Workforce Manager Customer Service
Resume:
WENDY R. BENDER
OBJECTIVE
A highly motivated and versatile individual with extensive management
experience. An experienced professional with proven success in financial management, strategic training procedures, customer service, and enhancing the company’s profile by achieving target goals. Takes expertise in driving revenue, managing budgets, delivering a vision, and empowering team members to achieve goals while building a long-lasting, positive relationship with customers through persuasive and active communication skills. Is constantly acknowledged and appreciated for effective communication, teamwork, and leadership abilities. Determined to bring forth my professional experience to an organization that offers a competitive environment, demands excellence in performance, and provides opportunities to apply my expertise in the field.
EDUCATION
BACHELOR OF ARTS IN ENGLISH LANGUAGE & LITERATURE/ LETTERS BALDWIN WALLACE UNIVERSITY
ASSOCIATES DEGREE
UNIVERSITY OF CINCINNATI
EXPERIENCE
CALL CENTER MANAGER
LPG LAW, TUSTIN, CALIFORNIA
MAR 2021 - PRESENT
• Assisted with the development and set-up of a new call center.
• Implement policies, goals, and objectives to achieve business targets.
• Lead the procedure of selecting, training, and evaluating employees or applicants.
• Review financial reports and other performance data to implement strategies for revenue growth.
• Incorporate effective customer service skills to resolve customer queries and concerns via phone, online, and email.
• Lead the project team through the various phases of implementation to include Define, Discover, Design, Develop, Deploy and Deliver components.
• Train and supervise employees to abide by the operational standards to provide optimal service standards.
• Work in active collaboration and communication with the Sharp Business Goto Connect to manage the phone queue.
• Implement an analytical and practical approach to provide exemplary customer service by being prompt to the concerns and queries of the customers.
SENEGENCE INTERNATIONAL
DIRECTOR OF CUSTOMER SERVICE: 2015 - MAR 2021
CUSTOMER SERVICE MANAGER: 2013 - 2015
• Managed and led the launch of a new call center facility in Sapulpa, Oklahoma while actively monitoring 35 customer service representatives.
• Designed, implemented, and administered a report card system to evaluate and document the performance of representatives.
• Maintain an active inter-departmental coordination and communication to specialize training procedures.
• Appointed a Workforce Manager to monitor accountability and action items which resulted in a reduction in overtime.
• Served as the primary point of contact for customer’s queries and concerns while actively monitoring order management processes.
•
W.R.B
CONTACT
21411 miramar, Mission Viejo, California
92692
SKILLS
Customer service and support
Strategic thinking and planning
Quality Control
Multitasking and verbal communication
Reporting and documentation
Faculty collaboration
Project Management
Analytical thinking
************@*****.***
System & Policy Development
Key Performance Indicators
Recruitment
Team Management
Collaboration
Effective
communication
Problem-solving
REFERENCES
Senior VP of Global Sales, SeneGence
Chris Simonian: 818-***-****
EVP/ Chief Risk Officer, Plaza Bank
Sally K. Myers: 949-***-****
• Ensured compliance to company standards and policies by designing and implementing expectations while monitoring completion of set milestones.
• Worked in collaboration with the CS Team to evaluate the objectives and goals while analyzing the trending issues.
• Assisted in the development, implementation, and management of strategies for effective customer services.
• Designed and implemented procedures to increase customer base and enhance revenue.
• Thoroughly researched and analyzed trends to determine goals for the team members.
ARBONNE INTERNATIONAL, IRVINE, CA
VICE PRESIDENT SUPPORT SUPERVISOR: 2009 - 2013
CUSTOMER SERVICE CALL CENTER SUPERVISOR: 2003 - 2009
• Effectively managed and monitored the company store for National Training Conferences while successfully achieving one-day sales exceeding $4 million.
• Implemented a systematic hiring, training, and performance management procedure which resulted in the lowest attrition rate in the customer service division.
• Monitored and led the customer service team to optimize customer satisfaction.
• Maintained a thorough analysis of customer service to provide prompt and constructive feedback to team members.
• Assisted with the modifications to the training courses including Employee Onboarding, Second Step, and Team Lead Readiness.
• Designed and implemented a tier assessment system for all call center representatives.
• Enhanced quality assurance through active management of corresponding policies and procedures.
• Implemented frequent training sessions to enhance the performance of the employees to ensure a lean and efficient operation.
• Assisted in the development, implementation, and management of strategies for effective customer services.
SUBSTITUTE TEACHER
SADDLEBACK VALLEY UNIFIED SCHOOL DISTRICT, MISSION VIEJO, CA 2001 - 2003
• Served as a substitute teacher for grades 9-12 for English as a second language, English Language Development, and Sheltered English.
• Utilized diversified teaching methods and strategies to enhance the learning outcomes of students with varying educational needs.
• Consistently participated in staff meetings to analyze student’s progress to incorporate appropriate actions.
• Ensured compliance with classroom and school expectations through constant monitoring and enhancement of student behaviour.
• Managed and monitored teacher-student-guardian relationships.
• Followed and implemented the provided lesson plans by the regular course teacher.
• Achieved lesson goals by following procedures and curriculum requirements.
• Ensured compliance with institute's policies and regulations.
• Took attendance and documented notes of the daily procedure for the teacher.
• Monitored students within and outside the classroom.
• Communicated with office staff in case of emergency or any discrepancies. Workflow Optimization
Trend Analysis
Continuous Improvement
Operations Management
Process improvement
Business development
Business planning
Proficient in Microsoft Office
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