Manager Service
Resume:
Vatina L. Hightower
Windsor Mill, MD 21244
To further expand my managerial, customer service, computer operational, order processing and training skills with your company through obtaining a mid-level to senior-level position.
Educational History
•Project Management Professional Certification; July 2015
•Management Certification; Prince Georges Community College; May 2004
•Bachelor of Arts, Information Systems; Stockton University; 1993
Years of Specialized Experience
•Fifteen years management inbound customer service and call center operations (5 to 75 phone staff). Determined needed knowledge, developed and delivered training, and monitored specialists to meet SLAs.
Relevant Qualifications
•Ten years’ experience managing databases and measuring performance
•Experienced with Avaya phones and ACD, CMS, Intellidesk, Trapeze, Telesoft and Maxxpoint.
Certifications and Specialty Training
•Software: Excellerator; Storm; Minitab; PageMaker; Probe; Salesforce; Magento; Goldmine; Bondwatch; ACT; OmniPage Pro; WIN; ASPECTS; Microsoft Office Suite; Microsoft Project 2010; Magic Solutions, Nova Suite; Crystal Report writer; License 2000; Oracle CRM; Notifind; Intellidesk; Telesoft; Hawkeye Scheduler, Facets; FLEXX; FEP Direct; TRMS; SIR; CCC3 (Clear Claim Connection); SAP; EPIC; Meditech; SalesForce.
•Accounting Software: Datasystem Solutions Inc.
EXPERIENCE
MV Transportation 10/16 to Present
Reservations Manager
Manage, counsel, train and schedule a staff of 90.
Accomplish daily operations of Reservations Department.
Set a positive example for all call center employees by providing consistent support and positive leadership.
Responsible for positive employee morale and quality customer service.
Proactively assess staffing needs as determined by service hours and peak call periods.
Define and publish staff schedules based on service demand and in accordance with collective agreements.
Ensures excellent, on-time service for paratransit service to the elderly and disabled.
Monitor performance management of Reservationists through coaching and documenting progressive discipline measures.
Interact with client and other providers and staff to ensure high-quality service delivery.
Utilize CMS, Trapeze and Microsoft-based software to do a combination of data entry and analysis business information.
Ensure performance benchmarks are met and completed within established deadlines.
Research and respond to customer complaints; maintain the highest standards of excellence in appearance and attitude.
OnCourse Learning 9/15 to 9/16
Manager of Customer Support
Leveraged strong working knowledge of industry regulations, products, customer relationship management (CRM), order entry platforms, phone system, and learning management system (LMS) to efficiently manage customer facing and order processing resources, work streams, and protocols.
Developed, implemented, optimized and report on customer service/call center resources, scripting, processes, productivity, and metrics focused on “first call” resolution across a multi-branded “live answer” environment.
Effectively on-boarded and trained all new hires; continually assessed staff and where necessary, developed, documented and implemented training programs for existing and new hires; was responsible for appropriate staffing levels and scheduling to meet call/resolution volumes & metrics.
Collaborated with segment account teams, managed all outbound sales call campaigns outlining objectives, goals, and metrics for team members. Utilized multiple systems, collected relevant campaign data points and reported out on progress/outcomes to sales management. Efficiently aligned outbound resources with business’s inbound call volumes.
Collaborated with segment account teams, oversaw sales, marketing & product related communications to team.
Maintained an active role in the development and optimization of customer facing and order process/fulfillment protocols to maximize customer sales, retention and metrics.
HD Supply Interior Solutions 11/12 to 9/15
East Region Order Processing Manager
Was responsible for managing, supervising and coordinating work order processing activities and associates.
Ensured order processing policies and procedures are communicated and adhered to. Accountable for performance and driving accountability through metrics.
Resolved processing issues and provided direction and guidance for order processing team.
Analyzed continuous quality improvement needs and opportunities and implemented responsive strategies and procedures.
Was Responsible for overseeing the Order Processing Supervisors and their teams, and the overall results, planning, coaching, counseling, mentoring and monitoring of associates within order entry, purchasing and/or billing functions.
Managed the performance of associates; by communicating to all levels of the organization on status, issues and solutions; reinforcing systems, process, policies and ensuring the team meets service levels to support our branches and customers.
Worked in conjunction with team Supervisors, branches, customers and other functional teams to ensure orders, purchasing and billing are completed timely and that the team is consistently improving its delivery turn-around and overall performance and accuracy.
Controlled workflow within Order Processing to ensure daily workload is completed timely and efficiently.
