Manager Customer Service
Resume:
Simone Baxendale
Riverdale, GA *****
******************@*****.***
Experienced Call Center Manager offering proven expertise in streamlining operations, controlling costs and maintaining tight schedules demonstrated by successful 4-year Call Center industry career. Familiar with successful approaches for getting the most out of every team member. Good at working with bare-bones resources in fast-paced environments to achieve remarkable results.
Authorized to work in the US for any employer
Work Experience
Call Center Manager
American Kidney Foundation - Dunwoody, GA
January 2017 to Present
Oversaw day-to-day operations and special projects in a fast-paced Call Center setting. Deliver world class customer service through monitoring and coaching of team mates. Managing 25 telemarketers in persuading the customer's to set up appointments for pick up donations. Ensure that problems are resolved with employees and handle any complaints. Ability to successfully execute many complex tasks simultaneously. Retrained lead generators and new hires, closing tactics which increased lead production by more than 30% with new cold calling script.
Keen understanding of metrics, oversee selection and training of staff. Self motivated, goal oriented, excellent communication skills. Work well with both staff and management. Ability to manage and lead independently. Created a customer service training manual and quality assurance form. Strong knowledge of M.S. Word and Excel.
Deliver world class customer service through monitoring and coaching of team mates. Retired School Teacher
Clayton County School System - Riverdale, GA
January 1996 to June 2017
Taught Students grades k-5th grade.
Taught and organized an After School Spanish Club, 30-50 student membership. Updated records with current test and progress information for effective student record keeping. Trained Teachers throughout New York State "How To Infuse Law" in the Social Studies Curriculum.
Assistant Call Center Manager
Atlanta Postal Credit Union - Atlanta, GA
January 2015 to January 2017
Supported Call Center operations by completing assignments with strong focus on quality and performance.
Deliver outstanding service to both internal and external members that is in alignment with services promises.
Report any employee performance concerns or conflicts to Call Center Manager. Process employee time cards and vacations/sick leave requests. Ensure all Call Center Personnel are trained in all aspects of their job. Provide employee guidance in following Credit Union policies, procedures and service standards. Ability to Interact positively with management, coworkers, members and vendors. Education
Master of Arts in Humanities
California State University - Dominguez, CA
1993
Bachelor of Arts in Economics & English Literature Binghamton University - Binghamton, NY
1979
Associate of Arts in Economics & English Literature Broome Community College - Binghamton, NY
1977
J.D. in law
Syracuse School of Law - Syracuse, NY
ESOL in teacher certification
Georgia State University
Skills
• Successful track record working in a Well organized and efficient with service organization as a Call Center strong communication skills and the
Manager. ability to manage multiple tasks in a fast paced environment. Always a team player with a positive Strong communication and attitude. interpersonal skills. Attention to details. Customer Service Expertise and Managerial skills such as team building.
Proficient computer skills Microsoft
Word & Excel. Type 50 wpm.
Analytical thinking and problem solving orientation.
• Cold Calling
• Interviewing
• English
• Legal Drafting
• Teaching
• Team Management
• Research
• Legal Research
• motivate, organizational, Excel Database, type 60 wpm Bilingual fluent in English/Spanish Certifications and Licenses
ESOL, Teaching k-12 English and US History. Call Manager Best Practices Certification.
Present
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