Customer Service Care
Resume:
*********@*****.***
Marc Miller
Professional Highlights
- Over 8 years of total supervisory experience
- Achieved 9.7 overall score (out of 10) in Voice Of the Employee survey results that’s reflective of the improved culture and morale of the team
- Strategically coach, develop and mentor representatives in career progression and development
-Transitioned to Branch manager in a month after beginning employment with US bank
-Continued to maintain a high level with customer service scores
Skills & Abilities
●Excellent Interpersonal Skills
●Strategically coach representative based on their learning style to get the highest ROI
●Passionate about providing outstanding experience to every customer and representative
●Extensive Knowledge of various systems and tools I.E. Microsoft products and Google Products
Professional Experience
Area Manager- Amazon Corporate May 2020- Present
-Lead, manage, and develop a team of 50-200 Amazon associates
-Communicate policies to associates and act as a primary information source for the team
-Ensure procedures are followed for the building security and product loss prevention
-Develop performance goals and objectives to achieve customer demand and ensure accuracy and quality
Supervisor HR Direct- LBrands September 2019-May 2020
-Directly manage a team of HR representatives including performance management, workload distribution, hiring, and administering disciplinary measures
-Analyze call volume trends, project future call trends
-Lead and ensure execution of training for new associates
-Diagnose highly complex issues and collaborate with the appropriate internal/external partners
Branch Manager- US Bank June 2018-September 2019
-Direct all operational aspects of the branch including customer service, scheduling, coaching, and other administrative duties in accordance with the banks objectives
-Assisting customers acquire the needed products for financial stability through discovery of their current and future needs
-Overseeing the loan and line of credit process to ensure all guidelines are met
-Build rapport with the community to attract business and assisting with customer relations
Tech Chat Supervisor -Verizon Wireless December 2016- June 2018
- Collaborate and partnered with interim and future leaders in the customer service chat department
- Manage and support call center representatives by providing daily feedback, weekly coaching, necessary training in an effort to become successful in their current role
- Handle escalated customers and partner with the representative to come up with the best resolution for the customer and the business
- Evaluate the employee performance to ensure the employee is performing to the level that is expected
- Build a solid culture of sustained success and a positive morale within the team and amongst peers
CRT Customer Service Supervisor (Customer Relations Team) Verizon Wireless March 2015- December 2016
- Provided coaching and development to representatives who have goals of becoming a leader in the business
- Handled/coached escalated calls to provide positioning for representatives taking the call
- Provided creative solutions for representatives handling escalated call types
- Provided training and shadowing opportunities for representatives in an effort to prepare for the next role
Customer Service Supervisor (New Hire Department) Verizon Wireless May 2014- March 2015
- Assisted in the development of New Hire representatives to business
- Trained and provided call taking support for 17 total weeks as New Hire representatives gain prospective to the business
- Provide coaching and development to uncover successes and area of opportunities that will make the New Hire Representative successful in the business
- Handled escalated situations when they arise with customers and provide support and positioning for representatives and/or provide the best recommendations for the customer
Technical Support- Verizon Wireless April 2011-October 2013
- Assisted customers resolve various issues pertaining to their devices with Verizon Wireless
- Provided customer support with various resources available such as MTAS, MARS, etc.
Special Projects
Project Lead Chat Support 2017
- Led and directed Chat representatives to deliver superior customer service, develop and create self-sufficiency among care representatives
- Successfully achieved that moving as high as 9th nationally from 16th in the business
Mentor Emerging Leaders Program 2017
- Provided weekly mentor assistance with projects for a nominated Hilliard future leaders
- Led weekly meetings on progress of projects
- Challenged their mindset and way of thinking by providing them with tasks to accomplish- set deadlines and followed up to gauge the completion
New Hire Mentor Care- March 2013- August 2013
- Assisted in the development of new hires in the customer care department
- Lead debriefs in which we discussed challenges the new hire class may have experienced throughout the day while taking calls
- Provided feedback/coaching by listening to calls from the representatives- discussed successes and opportunities that were observed during the call(s)
- Helped new hires gain understanding of the tools Verizon provides employees to be successful with continual practice of the resources provided by the company
Education
Wilberforce University- Bachelor of Science Degree- Business Marketing
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