Customer Service Call Center

AMBER G. MCNEAL

Pittsburgh, PA *****, United States +1-412-***-**** ************@*****.*** https://www.linkedin.com/in/amber-g-m

Summary

Dynamic and results-oriented Customer Service Manager with a comprehensive background in call center management, fraud prevention, and staff training and development. Proven success in optimizing customer satisfaction through strategic initiatives, team leadership, and process enhancements. Expertise in cultivating high-performing teams, implementing effective training programs, and driving operational excellence. Skilled in fraud prevention strategies and leveraging technology to enhance customer service. Eager to bring a unique blend of call center management, fraud prevention, and training proficiency to a challenging leadership role in customer service.

Skills

Customer Service Management

Fraud Prevention

Communication (Verbal and Written)

Interpersonal Skills

Training and Development

Curriculum Design and Delivery

Employee Coaching and Mentoring

Process Improvement

Analytical Thinking

Solution-Oriented Approach

Team Collaboration

Positive Team Dynamics

Data Analysis

Performance Metrics Analysis

Regulatory Compliance

Technology Utilization

CRM Systems Proficiency

Change Management

Employee Engagement

Call Center Management

Conflict Resolution

Organizational Skills

Experience

Customer Service Manager Mar 2023 - Current

WPJWA Pittsburgh, Pennsylvania

Regularly monitored and analyzed performance metrics, including customer satisfaction scores, response times, and resolution rates, consistently meeting or exceeding set targets.

Established and nurtured relationships with key clients, ensuring their needs were met and expectations exceeded.

Conducted regular customer feedback surveys and utilized the data to implement improvements, resulting in a consistent positive feedback rating above 90%.

Spearheaded the development and implementation of a customer-centric service strategy, resulting in a 20% increase in customer satisfaction.

Collaborated with sales and marketing teams to align customer service initiatives with business goals, contributing to a 10% increase in customer retention.

Directly managed a team of customer service representatives, fostering a positive and high-performing work culture.

Customer Service Trainer III Jul 2022 to Feb 2023

Duquesne Light Pittsburgh, Pennsylvania

Led the design and implementation of comprehensive customer service training programs for new hires and ongoing professional development, resulting in a 20% improvement in employee performance metrics.

Developed engaging and effective training materials, including manuals, presentations, and multimedia content, ensuring alignment with industry best practices and company standards.

Maintained accurate records of training activities, attendance, and performance metrics, providing regular reports to management on the impact of training initiatives.

Provided one-on-one coaching sessions to address specific performance gaps, resulting in a 15% increase in individual productivity and customer satisfaction scores.

Implemented assessment tools to evaluate the effectiveness of training programs, providing detailed feedback to individuals and teams, and continuously refining content based on participant feedback.

Customer Service Training C0ordinator Mar 2021 to Jul 2022

Pittsburgh Water and Sewer Authority Pittsburgh

Developed and maintained training documentation, including manuals and guides, to provide ongoing resources for customer service representatives.

Collaborated with the training team to identify opportunities for enhancing training programs, implementing improvements, and adapting content based on evolving business needs.

Facilitated clear communication between trainers, trainees, and other departments, ensuring that all stakeholders were informed of training schedules, changes, and expectations.

Maintained accurate records of training activities, attendance, and participant feedback, contributing to data-driven decision-making for continuous improvement.

Customer Service Representative Feb 2019 to Mar 2021

Pittsburgh Water and Sewer Authority Pittsburgh

Interacted with customers in a professional and courteous manner, addressing inquiries, resolving issues, and providing accurate information about products and services.

Communicated clearly and effectively with customers through various channels, including phone, email, and live chat, ensuring a positive customer experience.

Collaborated with team members and other departments to address customer issues that required cross-functional support, fostering a collaborative and customer-focused work environment.

Identified opportunities for cross-selling and upselling additional products or services, contributing to a 15% increase in average transaction value.

Maintained a deep understanding of the company's products and services, staying informed about updates and changes to effectively assist customers.

Detention and Investigation Analyst / Card Loss Prevention Jul 2017 to Oct 2017

DIYSIS / PNC Financial Services Group Inc

Conducted proactive fraud detection and prevention efforts, leading to a substantial reduction in financial losses.

Performed in-depth analysis of suspicious card transactions, utilizing advanced data analytics and investigative techniques.

Managed and resolved incidents of card loss or compromise in collaboration with law enforcement agencies and internal security team

Seasonal Employee Mar 2021 to Jul 2022

Internal Revenue Service Pittsburgh

Provided vital support during peak tax seasons, efficiently processing tax returns and documents within specified deadlines.

Conducted thorough reviews of taxpayer information, ensuring accuracy and compliance with tax regulations.

Assisted taxpayers in person, via phone, and through electronic communication channels, addressing inquiries and providing guidance on tax-related matters.

Fraud Department Manager Sep 2014 to Dec 2015

Greater Pittsburgh Federal Credit Union

Developed and implemented comprehensive strategies to detect, prevent, and mitigate fraudulent activities within the credit union.

Conducted regular reviews of fraud prevention policies and procedures, updating them to align with industry best practices and regulatory requirements.

Played a pivotal role in developing and implementing contingency plans for potential security breaches or fraud incidents.

Phone Representative May 2013 to Aug 2014

Dollar Bank

Delivered exceptional customer service as the first point of contact for clients, addressing inquiries, resolving issues, and providing information on banking products and services.

Handled a high volume of incoming calls in a professional and courteous manner, consistently meeting or exceeding established service standards.

Assisted customers with account transactions, account information inquiries, and navigation of online banking platforms.

Education and Training

Master of Arts in Organizational Leadership May 2019

Point Park University, Pittsburgh, Pennsylvania.

Bachelor of Science in Organizational Leadership Jan 2010

Point Park University, Pittsburgh.

Accomplishments

Implemented a structured staff meeting framework, fostering open communication and collaboration within the team. This initiative resulted in improved information sharing and team cohesion.

Spearheaded a strategic initiative to significantly reduce the call center abandonment rate, successfully decreasing it from 38% to an impressive 8%. This achievement not only improved customer satisfaction but also optimized operational efficiency.

Proactively addressed team dynamics and morale by orchestrating an Employee Engagement Survey. This survey allowed team members to share valuable feedback, providing insights into their perspectives and preferences. Despite the challenges posed by the size of the company, successfully implementing these changes positively impacted the workplace environment.

Technical Proficiency

MS Office, Central Square, Invoice Cloud, Ring Central, Kubra, LexisNexis, FiServ, Oracle, Cogsdale, Management Studios

Languages

English:

Fluent

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