Customer Service Manager

Bonnie Kelly

Project Manager, Human Resources Training and Development

Winter Haven, FL

*******@*****.*** - 786-***-****

Relocating to SW Florida.

Highly effective, results driven manager with experience in various fields including healthcare, insurance and wireless communications. Proven track record of providing strong leadership, facilitating employee development and operational excellence. Selected to manage a project in California to start up a remote 60 seat customer service call center. Project was completed under budget and ahead of schedule. Extensive experience collaborating to create value and deliver results. Qualifications include:

- Project Management - Training and Development

- Employee Engagement - Coaching and Mentoring

- Budget Management - Change Management

- Collaborative Team Leader - Operations Management Willing to relocate to: Key West, FL - Fort Myers, FL - sw florida Authorized to work in the US for any employer

WORK EXPERIENCE

Project Manager, Human Resources Training and Development Cardinal Health at Home - Twinsburg, OH - October 2008 to September 2016

• Planned and implemented strategic initiatives by leading corporate projects. Analyzed, organized and developed a major Company project to initiate a 'shift' in company culture. Including introducing a companywide reward and recognition program.

• Consult with business partners on employee concerns, training and development needs. Provided support and guidance to all divisions, jobs and multiple locations, included Customer Service, Billing, Warehouse, Sales and all new hires.

• Conducted needs assessments to determine training requirements, individual skill gaps, target groups for the purpose of evaluation and measurement of program and facilitator effectiveness.

• Identified and designed a strong curriculum for interactive leadership programs for a diverse audience. Resulted in significantly improved VOE scores.

• Coordinated and managed multiple projects, consistently meeting deadlines and budgets.

• Mentor and counsel subordinates and indirect reports. Director of Quality (DBA Edgepark Medical Supplies)

• Created a quality monitoring program for Customer Service, Billing and Sales. Significantly improved the customer experience by performing gap analysis and implemented improved processes; resulted in in a 12% improvement via customer satisfaction surveys over a 6 month period.

• Collaborated with leadership to implement new call recording software including analytics and introduced consistent KPI's and performance improvement plans. Created monthly and quarterly reports.

• 6 month assignment in California to open a remote location. Responsible for hiring and training all site personnel. Responsibilities included recruiting, hiring and training all site personnel. Introduced an improved hiring process, salary and succession planning resulting in a highly efficient site with minimal attrition, strong relationships and high performing teams.

Manager of Customer Care

Cleveland Unlimited (DBA Revol) - Independence, OH - January 2007 to October 2008 Manager of Customer Care

• Accountable for managing the daily operation of an inbound customer care call center. Effective strategic planning, responsible for department results, monitoring and analyzing performance data and operating within budgeted guidelines.

• Emphasis on gaining efficiencies, reducing attrition, improving the quality of the customer interaction through training and quality programs.

• Introduced new infrastructure to 'turn around' results dramatically improving the customer experience through improved service levels, reduced abandonment rate, quicker average speed of answer and increased first call resolution.

• Liaison with Human Resources, IT, Marketing, IT, Sales and Finance. Department Manager, Support Center

Datavantage Corp - Solon, OH - October 2005 to January 2007

• Responsible for a 24-hour 365 day technical support center. Develop, monitor and refine capacity plans, key indicators and performance management.

• Motivated, provide guidance, and developed a team of 5 managers through coaching, mentoring, training and leadership.

• Oversaw customer relationships by exceeding service levels agreements while ensuring profitability margins are met.

Sr. Call Center Customer Service Manager

Twinsburg, OH - October 2000 to September 2005

• Managed the daily operation of a 170 seat high volume in-bound customer service call center. Accountable for meeting service levels, coaching, counseling and developing a team of 8 supervisors.

• Performed analysis and determined the need for training and quality programs. Resulting in establishing support roles for career development and improved employee coaching and satisfaction.

• Managed department budget, schedules, reporting and analysis. EDUCATION

2 years completed towards bs in Business Administration Salem College

Certificate in Project Management

Kent State University

Contact this candidate