Social Services Center Manager

DANIEL JONES

Raleigh, North Carolina ***** 919-***-**** **************@***.***

SUMMARY

Demonstrated ability to complete tasks accurately despite interruptions and competing demands. Customer-oriented ] with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development. SKILLS

Call center experience

EXPERIENCE

08/2020 to Current Tier 2 Customer Support

Firstsource Solutions Raleigh, NC

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes of members not receiving link for telehealth visits. Made outbound calls to members to offer

(sell) telehealth visits.

03/2012 to 03/2021 Commercial Cleaning Franchise Owner Blink Facility Services Raleigh, NC

Built new business under Blink Facility Service brand, including hiring all employees and coordinating site preparations. Service and upsell accounts.

06/1991 to 09/2012 Call Center Manager

Wake County Government Raleigh, North Carolina

Led team of twelve customer support agents engaged in delivering assistance to customer service a diverse population in Wake County on a daily basis

Successfully led key projects which resulted in one of the most recognized departments in the agency

Created communication strategies to meet client objectives Delivered an exceptional level of service to each customer by listening to concerns and answering questions

Conducted analysis to address dropped calls and abandon calls which led to hiring additional agents and developing a internet response team Planned and executed ongoing training for staff

Enhanced data collection accuracy by preparing statistics from call center information systems (cics) and T-Metrics database. All data was entered into an excel spreadsheet and delivered to upper management and IT /IS

Cross-trained in government programs such as foodstamps, adult and children's Medicaid and emergency services

Collaborated with information technology department telecommunications, and other large county call centers Supervised and trained customer service team members to provide exceptional service to the main campus and four regional centers in Wake County

06/1991 to 06/2000 Front Desk Supervison

Wake County Government Division Of Social Services Raleigh, NC Created communication strategies to meet client objectives. Interviewed clients that were applying for assistance. Assisted clients in understanding multiple government programs

Delivered an exceptional level of service to each customer by listening to concerns and answering questions

Successfully led key projects which resulted in hiring additional staff and working with IT to developed application designed for a reception area EDUCATION AND TRAINING

Psychology (3 Years)

St Augustine's University Raleigh NC

Contact this candidate