Customer Service Manager

MILLER, STELLA M.

**** ********* ******, *********, **** 52804, 563-***-****, *******@*****.***

OBJECTIVE

I am a loyal and dedicated individual who has an ambition to succeed in any position. I love to learn and am always up to any challenge. I am seeking a position where I can develop and excel while giving my all. I am looking to obtain a challenging position which allows me to utilize my experience to the benefit of my employer and allows me to continue my own professional development.

8/16/15 – 12/15/2016

Customer Service Team Manager AT&T MOBILITY DAVENPORT, IA

Directs and manages a team of Customer or Business Service Representatives

Manage several areas of customer service including but not limited to; retention, fraud, billing, credit, collections, activations, troubleshooting, equipment provisioning, revenue management, technical support, data support, and roaming to ensure proper productivity and quality are met.

Ensures professional and courteous representatives provide basic customer service

Plans, directs, supervises, and evaluates work flow; provides direction to employees according to established policies and management guidance

Responsible for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate employees, including conduct, performance and attendance management and disciplinary practices

Monitor and evaluate quality of Representatives customer calls

Responsible for training, evaluating and managing performance evaluations of direct reports

Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates

8/1/2013 TO 8/16/2015

SR. QUALITY ANALYST MANAGER AT&T MOBILITY DAVENPORT, IA

Performs monitoring to evaluate the quality of customer service calls to increase the level of customer service experience.

Provides accurate and timely quality monitoring on call center representatives and provides feedback

Provides recommendations to ensure that the call center customer service quality standards are met

Provides performance enrichment training

Evaluates training curriculum to ensure relevant content and ensuring material meets business objectives for success

Develop, participate and support initiatives to help improve overall customer satisfaction

Leadership Skills Certification 2015

Summit Winner April 2015

Customer Service Excellence Award 1st Quarter 2014

Leadership Skills Certification 2014

12/14/2009 TO 8/1/2013

AT&T Mobility

Davenport, IA

CSR REPRESENTATIVE / MANAGER RELIEF

Help customers and provide them with resolutions

Intermediate computer skills (Microsoft Woks, Word, Excel, Outlook and Power Point)

Data entry

Assisting with billing issues and escalations

Manager Relief position to assist other reps with questions and escalated calls

Support for training environment for new hires

Top Performer May 2013

Mobility Training Course Completion 2010

EDUCATION

1980 – 1984

Central High School

Davenport, IA

DIPLOMA

REFERENCES

References are available on request.

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