Rൾඇൾൾ W අආඈඍ

Las Vegas, NV ***** 551-***-**** ad3nan@r.postjobfree.com

Customer service director with 20 years of industry experience and knowledge of on boarding and training employees, effectively planning strategies to meet staff development requirements. Experienced in using learning management systems. Drives training and development across all levels of the company. Customer Manager with substantial experience and outstanding skills to build customer loyalty and retention. Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients. Superb analytical and problem-solving skills leveraged to proactively improve customer service processes and garner stellar customer approval scores Customer and personnel training

Adherence to high customer service standards

Quality of service and data routing

Understanding of payroll services

Customer service, education, and counseling

Customer service and care

Customer Service and Communication Skills

Customer service and engagement

Customer service optimization

High-quality customer service

Training and coaching

Training and deployment assistance

Excellent customer service skills

Director of Customer Service and Training, 06/2007 to Current Forms Direct Inc. – Las Vegas, Nevada

Recognized and made recommendations to streamline and simplify support system improving customer response time by 70% and reducing annual support operating costs by 30% in first year Worked closely with sales departments to gain feedback and identify areas to improve support performance and improve service

Provided strong organizational leadership and crisis management through exemplary behavior, remaining calm during customer crises and quick to offer corrective solutions based on 20 years of experience Generated and compiled regular reports of sales leads and up sell opportunities through customer interaction and distributed reports to organization leaders Maintained consistent and open channels of communication with organization leaders, informing of Pඋඈൿൾඌඌ ඈඇൺඅ Sඎආආൺඋඒ

S අඅඌ

Wඈඋ H ඌඍඈඋඒ

current customer issues, solutions and trends

Offered administrative support to other organizational members Identified tasks crucial to high customer satisfaction levels through employee motivation and mentoring, empowering customers by offering variety of solutions and applying findings to future event Established and monitored standards for customer service by using recognized and comprehensive benchmarks

Coordinated individual duties after careful evaluation of each Customer Service and Sales skill level and knowledge, which increased productivity by 75%

Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members

Improved customer satisfaction scores through application of superior conflict resolution and problem- solving skills

Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders

Supervised and guided new employees on Job responsibilities and expectations and responded quickly to questions, which improved understanding of job responsibilities Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities Performed billing, collection and reporting functions for office generating over $564,000 annually Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates

Developed highly-efficient administrative team through ongoing coaching and professional development opportunities

Interceded between Departments during arguments and diffused tense situations by employing a mediation center and resolving issues quickly

Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff

Assessed personnel performance and implemented incentives and team-building events to boost morale Managed CRM database, including troubleshooting, maintenance, updates and report generation Managed OKRs (Objective Key Results )

Manage retention Teams for maximum results

Managed Charge Back Teams for bank disputes

Associate of Science: Business Management, 1990

Eൽඎർൺඍ ඈඇ

Rutgers University - New Jersey

I started with this Company in 2007 we were just one website, I began to build a reputation with customers and to gain referrals, we quickly moved to 3 websites and I began to hire and train and mentor agents to produce the highest level of customer service. We then grew to 6 websites and moved facilities and started to be a well known brand for our services . I began to train larger groups until we were at 11 websites. I am a specialist in retention and techniques to retain the customer by providing the value of a service. I ൺඏൾ ൾඅඉൾൽ ඍඈ ൻඎ අൽ ඍ ඌ ൻඎඌ ඇൾඌඌ ൿඋඈආ 1 ඐൾൻඌ ඍൾ ඍඈ 11 ൾඅඉ ඇ උඈඐ උൾඏൾඇඎൾ ඒൾൺඋ ൺൿඍൾඋ ඒൾൺඋ .

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