Call Center Customer Service
Resume:
Barbara J. Stamps
Inglewood, CA 90302
Cell 323-***-****
***********@*****.***
Professional Summary
Call Center Professional
Over fifteen years call center experience
Experienced in handling customer complaints with CPUC, FCC, and Better Business Bureau.
Experience as supervisor, including handling escalated calls and regulatory complaints for call center with daily call volume of over 10000 calls a day.
Experience with resolving customer complaints and conflicts
Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment.
Customer service experience, inbound, outbound sales, service including email and chat service.
MBA Degree from University of Phoenix.
Excellent problem solving skills, strong leadership and organizational skills.
Success with establishing call center kpi’s, implementing performance management strategies to help the organization meet goals.
Created and implementing new processes and procedures while recognizing opportunity for process improvements.
Experienced in building high performing sales teams; coaching and developing employees.
Successes working with cross functional teams to resolve customer issues.
Success with problem solving and root cause analysis.
Experience
Elite Unlimited Los Angeles, CA 2021 -2022
Consultant
Managed customer service projects
Handled all customer escalations and complaints
Interacted with CPUC to resolve customer issues.
Success managing call center kpi’s, implementing strategies to assist department meet goals.
Coordinate meetings and meeting notes and follow up items.
Teamed with other departments to accomplish objectives.
U S Census Los Angeles, CA 2019-2020
Area Census Supervisor
Managed customer complaints
Implemented strategies to reach goals for the area
Performed analysis of employees and areas of census
Managed daily activities for recruitment, administration, field operations and IT
Ramsey & Associates
Customer Service Supervisor 2015-2019
Project managed business development projects(start up call center)
Coached existing customer care associates to improved performance.\
Provided sales training for associates.
Aquent, DIRECTV 2015
Supervisor
Conducted assessments of call center agents prior to training implementation of new CRM system.
Managed training project for new CRM for ATT & DIRECTV merger.
Coached sales agents to improved performance.
Communicated issues, success on daily status calls with documentation of ongoing issues and next steps to resolve.
TCS Acquisition
Customer Escalation Supervisor 2014
Managed customer complaints.
Created and conducted audit process for sales teams to manage compliance to regulatory policies, including improving workflow between sales, customer care, and fulfillment.
Managed relationship with CPUC and third party administrator for California Wireless Lifeline Service.
Collaborated as part of a cross functional team to implement projects for organization, and manage change.
Provided ongoing support during implementation and post go live for workflow user issues.
Southern California Edison, Long Beach, CA (Contract) 2013-2014
Customer Engagement Supervisor
Research employee and customer issues
Develop activities and strategies for improving employee and customer engagement.
Provided recommendations to management regarding process improvements.
Conducted review of customer’s accounts using SCE billing system.
Tracfone Wireless, formerly Simple Mobile, Irvine, CA 2010-2012
Customer Senior Supervisor
Directly managed a team of fifteen employees in an escalation team, handled escalated calls, coached and developed employees.
Handled high complaints; FCC, BBB and CPUC complaints.
Improved customer satisfaction which decreased calls into call center by 25%.
Managed training and quality assurance initiatives for company.
As subject matter expert for the customer care organization, created and implemented processes and procedures as well as implementing software enhancements in a fast paced ever changing environment
Teamed with Sales Operations to work through resolution of issues and communicate to the sales channel global issues, and promotions.
Worked as part of a cross functional team to manage CRM, IVR, Avay, ACD and other departmental projects such as payment processing, international long distance, new sales product offerings.
CRM experience including order management processes and procedures.
Extensive corporate business experience in the areas of call center sales/operations management, training, CRM and project implementation.
Completed internal IVR rewrite and worked on major IVR rewrite for the business.
Success helped to grow start-up to over $100 million revenue within 2 years.
EDUCATION
University of Phoenix, Gardena, CA MBA 2008
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