Customer Service Management

Jacqueline N Witherspoon

**** ******* ******* ***** ******, GA 30080 404-***-**** *******@*******.***

Call Center Professional

An innovative leader, coach, trainer and customer service advocate with a wealth of knowledge and experience in contact center management. Possess solid problem-solving abilities; proficiency in the areas of goal setting, training and performance management. Proven expertise in developing diverse, highly efficient teams that focused centered on achieving business goals. A passion for exceeding organizational objectives is the catalyst for continued success in developing customer service professionals

CORE SKILLS

Call Center Management Customer Service Business Management

Performance Management Training/Staff Development Staffing/Scheduling/Productivity Standards

Organizational Planning Data Reconciliation Analytic, research and problem-solver

Wipro Business process services/Atlanta, GA 2015- Present

Health Care Contractor

Call Center Supervisor-Accountable for agents (21-28) who reach out to approximately 40 -60 providers per day to ensure client information is accurately listed on web page:

Apply partnership approach when coaching staff to ensure performance standards are achieved

Monitor random calls to improve quality and customer service, technical accuracy, minimize errors and track operative performance of call center teams

Utilize Omega to monitor queue and generate various statistical reports

Analyze reporting data to identify areas of opportunity

Team up with quality assurance and calibration sessions to improve customer service delivery

Serve as point of escalation

Assist with the implementation of new processes

Initiate corrective actions to address performance concerns

Present mid-year and annual performance appraisals

Perform other assignments as required

ATL 311-/Atlanta, GA 2014 - 2015

Customer Service Supervisor - Responsible for day-to-day operation of call center staff (10-15) who handle inbound calls from residents and customers:

Motivated, coached and developed staff, and administer disciplinary action

Participated in quality assurance and calibration sessions to improve customer service delivery

Prepared and administer monthly, quarterly and annual performance evaluations

Monitored inbound call queues and CRM workload

Handled customer service escalations

Initiated billing adjustments

Handled incoming calls during peak hours

Participated in succession planning and the development of annual performance goals

MCKESSON CORPORATION-ALPHARETTA, GA 2013 -2014

Product Support Manager - Lead call center staff (12-15) supporting McKesson’s Valued Added Reseller Customers as they encounter problems using the company’s software product s or solutions.

Monitored calls and coached team members to ensure quality customer interaction by ensuring that issues were handled efficiently, accurately and in a timely manner

Prepared work schedules, maintained daily and weekly statistics; resolved escalated customer issues

Responsible for service levels, abandon rate, call quality and accuracy as well as adherence to all policy and procedures

Beta tested products to ensure streamline operating process and reduce cost to both the customer contact center and cross functional business units

PRIMEDIA/apartment guide-Norcross, GA 2012 - 2013

Customer Service Supervisor- Oversaw call center staff (10-15) who reached out to approximately 25 customers per day to ensure product satisfaction and client information is updated accordingly

Partnered with staff during coaching opportunities

Through a collaborative approach, identified what incentives would inspire them to want to become leaders

Monitored KPI’s to ensure department metrics were met

Served as point of escalation, identified and analyzed escalated issues and provided feedback

Presented mid-year and annual performance appraisals

Department of Information Technology and Communications - New York, NY 2007 – 2012

311 Call Center Supervisor - Managed call center professionals (15-20) in a 24x7 operation who are the source for New York City’s non-emergency government services Approximately 44,000 calls per day, 300-400 calls answered per agent and 80% of call answered within 30 seconds.

Charged with the day-today operations and activities of a call center team

Lead and coached team members to ensure quality customer interaction, built and retained customer relationships

Ensured that issues were handled efficiently, accurately and in a timely manner

Responsible for service levels, abandon rate, call quality and accuracy as well as adherence to all policy and procedures

Worked with Managers to achieve contact center goals and objectives

Utilized Verint Impact 360, NICE and CMS call routing applications

Managed mid-year and annual performance evaluations, corrective action, feedback, coaching and development

Served as point of contact for escalations requiring advanced expertise or discernment in order to resolve customer issues

Maintained daily and weekly statistics; lead team meetings and participated in bi-weekly calibration sessions

Identified opportunities where process improvements or information management may increase team’s efficiency

Brooklyn Museum of art - Brooklyn, NY 2006 - 2007

Visitor’s Center Supervisor - Organize customer service professionals (15-20) who greeted and conducted point of sale transactions.

Managed and coached team members to ensure quality customer interaction, built and retained customer relationships

Ensured that issues were handled efficiently, accurately and in a timely manner

Worked with Manager to achieve museum goals and objectives

Served as point of escalation for escalations requiring advanced expertise or discernment in order to resolve customer issues

Managed cost control, cash management and performance enhancement abilities, minimizing on labor costs by efficiently scheduling staff, monitoring time and attendance, and enforcing proper cash handling/cash audit procedures

Managed mid-year and annual performance evaluations, corrective action, feedback, coaching and development

Lutheran Medical Center - Brooklyn, NY 2002 - 2006

Concierge - Promoted the delivery of high quality customer service for an exceptional patient and visitor experience.

Partnered with clinical care coordinators, hostesses, medical and dietary staff to meet service goals

Ensured that issues were handled efficiently, accurately and in a timely manner

Monitored program performance and services

Completed detailed weekly statistical summaries,

Updated patient daily tracking information and reconciled patient accounts

Education

Baruch College - New York, NY 1979-1980

Liberal Arts Diploma

Bushwick High School for Social Justice- Brooklyn, NY 1975-1979

Skills Experienced in Microsoft Office Applications: Outlook, Excel and Word

OMEGA and Avaya

NICE, Audiology and Siebel 78; Verint Impact 360, Blue Pumpkin and CMS; Calabrio

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