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Customer Service Manager

Cleveland, Tennessee, United States
October 11, 2016

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Shelly Criddle

*** ****** **. *********, **. ****3 423-***-**** s

Workforce Management Assistance April 2014 current

● Administer Weekly and Monthly Call Center Incentive program/contest.

● Work with Supervisor and Manager on planning and development of weekly/monthly contest and criteria on which to focus

● Assists Supervisors and Manager with planning, development and implementation of events in Call Center such as National Customer Service Week.

● Maintain/update scheduling contact spreadsheet.

● Provides administrative assistance in the maintenance of the call center's software, and hardware.

● Assists with gathering and maintaining information for all databases.

● Polls Reps on topics needing to be addressed and bring list of topics to Supervisor prior to weekly/monthly meetings.

● Assist with preparation and distribution of daily, weekly, monthly and quarterly reports regarding call volumes, referrals and other statistics.

● K eep Call Center staff updated with day to day changes.

● Monitor Break/Lunches to ensure breaks and lunches are being taken during non peak hours.

● Report policy /procedure issues to Supervisors and/or Managers Manage the call Que(s)ss

● Ensure that there is adequate phone coverage during the day and maintaining great customer service.

● Collect data from a program source called Mixie, that includes each agent's average calls per day, hold time, and call handle time. The information is exported to an excel spreadsheet to collect an average for each department. The information is sent to the training material writer to make any adjustments and also to see where additional training is needed.

● View all departmental sections of phones and online chats to see where additional help is needed. This is done throughout the day. I then make a decision to see if help is need to add anyone agent to help to equal out the volume for inbound calls and online chat.

● Collect up sale data for each agent and export the information to an excel spreadsheet. The information is then compiled to present monthly and quarterly report by agent, and then given to m anagement to update each agent's score card used for quarterly schedule bids

Team lead. February 2011 April 2014

● Ensure that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e mail, Internet request for callbacks, and returned mail.

● Ensures all of these transactions are documented

● Ensures that Call Center Representatives complete their assigned daily tasks. Serve as additional backup to perform all daily tasks of Call Center Reps.

● Ensure that the Call Center Representatives performed outbound class reminder calls unless calls are being made by an assigned representative.

● Serve as a resource person for the call center representatives in the absence of the Supervisor. Check into Cash. Loan Officer Oct. 2006 June 2009

● Verify applicant's personal information history.

● View financial records to see what amount applicant is able to qualify for loan amount.

● Prepare loan document

● Process loan.

Most used programs: Microsoft excel, AS400, Microsoft word. Personal and Business References

Tyler McDaniel

Army Officer 2nd Lieutenant


Brandon Hall

Attorney at Law

Office 901-***-****

Cell. 901-***-****

Kim Norwood

Control Specialist


Kevin Osborne

Corrugator Supervisor


Ashtyn Walters

Solutions Architect


Crystal Renner

HR Denso


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