Customer Service Manager

Rosemary Perez

**** ***** *****, ******* ** *****

Primary # 832-***-****

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

PROFESSIONAL PROFILE

I am a dedicated individual with over 10 years of customer service management skills. My objective is to obtain a position in a company that will enable me to not only utilize the skills I currently have, but also assist me to continue to grow professionally within the company.

10 key touch

35 WPM

MS Office

BakeSmart

Sales/Business Development

200+ outgoing calls per day

Dispatch

Customer service

Supervise 20+ Employees

Skilled in oral and written communications

Invoicing and billing

Fast learner/ good listener

Hiring/Training

Outlook Mail and Calendar

Magento Web

PROFESSIONAL EXPERIENCE

Dessert Gallery Bakery & Cafe, Houston, TX

Customer Service Manager/Wholesale Account Manager

February 2016 -Current

Responsibilities:

Hire/Train/Mentor/Payroll for Customer Service Reps

Edit and Print Edible Graphics

Entering Customer Orders (Phone, Email, Wed, and Fax)

Outbound Calling to Identify Potential Wholesale Clients and Scheduling Appointments

Quality Control

Supply Requisition

Supervise up to 13 employees

Continuous training and coaching.

Advanced Diagnostics, Houston, TX

Call Center Manager

October 2006 –February 2016

Responsibilities:

Support Call Center Manager to deliver top notch, customer focused, service.

Deliver guidance and coaching up to 20 employees.

Personally handle VIP patients with a world class white glove service.

Ensure the call center employees understand the importance of urgency and focus when dealing with patients, lawyers, doctors, and nurses.

Cross divisional communication to ensure patient care.

Dispatch multiple teams of mobile techs, paramedics, and physicians to ensure timely response for service.

Work with sales and marketing teams to ensure customer expectations are not only met, but exceeded.

Maintain service levels

Troubles shoot all issues and follow up with facilities and patients to ensure we have met their needs. As well as communicate issues to the management team and work with them to implement new processes based on feedback from the customers.

Set up new customers, ensure they understand all processes and have the tools they need.

Hire and training of new employees

Monitor employee’s calls for quality assurance and maintain ongoing training.

Maintain payroll, handling of payroll and employee time off requests and ensuring call center staffing is covered (in the event of sick calls, etc.). scheduling, and supervise a call center of 15 employees

Support five radiologists by troubleshooting any issues and ensuring they have the tools they need daily.

Identify and develop new processes to improve customer satisfaction and improve Productivity. Ongoing training of the call center, continuously testing agents to ensure they are providing the correct information to our customers.

Creating new protocols and ensuring that all protocols are adhered to.

EDUCATION

Wheatley Sr. High 1987

REFERENCES

Available Upon Request

Contact this candidate