Manager Customer Service

Merilee J Hanley

Warwick RI ***** 401-***-**** *************@*****.***

CUSTOMER SERVICE MANAGER SALES WORKFORCE MANAGER

Best-in-Class Service Real-Time Metrics Training and Development

Proven ability to lead, motivate, and coach employees to provide superior customer service and exceed sales and efficiency objectives. Progressive Leadership skills with extensive expertise dealing with labor and contract issues, force management, and personnel issues. Well organized, strong time management skills, and recognized for high inner work standards. Strong leadership skills, interpersonal skills, budget/expense management skills, problem resolution, training, and effective communication skills.

HIGHLIGHT OF QUALIFICATIONS

Customer Service Leadership –Provided oversight and management for the start-up and operation of a Mega-Call center with 1,100 employees responsible for responding to more than 50,000 customer calls per day.

Results Orientation – Received several awards and special recognition for outstanding sales and service results. Led the Service Process Management Team and as a result, the office achieved the highest customer satisfaction results in the channel for 8 consecutive years.

Project Management --- Spearheaded the implementation of numerous projects in Workforce management. Collaborated with multiple departments to ensure projects were launched on-time and with risks identified. Effective communications, negotiations, root-cause analysis, action plan development, and organization skills.

PROFESSIONAL EXPERIENCE

MetLife, Warwick, RI 2019-Current

Customer Service Specialist lll

Troubleshoot and resolve customer website issues regarding registration, password resets and navigation. Proficiency in group benefits, retail sales, and employer services. Exceeds customer Service measurement, productivity effectiveness and behavioral framework attributes.

Achieved 100% Customer Satisfaction results January-June. Ranked #1 out of 57 agents in the Web Tech Universe.

Promoted to CSR lll after 4 months based on outstanding results and leadership attributes.

Selected for the Medallia project to proactively address and resolve website issues from vulnerable customer’s website survey.

AT&T, Warwick, RI 2012-2019

Workforce Manager

Managed real time strategy to deliver over 26 Million calls per year to AT&T and Vendor Off-Shore locations while meeting Answer Rate, Occupancy and Handle Time metrics. Named U-Verse Lead Manager as a result of implementing process improvements and expertise in meeting metrics.

Saved over $250K per year by effectively routing calls to ensure Forecast Guarantee contractual obligations were met and penalties were not paid.

Developed U-Verse training package and successfully delivered training to all new managers joining the consolidated team.

Successfully Implemented all U-Verse projects within timeline by collaborating with key stakeholders on a weekly basis, ensuring key milestones were met, identifying and resolving risks, and hands on participation during launch.

Liaison with the Outage Management team and with Vendor team to ensure issues resolved timely and escalation if needed.

Demonstrated exceptional multi-taking skills while managing real time routing, responding in 20+ chatrooms, and participating on project calls.

Merilee J Hanley 401-***-**** *************@*****.*** Page 2

AT&T, Fairhaven, MA 1997 – 2012

Call Center Manager/Site Development Leader

Managed a direct span of control of 300 employees and 1,100 employees as part of the center leadership team. Scope included training, developing, and coaching, 7-10 Team Development Leaders who each support 20 Customer Contact Associates to achieve world class customer service, in addition to sales and efficiency results.

Achieved outstanding results in customer service at 115% Attainment and Overall Sales Attainment at 145%.

Successfully initiated and executed numerous process improvements to positively impact Customer Value Added, People Value Added, and Economic Value Added. Developed monthly incentive contests, focusing on continuous improvement in sales, conformance, customer service and efficiency.

Implemented a unique approach to sales coaching that improved sales results in excess of 46%.

Developed zone action plan which resulted in 55% improvement of total absence results.

Supported numerous functional teams within the office in addition to core responsibilities: Human Resource Team, Pay for Performance Team, Customer Service Specialist Team, Contra Billing Adjustment Specialist Team, and Self Responsible Teams.

AT&T, Basking Ridge, NJ 1995- 1997

Telemarketing Channel Manager

Project Team Leader responsible to implement scripting and system changes, develop training and methods and procedures to support call handing in the Telemarketing Channel for all new Price Promotions.

Established clear expectations and continuously monitored the vendors’ compliance to AT&T expectations.

Implemented process improvements that ensured all centers exceeded objectives.

Developed action plans to improve the vendors’ performance which included staffing changes, script changes and weekly calibration sessions.

Provided on-site support during the launch of new projects as well as quarterly site visits.

Managed budget in excess of $23 Million. Identified billing errors in excess of $500,000.

Redirected volumes to a new vendor when existing vendor did not meet expectations and did not implement agreed upon action plans.

ADDITIONAL AT&T EXPERIENCE

AT&T, Pittsburgh PA

Batch Development Leader

AT&T, Providence RI

Provisional Development Leader

Team Development Leader

Customer Contact Associate

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science (BS) in Business Administration, Providence College

AT&T Management Training

Project Management Coaching and Team Building Development and Diversity Successful Performance Improvement Plans Labor Relations Managing Change in a Dynamic Workplace Manager as a Career Developer Managing Conflict Blueprint for Center Success Leadership with Distinction

Merilee J Hanley 401-***-**** *************@*****.*** Page 3

Awards and Special Recognition

Circle of Excellence Award 2001, 2007, 2008 Top 1% in the Country

Seven Time Recipient of Winning Spirit Award Multiple Years

Top 3% in the Country

Three Time Recipient of True Spirit Award in Multiple Years

Six Time Recipient of Council of Leaders Award, Multiple Years

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