Developed processes and oversaw procedural implementation. Oversaw the continual review and refinement of operational processes and procedures.
Identified and analyzed issues directly impacting order processing efficiency. Developed and implemented solutions to optimize maximum productivity and efficiency within department.
Lead plans and coordinate teams in an efficient manner to effectively perform job functions and activities. Utilized metrics to track performance and manage workload. Ensured processes and procedures are compliant and consistent with established policies.
Johns Hopkins Hospital 8/09 to 11/12
Telecom Supervisor/Quality Manager
Was in charge of managing the day-to-day operations and quality assurance measures of the department.
Managed a staff of 20 Operators and 2 Team Leaders for a 24x7 call center operation.
Ensured that all Operators were knowledgeable and our held accountable to deliver exceptional performance related to our key performance indicators regarding quality.
Processed directory assistance, physician answering and code calls within service level agreements.
Handled all pager requests for hospital personnel.
Used ACD, CMS, Intellidesk and Telesoft reporting to meet statistical measurements.
Solved technical and procedural problems.
Maintained call center equipment including on line, diagnostics, hardware alterations, upgrading of software releases and service restoration.
Stayed informed of new products and emerging technologies.
Provided ongoing coaching and training to the staff with consistency in regards to performance, processes and quality procedures.
Held individual biweekly and monthly group meetings regarding department updates and upcoming projects.
Listened to recorded and live calls daily for Quality purposes.
Provided weekly feedback to staff in regards to their personal quality score as well as department score.
Was in charge of all departmental hiring, training, counseling and administrative discipline including discharge when appropriate.
Resolved customer escalations.
Addressed the needs of various pager response groups.
Customized answering service to fill the need of the subscribing physician or department.
Managed enterprise pager needs.
Ensured Telecom Repair calls are properly dispatched.
Served as backup for the team in critical situations.
Carapace LLC 2/08 to 3/09
Customer Service Manager
Was responsible for customer service department of 5.
Hired, trained, coached and terminated staff.
Prepared weekly and monthly call reports.
Logged and tracked incoming calls.
Back up for call outs, scheduled vacations and overflow calls.
Built a responsive and educated Customer Service Department.
Knew and understood all promotions and special pricing quotes.
Remained open minded when addressing customer issues.
Spoke with customers by phone concerning orders, returns, shipments and products.
Received and entered phone, email and fax orders.
Called customers when necessary to advise of shipment delays and to obtain information necessary to process orders.
Made changes to or cancelled order/backorders.
Initiated orders for correcting errors (shortages, wrong item shipped, etc.).
Obtained customer feedback information which was forwarded to Director.
H&S Bakery 4/05 to 2/08
Call Center Manager
Ensured that all department policies, procedures and work routines are followed.
Hired trained, coached and terminated new customer service staff.
Developed relationships with key personnel throughout the company including Quality Service Department staff and Director.
Worked closely with Quality Service Staff and Sales Department to resolve customer complaints.
Provided daily, weekly and monthly reporting.
Created and maintained schedule on a monthly basis for call center staff.
Served as a liaison between call center staff and IT to report problems.
Approved leave request in accordance with call center leave request policy.
Updated call center staff of changes and additions to policies and procedures as necessary.
Kept call center staff informed of any promotion or holidays that may affect product sales.
Monitored call volume and assisted with calls when needed.
Prometric 5/02 to 4/05
PTC Level 1 Help Desk Supervisor
Ensured that top notch customer service was provided to Test Center Administrators regarding technical issues at their test sites.
Was responsible for developing, motivating a staff of 50, dealing with personnel issues while working closely with Help Desk Manager and Human Resources.
Monitored staff performance via Magic, CMS, Quality Assurance reports, TCA interaction, and personal assessment and provided feedback designed to enhance service quality and employee growth.
Reviewed Magic reporting and participated in root cause analysis of recurring issues.
Performed spot checks on trouble tickets for correct usage and provided staff instruction in Magic use when needed.
Provided direction to Team Leaders regarding operational issues.
Developed and managed team-based goals and incentives with Manager input.
Oversaw payroll process, scheduling and schedule adherence by staff.
Carried out regular one-on-one meetings with staff as well as annual performance reviews and the staff compensation process.
Worked with external support providers and clients to monitor and negotiate current service level agreements and alliances, and aided the Manager in establishing new service level agreements.
Maintained familiarity with Prometric policies, procedures, technology, and telephony knowledge as it relates to call center processes.
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