Managed the inbound/outbound Customer Call Center Team who was responsible for all client support services.
Responsible for the staff’s career development initiatives, mentoring and coaching.
Monitored Quality improvement results and conducted assessments on Quality assurance reviews of client cases
Established monthly development goals based on current KPI standards
Conducted monthly conferences to evaluate call center goals to ensure improvement for overall team performance
Performed Quality evaluations and reviews of recorded call center calls to ensure compliance t company standard processes and procedures
Developed and implemented the company’s overall Team Member Recognition Program to increase employee morale by providing a consistent company process to recognize and motivate high performing team members
WELLS FARGO HOME MORTGAGE, Phoenix, AZ January 2000 - June 2010
Human Resources Delivery & Service Manager (Sep 2007-June 2010)
Managed the Customer Service Team that consisted of 10-15 staff members which included hiring, setting performance standards, training and conducting performance evaluations.
Partnered with HR to process and address staff inquiries in regards to payroll and medical enrollment benefit
Responsible to address all service related activities for current Wells Fargo team members and retired Wells Fargo Bank members which included: identifying problems/solutions, improving service levels, conducting reviews of policy and procedural changes to ensure accuracy and efficiency
Developed and maintained effective business relationships with all clients and management
Assisted in the development of the overall HR departmental procedures by recommending improvements and changes for greater efficiency to both internal and external customers
Quality Assurance Supervisor (Dec 2005- Sep 2007)
Supervised staff of 10-15 Quality Monitor employees who were responsible to conduct quality reviews of inbound/outbound customer service calls.
Analyzed staff results and provided immediate and constructive feedback for improvement results
Established performance measures, partnered with upper management, provided training, coaching, career development initiatives and documented and delivered performance evaluations
Ensured consistent and timely communication to all employee direct reports and Customer Service teams regarding changes to company policies, procedures and trend reports.
Initiated changes necessary to improve department’s efficiency and performance to improve Customer Satisfaction.
Partnered with Customer Service Supervisors to resolve monitoring disputes to support all business objectives pertaining to Quality improvement initiatives.
Customer Service Call Center Supervisor (Oct 2003 - Dec 2005)
Performed formal coaching to all Customer Service Representatives pertaining to their daily interactions with customers
Mentored staff by assisting in employment decisions and setting career performance standards
Developed employee learning standards in reference to Mortgage Business Processes and Procedures.
Reviewed daily and monthly KPI reports to ensure work performance standards are consistent with corporate requirements and implemented changes, as necessary
UNITED STATES MILITARY, Toms River, New Jersey
Supply Admin/Equipment Requisition Management/Inventory Manager/Marine Corps (Oct 1976 - Mar 1997)
20 years retired Marine Corps
Performed invoice reconciliation for equipment purchases for multiple facilities, Material Management processing
Acted as Fiscal Accounting Manager responsible for allocating and determining budget requirements
Acted as Supply Administration Manager responsible for negotiating contracting vendor services for military equipment, military personnel credit card facilities, training equipment, weaponry and parts, Government Credit Card Purchasing
Acted as Warehousing Manager responsible for inventory control of military training facility support equipment, Disposition of
Unserviceable Equipment as required, Supply requisition/order replacement of Unserviceable Equipment, Medical Supply Purchasing
Acted as Transportation Budget Manager responsible to manage battalion annual training allocations and spending’s
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