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Customer Service Manager

Louisville, Ohio, 44641, United States
October 31, 2016

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Rosemarie N. Sonntag

**** *** *

St NW, Canton OH 44709


RELEVANT High-volume call center management

SKILLS E xperienced in training and mentoring new employees and managers Ability to motivate and lead employees to exceed goals Cisco Networking (CCNA levels 1 & 2)

Microsoft word, Microsoft excel, Microsoft outlook Computer proficiency



C arrara Companies, Richfield, OH – September 2016 – October 2016 C ustomer Service Manager

Answered incoming phone lines

Set appointments for customers

Set appointments for technicians/project managers

Gathered customer information

PlusOne Communications, Akron, OH – August 2009 to August 2016 Human Resources Generalist, September 2014-2016

Conduct employment and wage verifications for both past and present employees

Benefits enrollment and administration through multiple carriers

Processing of employee terminations

Assist in recruiting efforts – interviews and career fairs

Track vacation hours and employee assistance in verification of eligibility

Support payroll with processing and reporting through ADP

Update an HR Dashboard to reflect current employee attendance/disciplinary points

Issuing warnings and potential terminations to respective supervisors

Maintain personnel files in an organized manner

Track employee data and document in various excel spreadsheets and HRIS systems

Assist with unemployment claims and hearings, including information attainment and case building, and all paperwork processing

Processed all FMLA/LOA paperwork and requests

Process Coordinator, J uly 2013-August 2016

Propose a monthly budget

Planned rallies/parties and outings

Pick up office supplies when needed

Pick up/order lunches when needed

LiveHealth Project Lead (shared resource project), January 2013-August 2014

Client Interaction and liaison

Training of new employees

Customer Follow-up – Credits, Escalations, Complaint Research

Reporting – Quality & Efficiency

Speech Analytics Manager, April 2012-September 2014

Speech tag confidence level verification

Speech Tag phrase creation

Speech Tag phonetic phrase identification

Speech Tag Phrase adjustments & updates

Develops weekly/daily work plan for analysts

Reporting Analysts responsibilities – Quality & Efficiency

Track schedule adherence

Coach & develop analysts

Disciplinary documentation

Quality Analyst Lead, D ecember 2009-April 2012

Participate in design of call monitoring formats and quality standards

Participate in call calibration meetings with the client; identify client expectations and needs, interpret and relay findings to Management, Supervisors, Operations, and Quality Assurance Analysts

Provide feedback and coaching to Supervisors and Managers to improve quality scores

Conduct audit of agent phone calls regularly, record findings, and ensure accuracy in feedback and scoring metrics

Recommend procedural changes and training opportunities to management Performance Supervisor, June 2009-December 2009

Develop new agents and train tenured agents to excel

Manage a team of 25 agents

Take care of all agent issues, enforce company policies

Handle escalations

Call center floor control and handle necessary questions real time Teleperformance, Akron, OH – January 2007 to May 2009 Customer Support Lead, January 2007-December 2009

Provide customer service including: instructions on proper setup and configuration of Outlook/Express, guidance on how to send/receive emails, and reset customer email passwords when appropriate

Provide first level technical support for customers by providing instruction on topics such as: bypassing a router, checking computer settings, IP diagnostics, and modem functionality

New hire tours, informing of their job title, and grade their soft skills test

Second interviews

EDUCATION McKinley Senior High School, Canton OH

Course(s) of Study: College Preparatory & Cisco Networking, June 2004 ACTIVITIES Volunteer, Homeless Shelter finding residencies, 2007- current

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