Customer Service Manager

Judy Tuytens

**** * ********* **, *******, IL ***34 773-***-**** *********@*****.***

PROFES S IONAL SUMMARY

Dedicated Customer Service Manager with over 20 years of experience, consistently delivering customer focused professional service.

Skilled at resolving customer satisfaction issues through active listening and problem solving, particularly those customers who are disgruntled and angry.

Particularly successful in the negotiation and collection of past due accounts.

Personable and professional under pressure.

SK I LLS

Customer Service Software - Complete familiarity with VLM International Telecom CRM software, ANI Networks, and ATL Communications for 800 number porting.

Phone Systems – Trained in the use of Polycom.

PROFES S IONAL EXP ER I ENCE

FIRST CHOICE TECHNOLOGY

CUSTOMER SERVICE MANAGER MAITLAND, FL AUGUST 2014 – PRESENT

Manage incoming customer calls effectively and efficiently.

Gather and verify all required customer information for tracking purposes.

Enter and manage trouble tickets for customers.

Set up new customer accounts.

Follow up on new customer cut-overs, managing and posting the cut-over schedules.

Establish auto-pay for new and existing customers.

Process monthly credit card payments.

Manage overdue customer collections.

Block and unblock customer accounts, based on their delinquent payment status.

Interface, consult and coordinate with underlying carriers for outages, transfer customers to underlying carriers in situations as required.

Set up and deliver customer calling cards, and 800 numbers.

Handle and respond to all incoming customer correspondence.

Accurately document, research and resolve customer service issues.

Defuse volatile customer situations calmly and courteously. TELAVA

CUSTOMER SERVICES SUPERVISOR SAN FRANCISCO, CA APRIL 2008 – AUGUST 2014

Managed a local team of 6 Customer Services Managers in Rosemont, IL

Supervised all day to day activities of the local call center.

Delivered annual performance appraisals and development plans for each employee.

Processed weekly time sheets and pay authorizations.

Provided leadership, guidance, and assistance to employees to ensure that all calls were handled efficiently and effectively by the local team.

Assisted the team in understanding the setup of new accounts, overdue collections, the blocking and unblocking of accounts, processing credit card payments, setting up auto-pay, handling customer outages, and any other activities related to the servicing of Telava’s customers.

Posted payments and managed bank deposits.

Prepared and delivered monthly customer billing.

Maintained a customer call workload similar to my direct reports.

Managed and responded to all incoming customer correspondence.

Performed remote office management duties as required by the corporate office. IBFA ACQUISITION COMPANY, LLC

CUSTOMER SERVICES SUPERVISOR ELK GROVE VILLAGE, IL JUNE 2002 – APRIL 2008 AMERICAN FARM BUREAU FEDERATION

CUSTOMER SERVICES SUPERVISOR PARK RIDGE, IL NOVEMBER 1997 – JUNE 2002 UNITED HEALTHCARE

CUSTOMER SERVICE MANAGER SCHAUMBURG, IL JUNE 1996 – NOVEMBER 1997 CALIFORNIA CASUALTY INSURANCE

CUSTOMER SERVICE REPRESENTATIVE COLORADO SPGS, CO AUGUST 1995 – MAY 1996 HESCO, INC

RECEPTIONIST/ACCOUNTS RECEIVABLE NILES, IL JUNE 1984 – JULY 1995 EDUCAT ION

WILBUR WRIGHT COLLEGE, CHICAGO, IL

INTRODUCTION TO COMPUTERS, TYPING, KEY PUNCH COURSES 1983 CARL SCHURZ HIGH SCHOOL, CHICAGO, IL

DIPLOMA, JUNE 1982

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