Customer Service Manager

Mary Chidlow Cincinnati, OH 513-***-**** *************@*****.***

Business Office Management ~ Project Implementation/SLA Compliance ~ Data and Statistical Reporting ~ Process Improvement ~ Delivering Comprehensive Experience in Diverse Technology Positions and Environments

Summary

Dedicated Manager with 10 years’ experience who thrives in dynamic, challenging and fast paced environments. An excellent communicator with honed relationship, leadership, planning, coordination and analytical skills with a capability to view larger picture, taking business-critical decisions from front to attain business/operational excellence/improvement.

SKILLS

Proficient in Microsoft Office Suite, Data Statistical tools, Outlook, Internet Explorer

Operational Management

Excellent verbal and written communication skills.

Recruiting, Hiring, Training and Staff Development

Project creation/implementation, Creating Internal and External Standard Workflows.

Project proposals, Implementation of Process Improvements based on Client internal practice or software changes/upgrades.

Customer/Client Interaction and Service Level Agreement Compliance.

Data and Statistical Reporting

Labor Management and distribution of resources

EXPERIENCE

SERVICE DELIVERY MANAGER - PROMOTED 2010 - 2019

EXELA ENTERPRISE SOLUTIONS

Promoted to Site Manager in under 4 years.

Managed the day-to-day operations for client account across multiple locations/regions. Meeting and Exceeding the contractual 98% accuracy rating through Creation and Maintenance of Daily/Weekly/Monthly Project and Productions reports.

Advising clients on Methods, Technologies, Process Improvements and Training that would increase overall Business Potential through Client Education and Management. Working with client Project and Product managers in developing, reviewing, and streamlining standard workflows.

Coordinated and led internal and external site team meetings with Project and Product Management Teams. Participating in discussions with business leaders to better understand IT issues that negatively impacted business and offer solutions.

Increased efficiency and team productivity by promoting adherence to operational best practices and company/client policies by Developing Customer Service improvement initiatives that decreased customer wait times by 12%.

TEAM LEAD ~ PROMOTED

Promoted to Team Lead within 1 year of date of hire.

Consulted regularly with external client on Application Development, Project Status, New Project Proposals and Software-related Technical issues all while exceeding customer satisfaction goals of 98%.

Assigned daily employee tasks and monitored activity and completion. Assessed workloads to meet daily and seasonal fluctuation needs.

Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills to increase customer retention and satisfaction by closely monitoring performance and assessing problematic practices.

Consulted regularly with internal Management Teams on application development, project status, new project proposals and software-related technical issues by interfacing with cross-functional team of business analysts, developers and technical support professionals to determine comprehensive list of requirement specifications for new applications.

Developed monthly and daily production output plans and reporting to deliver on customer service and financial metrics.

CUSTOMER SERVICE ASSOCIATE

Temp to Permanent Hire within 4 months.

Maintained accurate and current customer account data with manual forms processing and digital information updates.

Collected customer feedback and made process changes to exceed customer satisfaction goals of 95%.

Actively supported Team Leads and site Manager by quickly responding to questions via phone and email and finding appropriate solutions to System/Software Issues and Input Inaccuracy issues.

Increased efficiency and team productivity by promoting adherence to operational best practices and company/client policies by Developing customer service improvement initiatives that decreased customer wait times by 12%.

Executed multiple projects efficiently, including Creation of Standard Workflow, daily volume tracking and reporting.

EDUCATION

HIGH SCHOOL DIPLOMA, T.R. Robinson adult High School ~ Tampa, FL

Graduated with Honors from the Adult High School program.

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