Customer Service Manager

**** ***** *****

Lewis Center, Ohio *****

740-***-**** (home)

614-***-**** (cell)

***********@*****.***

Rosalie A. Ventresca

Summary

Results oriented Manager with over 20 years customer service experience. Strong in developing and leading highly motivated teams driven to achieve business goals, improve efficiency, and enhance profitability. Self motivated, independent, detail-oriented with strong analytical and organizational skills.

Proficiencies include:

Customer Service Operations

Communications

Leadership & Vision

Training & Development

Strategic Planning & Solution Design

Business Development

Project Management

Sarbanes Oxley Control Framework

Vendor Relations

Process Development, mapping, reengineering

Public Speaking

Experience

2012-Present Accel, Inc.

Director of Administration

Provide administrative and product support to Co-CEO’s of the company. Ability to approach each day with a proactive versus reactive mind set. Skilled at managing multiple conflicting priorities while offering outstanding service. Manage the coordination of meetings (on and off site), travel arrangements, manage phones, response to basic request for information, update calendars daily, and perform various administrative skills (verbal and written).

2010-2012 CareWorks USA

Absence Management Specialist

Serve as the primary contact for multiple clients’ employees providing disability assistance for FMLA, STD, LTD. Provide customer service support, inform of their rights and process all of their claims documents. Claims administration by:

Processing all forms and analyzing to determine eligibility

Communicating absence and return to work information

Coordinating claims

2006- 2008 RVI, Inc. /DSW, Inc.

Support Center Manager

Provided support for customers and responsible for communicating operational policy & procedures. Responded to request from all levels of management and staff as well as interacted with other internal departments.

Hired to design and develop organization’s first HR Support Staff

Developed and standardized policies, processes and forms for (5) five brands which represented 19,000+ associates.

Implemented shared service vendor management practice, tools, and organizational structure that became the basis for shared service management model.

Conducted training sessions for standardized processing as well as ongoing support.

Established weekly meetings to measure productivity and monitor progress of workflow to ensure adherence to company’s strategic goals.

Facilitated department “lunch & learns” to build relationships, share information, build business acumen, and create alignment on priorities across the department.

Implemented HR Information System to create a paperless environment. Resulting in an annual savings of $8.5 million dollars.

Collaborated with field to create a culture of increased customer service.

Assess the performance and behavior of staff and provided consistent feedback for developmental opportunities.

Developed job aids to facilitate increased productivity for associates.

Extremely active in all corporate event planning.

Employee Appreciation Days

Golf Outing

Charity Events

1999 to 2006 Safelite Auto Glass

Contact Center Manager

Provided advanced sales support and customer service nationwide with direct responsibility for (8) eight managers and 250 associates.

Provided hands on training to contact center and field associates.

Maximize staff productivity reducing the cost-per-call through increased efficiency. Results allowed for a better part-time to full-time staff ratio.

Designed and implemented the corporations first set of sales closing procedures for insurance referrals which resulted in a 20% increase in positive sales.

Restructured the operations and streamlined administrative functions by reducing agent down time. Results included increased sales and cost savings for the division.

Established liaison procedures to act between contact center operations and the field management.

Processed and validated survey data through audit procedures to allow technicians to earn incentive pay.

Assigned Key Performance Indicators to associates through daily and weekly one-on-one and staff meetings

Education

The Ohio State University

B.S., School of Human Ecology

Major, Fashion Merchandising

Computer skills include: Word, Excel, PowerPoint, Internet, Intranet, Lawson, Kronos, Avaya, Outlook, and Windows.

References Upon Request

Contact this candidate