Letetia Ross

SENIOR CUSTOMER SERVICE MANAGER

A proven motivator with the ability to effectively manage while multitasking and maintaining organizations to drive quality metrics. Fluent in all Microsoft applications including Office, Excel, and Word.

ad4dp3@r.postjobfree.com

254-***-****

EXPERIENCE

August 2019 – January 2021

Retention Specialist, Charter Communications

Austin, TX (remote)

Provides high-level and engaging customer support to successfully retain internet and cable customers

Effectively manages and troubleshoots customer issues

Implements conflict resolution skills to de-escalate calls

Increased product and add-on sales through expert product knowledge

Maintains confidentiality of sensitive customer information

Manages 60-90 calls per day

March 2016 – August 2019

Assistant Manager, Toyota Financial Services

Copperas Cove, TX

• Ensures compliance with federal and state laws relating to debt collection, such as FDCPA

• Trains and supervises 10+ managers as well as manages 50+ customer service representatives and support staff

• Ensures quality assurance compliance

• Enforces company policy and procedures through disciplinary action when necessary

• Oversees both inbound and outbound campaigns

• Creates and maintains employee work schedules based on business needs

• Assists Project Manager with client billing and invoicing

• Sets objectives and reviews KPIs

• Ensures standards for clear communication across the call center are met

• Provides sound decision-making regarding people and processes

• Oversees the interview process to ensure quality and fit of new hires

• Creates and maintains positive work culture addressing biases for consistency within the center

October 2009 – March 2016

Unit Manager, Toyota Financial Services

Copperas Cove, TX

• Manages a team of 10 - 20 Customer Service Representatives

• Maintains efficient operation of the production floor

• Supervises Customer Service Representatives and administrative staff

• Implements and enforces company policies and procedures

• Assesses CSR work products and communicates feedback promptly addressing areas of growth and general progress through performance reviews

• Assists in the training and development of all assigned personnel

• Utilizes all available system screens, processes, and reports to maximize performance

• Ensures compliance with all specified client requirements

• Completes assigned management training promptly

• Works with other functional areas to coordinate cooperation between the production floor and those areas

• Reviews and approves timesheets

• Adapts quickly to changing priorities while ensuring accuracy to meet deadlines

EDUCATION

Diploma

Skyline High School

Oakland, CA

SKILLS

Project management

Communication

Organization

Problem-solving

Time management

REFERENCES

Available upon request

Contact this candidate