Customer Service Manager

Bobby Musgray

Marketing Manager

Houston, TX

************@*******.*** - 713-***-****

I enjoy a challenging work environment and get along well with co-workers. Along with being focused and disciplined, I adapt quickly to a continually changing work atmosphere. I am a quick learner and know my ability to learn, train, lead and supervise, developing rapport with others and my open communication style. When linked with your company's vision, I am certain that my skills and experience will create positive results and would make me a valuable asset to your team.

WORK EXPERIENCE

Patient care supervisor/Call Center

Mother Love Health Care Service - Houston, TX - February 2008 to Present My current responsibilities as an account call center supervisor are to over see call center representative that handling patient admissions from insurance referral sources, such as physicians, hospital discharge planners, and other healthcare providers as well as overseeing the development and implementation of marketing strategies for the home health call center. This position also includes and is not limited to maintaining and overseeing employee files, and managing the scheduling of all staff members. Call Center Supervisor/Trainer

ICS - Austin, TX - March 2002 to 2008

Managed all calls center daily performance, I also ensuring high levels of goal attainment and quality of service. I collaborated with business partners to proactively develop process improvement strategies. Also motivated and generated enthusiasm among all call center employees both direct and indirect. Coordinated and collaborate with management to create and implement call center growth strategies. Also interacted with counterparts to ensure that call center sharing best practices and benefiting from collaborations. Ensured adherence to service level agreements of quality, productivities, accuracy and any other defined metrics. Responsible for the execution of contractual plans for individual client programs as well as compliance to all contractual commitments. Facilitated weekly tactical, business and initiative review meeting to update the management team. mediated, respond to and resolve highly sensitive customer/client issues which could negatively impact the client or customer. Also responsible for daily, weekly and monthly interactions with clients including status updates, problem resolution, proactive communication and on-going relationships. Ware house Manager /Product Specialist

Lighting Spectacular - June 1996 to 2002

Managed the distribution of electrical and plumbing supplies, and transported products to appointed destinations. Designed and performed the reorganization of two large stockrooms, shipping and receiving, redesigning the showroom.. I also worked one on one with home building companies, discussing floor and lighting plans and suggesting the best lighting packages for different houses based on the inspection of blueprints. Other task also included receiving service calls and making visits to homes to install and repair lighting equipment, check on old installs to ensure proper operation.Ability to multitask handling completely different tasks simultaneously provided mentorship and direction to entry-level personnel by motivating, empowering and developing others in order to reach certain goals and objectives while maintaining operational communications, training, physical security of sensitive equipment's and work areas. EDUCATION

Texas State Technical College-Waco - Waco, TX

1998 to 2000

Diploma

Ellison High School Killeen

1998

ADDITIONAL INFORMATION

Skills

Type 60 wpm, Proficient with Microsoft applications: Word, Excel, Outlook, and answering multiple phone lines and Motorola hand held/base stationed radios. I possess great customer service, oral, written, administrative, interpersonal and organizational skills, a self-starter and a very good work ethic.

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