Customer Service Manager

M. Monique Walker

************@*****.*** *** Loggerhead Dr, Columbia, SC 292**-***-*** 5766

Objectives

To obtain a position with an organization that will utilize my comprehensive background and qualifications.

Education

Howard University, Washington, D.C. – Bachelor of Arts in Vocal Music Education

Clayton College and State University, Clayton, Georgia – Business Software Certificate

Experience

Ethnic Expressions, Norcross, Georgia,

Distribution Support Specialist 2002 – 2014

Provided extensive customer service

Interactions with Merchandising Personnel at all levels

Provided technical information on company products and services

Monitored production to insure fulfillment of customer specifications

Gave oversight to coordination of delivery schedules and monitoring of deliveries

Resolved customer complaints related to products, damage replacements and repairs Responsible for month-end closing of A/R and A/P and calculations to determine top sales leaders and groups

Report directly to the Executive Vice-President

Professional Career Development, Norcross, Georgia

Call Center Manager 1996 – 2001

Successfully reduced turnover for call center entry-level positions from 42% to 3% within first two years due to improved operational procedures.

Provided ongoing training and development of lead and senior operators in problem solving and decision-making to achieve corporate goals.

Conceptualized and implemented effective team-based approach for call center and customer service operations.

Developed and implemented new training strategy resulting in cross training throughout company increasing opportunity for promotion from within.

Recognized for helping to position PCDI as nation’s second largest correspondence and home study institution.

Expanded inbound call center from 10 employees to 45.

Skills:

Offering a diverse background of experience, training and achievements in the following areas:

Business Management

Staff Supervision

Customer Satisfaction

Telecommunications Expertise

Administrative Management

Corporate Policies

Professional Profile

Received consistent outstanding performance evaluations in all positions held for achieving organizational objectives.

Strengths include excellent leadership, time management, interpersonal and problem solving skills.

Relate well to multicultural backgrounds and all ages.

Proficient in MS Word, Outlook, Access and Power Point

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