Customer Service Manager
Resume:
Cindy R. Rush
Arlington, TX. 76001
*****.****@***.***
Goal-oriented finance professional with a strong track record of achieving financial benchmarks and developing team performance. Extensive experience in finance billing operation, security and collections management. Customer-focused leader with the ability to foster relationships that lead to increased operational efficiency.
Core Competencies
Financial Analysis Consumer Trends
Customer Service Team Training & Coaching
Strategic Planning Collateral Tracking
Experience
AT&T Inc., Dallas, TX
Senior Business Mgmt.—Finance Billing Operations, 10/2012-May 15, 2020
Lead process improvement efforts for the Theft of Identity department.
Collaborate weekly with other fraud departments to ensure critical business needs are addressed, protecting hundreds of customer accounts from fraud.
Develop solutions to resolve issues with existing processes; one initiative dramatically improved efficiency saving customers two weeks to obtain resolution of their case.
Create and update methods and procedures (M&Ps) for all incoming and existing work processes; prioritizing the documents that were regulated by government agencies. Responsible for over one hundred M&Ps.
Coach and develop managers, addressing personnel and disciplinary issues with their subordinates. Viewed by team as a primary resource when dealing with these issues.
Presented facts and successfully argued multiple grievance brought by the union on behalf of the company.
Track office results for 25 occupational employees. Through observations and data analysis determined that the employees had the bandwidth to increase their level of productivity. Changing the employee’s hourly requirement allowed more customer cases to be completed.
Manager—Credit & Collections-- Ft. Worth, TX, 11/2009-10/2012
Conducted call pattern forecasting and schedule planning to help meet business unit objectives.
Analyzed call center trends; including call volume, call patterns, call routing, staff productivity, attrition rates, and resource allocation enabling the centers to respond to customer calls within the stated objective time.
Responsible for monitoring call volumes, forecasting call pattern activities, recognizing and recommending operational improvements to ensure the needs of the customers were met.
Develop force schedules to meet the anticipated call load and achieve grade of service objectives.
Manage call list including verifying tracking processes and contact attempts to forecast future expected volumes.
Perform call routing functions to include setting up new routes, new call types, dismantling of obsolete routing and troubleshooting issues ensuring new program call volumes would be met.
Resolved systems issues that affected departmental standards preventing the possible loss of customers.
Make staff adjustments to accommodate call load fluctuations.
Analyze operational results to continuously mitigate unforeseen volume issues and to ensure reporting is accurate and completed in a timely manner.
Manager –Credit & Collections Ft. Worth, TX, 04/2007-11/2009
Directed work activities to achieve volumes to meet operational goals and unit and revenue objectives. Responsible for the daily application of Company and organizational policies and procedures.
Monitor representatives according to documented standards ensuring call standards were being followed while maintaining customer contact standards.
Provided feedback, coaching, training, motivation, and support to representatives certifying quality standards were met.
Counsel and advise representatives regarding performance and discipline assuring call standards were being followed.
Make suggestions and recommendations as to the hiring, firing, advancement, promotion, and other status changes for employees.
Process Development Leader/Budget Manage Dallas, TX, 11/2003-4/2007
Responsible for the coaching and development of 16 Customer Service Associates in the area of efficiency, customer service satisfaction, revenue protection process, and Teleconference billing.
Exceeded all sales targets by over 50 %
Exceeded adjustment attainment target by 25 %
Improved IOS financial conformance results by 10 %
Achieved 104 % of percent answered objective
Reduced off line expense by $21,000 over two years
Manage monthly expenses to projected budget
Track monthly expenditures
Forecast monthly expenses and submit budget.
Document budget variances and provide explanations
Prior positions at AT&T:
Team Development Leader—Ft. Lauderdale, Fl. 3/199*-**-****
Manager of Service Excellence—American Transtech--Killeen, TX, 5/1990-11/1995
Customer Service Representative -- Kansas City, MO., 11/1986-5/1990
Education: BA in Accounting, Pittsburg State University—Pittsburgh, KS
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