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Call Center Customer Service Manager

Hull, MA
October 28, 2019

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Call Center Manager Customer Service Manager

Qualifications Profile

Accomplished, results-driven, and multifaceted professional with broad-based experience in directing call center operations and analyzing metrics. Equipped with proactive management skills and outstanding ability to train and lead top-performing teams toward the achievement of corporate goals. Recognized for demonstrating strong work ethic; providing world class customer service; and working effectively with all levels of individuals across the organization. Proficient with Microsoft Office Suite, ERP, EDI, and Cisco.

Areas of Expertise

Call Evaluation and Performance Review

Companywide People Development and Support

Operational Leadership

Strategic Planning and Implementation

Escalated Customer Service Issue Resolution

Recruitment and Onboarding

Order Entry and Processing

Warehousing and Logistics Management

Cost Reduction

Sales and Profitability Growth

Professional Experience

Security Lock Distributors, Westwood, MA

Customer Service Manager June 2016–Present

Provide expert Management to more than 50 sales, customer service, order entry, and administrative professionals within a call center environment in excess of $300M in annual sales

Identify coaching opportunities and effectively mentor staff through application of in-the-moment coaching, call evaluation utilizing CISCO reporting focused on metric analysis, and effective performance appraisals based on yearly goals

Supported growth of the CSR team through managing technical support representatives (TSRs) by entering orders which constitute 30% of overall sales, contacting vendors for pricing and lead time, and executing open order reports to determine stalled orders before impacting customer, all at a fraction of cost of a sales professional

Address and apply comparable systemic problem solving to all escalated customer service and employee issues requiring advanced conflict resolution skills

Train employees regarding all sales techniques and optimum customer service skills application

Design in-depth and ongoing training sessions for new CSRs and TSRs in delivering full scope of customer service operations while using ERP software and applying industries best practices

Strategically used strong vendor and factory relationships in resolving factory errors and securing prioritization of purchase orders

Career Highlights:

Designing a classroom-based training utilizing a newly created textbook for educating remote staff and new TSR’s which focuses on improving ERP knowledge, Outlook shortcuts, customer communication, and soft skills

Developed and implemented an onboarding manual and training programs, used as a stepping stone to advancement in various roles across departments, companywide, while increasing numbers of overall department staff by 150% due to the success of this program

Increased sales support success rate in relation to customer service assistance by creating and administering surveys

Collaborated with the Purchasing, Warehouse, IT, Web Development, and Accounting departments to properly coordinate roles and responsibilities, which refined the entire call center and drastically minimized questions, while enabling higher percentage of customer interactions with one call resolution

Demonstrated excellent performance in maximizing team capacity and driving new opportunities while contributing strategic efforts in implementing business changes and continuous process improvements that provided better service for customers

Act as the first point of contact focused on addressing issues and generating smart decisions that drove positive impact on the business, thus earning high level of respect from the TSRs, CSRs, and other managers

Played various roles that drove operational improvements to the entirety of the Call Center involving:

-Pivotal role in streamlining the online registration process that successfully obtained new customers and delivered access for existing customers

-Lead role in the implementation of executable process that covered operational costs and optimized customer service by providing complete information on package charges upon point-of-sale

-Subject matter expert in Logistics and UPS policies and procedures focused on reducing SLD costs and minimizing audited adjustments

-Refined roles and responsibilities of the Dispatch Team to ensure better customer communication and service delivery

White House Black Market, Natick, MA

Store Manager July 2014– July 2015

Career Highlights:

Substantially reduced shortfall by more than $70K in the first four months of employment

Successfully surpassed sales plan in the 4th quarter 2014 and LY by 26.9%

Boosted sales for the month of December over LY, which placed the store with the top ranking in the region of 121 stores and top 2 companywide of 500 stores

Earned fast-track promotion to top tier store within four months

The Territory Ahead, Chestnut Hill, MA

Store Manager January 2008– August 2010

Career Highlights:

Showed exemplary performance by consistently achieving sales, unit per transaction (UPT), and dollar per transaction (DPT) goals which eventually brought recognition as the most successful store

Achieved multiple sales goal contests by establishing an unmatchable lead for other locations

Guaranteed proper maintenance of clientele books with staff and smooth execution of follow-up initiatives to promote sales and new merchandise that improved overall client relations

Decreased inventory shrinkage to lowest levels and set record with only four missing units

The Village Toy Shop, Inc., Easton, MA

General Manager March 2005–January 2008

Handled the recruitment, development, and performance monitoring of more than 30 managers and associates within multiple locations

Set merchandising standards for various locations through sales reports analysis for trends, inventory allocation assessment, and pricing adjustments for markdowns

Managed the overall event planning and facilitation, from conception to marketing and advertising strategies deployment

Career Highlight:

Successfully attained record increase by driving over 22% sales increase


Bachelor of Science in Marketing, 1986–1990

University of Tampa, Tampa, FL


Treasurer, Spinnaker Island and Yacht Club Board of Trustees

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