Customer Service Contact Center

PM

PAUL MUMFORD

**********@*****.*** 205-***-**** Kimberly, United States 35091

Performance-oriented leader bringing demonstrated record of accomplishment over 15 years in the customer service settings. Natural leader with excellent problem-solving and planning abilities. Skillful in addressing all customer concerns, building an effective team and implementing strategic solutions the will benefit the client and the organization. Team Development

Customer Relationship Management

Complaint Handling

Presentation Skills

Client Engagement

Leadership

Customer Service

Auditing

Performance Management

Strategic Planning

Accredo

Operations Customer Service Manager

02/2022 - Current

Managed a team of 75+ pharmacy customer service representatives, providing leadership, guidance, and training to ensure exceptional customer service and resolution of inquiries and issues Developed and implemented customer service policies and procedures to streamline operations and improve overall customer satisfaction, resulting in a 20% increase in positive feedback from patients Oversaw the coordination of prescription orders and managed inventory to meet customer demands, minimizing stock shortages and delays in medication dispensing

Collaborated with pharmacists and healthcare providers to address medication-related concerns and provide accurate and timely information to patients regarding drug interactions, side effects, and proper usage Utilized customer feedback and data analysis to identify trends, assess performance metrics, and implement improvements in service delivery, resulting in a 15% reduction in customer complaints. Implemented new technologies to improve efficiency and accuracy of customer interactions.

Drafted reports on key performance metrics for weekly review with senior management.

Analyzed data from multiple sources to gain insight into customer satisfaction levels.

The Cigna Group

Contact Center Senior Supervisor

10/2020 - 02/2022

Managed a team of 25 contact center representatives, overseeing daily operations and ensuring team adherence to performance standards and KPIs

Developed and implemented training programs to enhance team member skills and improve customer satisfaction rates by 15% Conducted regular performance reviews and provided timely feedback to team members, resulting in a 10% increase in productivity levels Summary

Skills

Experience

Collaborated with cross-functional teams to streamline processes and enhance overall efficiency within the contact center Led initiatives to enhance customer experience and reduce average response time, resulting in a 20% increase in customer retention. Established work schedules, assigned tasks, and monitored staff productivity.

Conducted regular departmental meetings with staff to ensure effective communication and collaboration.

Implemented strategies to improve efficiency within the department. Analyzed data to identify trends or opportunities for improvement. Managed disciplinary actions when necessary while maintaining fairness. Encouraged teamwork among subordinates by promoting a positive work culture.

The Cigna Group

Contact Center Supervisor

01/2018 - 10/2020

Managed a team of 25+ contact center representatives, overseeing their daily activities and ensuring KPIs were consistently met Developed and implemented training programs for new hires to accelerate onboarding process and improve overall team performance Conducted regular performance evaluations, provided constructive feedback, and recognized top performers to boost team morale and productivity

Collaborated with other departments to streamline communication processes and enhance customer service delivery

Utilized data analytics and reporting tools to track team performance, identify trends, and make data-driven decisions to enhance customer satisfaction levels.

Oversaw daily operations of the contact center, including staff scheduling and customer service.

Alabama Gas Corportation

Call Center Supervisor

04/2012 - 01/2018

Supervised a team of 20+ call center agents, providing ongoing coaching and feedback to ensure high quality customer service and adherence to company policies

Developed and implemented strategies to improve call center efficiency, resulting in a 35% increase in call resolution rates and a 10% decrease in average call handling time

Conducted regular team meetings to communicate performance goals, provide updates on company policies and procedures, and foster a positive team environment.

Pitney Bowes

Assistant Operations Manager

07/2006 - 12/2011

Collaborated with other department heads to address escalated customer issues and resolve them in a timely and effective manner Monitored call center metrics and generated reports to track performance trends, identify areas for improvement, and make data-driven decisions to optimize call center operations

Assisted in managing daily operations to ensure efficiency and productivity within the organization

Oversaw inventory management, including ordering, stocking, and tracking of materials and supplies

Supported the development and implementation of operational policies and procedures

Collaborated with cross-functional teams to identify areas for process improvement and streamline operations

Provided leadership and support to frontline staff, addressing any operational issues or concerns promptly.

United States Navy

Operations Specialist 2nd Class

05/1996 - 10/1999

Demonstrated expertise in operating and maintaining electronic sensor systems, communication equipment, and tactical data link systems on board naval vessels

Trained and mentored junior personnel on operational procedures, system troubleshooting, and data analysis techniques

Played a key role in the planning and execution of complex maritime operations, ensuring efficient coordination and communication among various departments

Conducted routine system checks, data collection, and analysis to support decision-making processes and enhance situational awareness Received commendations for exceptional performance and dedication to duty during high-tempo operations and training exercises. Univeristy Of Alabama Huntsville Huntsville, AL

05/1996

Black Leadership Certificate, 07/01/23, McKinsey Academy Education and Training

Certifications

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