Manager Customer Service
Resume:
Dennile M. Chambliss
Jacksonville, FL 32256
*********@*****.***
Career Focus:
Accomplished professional with over 10 years’ experience in directing customer service/support, and human resource functions in fast-paced high volume environments. Excellent communication and interpersonal skills; builds rapport and relationship with management, peers, and clients.
Professional Experience:
Astadia, LLC. Operation Manager
01/2018 - Present
Supervise everyday working of helpdesk tier 1 & 2 operating process and increase efficiency of workers for various growth oriented programs.
Maintain and provide efficient backup to supply helpdesk and ensure achievement of all internal and external needs.
Provide training to workers and provide upgrade to various technical skills.
Analyze and identify all performance related issues and ensure appropriate steps to prevent loss.
Administer all indoor performance in department through efficient coaching and monitoring.
Prepare and maintain employee attendance records and provide feedbacks to employees on same.
Develop plans and supervise various departmental meetings and participate in various growth based campaigns.
Analyze and ensure better result to fulfill all business requirements.
Prepare regular reports, perform audit on various operations and evaluate processes as per business requirements.
Prepare project updates within required timeframe and delegate individual tasks to all employees.
Provide support and join improvement based methods.
Formativ Health Operation Manager
5/2017 – 01/2018
Supervises, hires, trains, disciplines and evaluates the performance of staff. Ensures performance appraisals are completed in a timely manner.
Prioritizes schedules, assigns and monitors work to optimize operational service.
Analyzes, recommends, implements and monitors approved work-flow changes.
Addresses and resolves complex customer inquiries and issues. Triages specific in-depth inquiries to appropriate resource (clinical call center, billing call center, etc.).
Compiles and analyzes statistics related to call center activities and reports on trends. Determines potential causes, and develops recommendations for process improvements.
Participates in developing and delivering training related to operations.
Ensures proper maintenance and integrity of conventional and computer-aided records and information.
Builds and maintains productive intra- departmental work relationships to optimize operations.
Citi Bank Sr. Supervisor (Unit Manager)
3/2015 – 5/2017
•Lead and Coach a team of 15-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships.
•Builds effective staff through recruiting and hiring exceptional candidates, training, salary administration, performance appraisals, counseling and motivation of staff.
•Identify and analyze escalated problems and provide guidance to team member for resolution.
•Negotiate solutions and act as a liaison with internal and external customers.
•Evaluate cost/benefits, make recommendations, develop and oversee implementation plans
American Support Inbound Call Center Supervisor
11/2014 - 3/2015
•Supervises employees who receive inbound calls from customers or potential customers.
•Responsible for the daily activity of call center policies and procedures.
•Discuss a sales theme or point-of-interest topic for the agents.
•Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist.
•At the end of each working day, take three minutes to log into the "daily notebook" any feedback, analysis or reflections from that day's interaction with the agents.
•Motivate and encourage agents through positive communication and feedback.
•Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.
•To effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor."
Education:
Wayne State College - 1998 B.S Criminal Justice
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