Customer Service Management

OBJECTIVE

A career opportunity that challenges me to enhance customer relations and develop initiatives to improve productivity and quality through a philosophy of servant leadership.

SKILLS

- Bilingual (Spanish) - Critical Thinking - Change Management - Customer Service

- Employee Development - New Hire Interview - Problem Solving - Project Management - Training - MS Office

EXPERIENCE

Premises Technician

AT&T 9/2013 – Present Saint Charles, IL

Customer Service Supervisor

U.S. CELLULAR 4/2006 – 12/2013 Bolingbrook, IL

Consultant / Trainer

Challenger, Gray & Christmas 4/2005 – 4/2006 Chicago, IL

Systems Project Analyst

LaSalle Bank N.A. / ABN-AMRO

1/2003 – 4/2005 Chicago, IL

Customer Support Specialist

Claims Strategies Incorporated 6/2002 – 1/2003 Oakbrook, IL

Systems Analysts

Navistar

6/2001 – 6/2002 Melrose Park, IL

Trainer

United Healthcare of Illinois

4/1994 – 5/2001 Chicago, IL

Customer Service Specialist

AT & T

9/1990 –4/1994 Mesa, AZ

COMPETENCIES

Analyzed technical and non-technical information using critical thinking to determine efficient resolution, and documentation of assigned job functions. Supported R&D Engineers in diesel engine development; Provided Tier level 1 desktop agent support in call center environment and provided on site support for the service resolution of Internet, IPTV and VoIP services.

Coached and developed associates through use of performance management tools and collaborative one on one or group discussions to achieve company standards. Coached clients through change management on the effects of job loss, conducted new hire training of systems and policy and procedures that met employee job duties; and employee career development.

Designed and presented training material to small and large groups that addressed multiple learning styles, incorporating case studies and self-discovery for skill attainment of company standards. Developed new hire training for care center agents; administered training that Gauged course involvement and adjusted course content based on participant skill set/knowledge based on evaluation of employee assessments.

Directed employees on policy and procedures that pertained to the management of customer account information. Over saw the processing of medical claim information, monetary account balance adjustments and the job requisitioning for engine maintenance in engine dyno cell.

Established documentation guide and test matrices used for the purposes of updating customer account information; and company asset databases. Created documentation that contributed to efficient use of engine software file sharing; the enhancement and supported role out of proprietary computer and telephony system updates.

Evaluated client service gaps and determined through needs analysis required actins for employee performance and customer service improvements. As a supervisor I evaluated employee performance against company standards, as a system analyst and technician I used system knowledge, processes and tools to ascertain performance gaps and improvements.

Supervised union and non-union call center staff of 12 – 25 representatives through team building in one-on-one and group settings. Administered team-scheduling, payroll, evaluated agent performance based on call productivity, quality analysis observations and commenced performance improvement process through disciplinary action when associate performance did not meet expectations.

Trained staff on compliance mandated policies and procedures (i.e. Federal mandates that applied to health insurance as well as privacy policy that applied to wireless communication), in addition to systems training of proprietary call systems, and support of enhanced features through system upgrades.

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