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Customer Service Development Director

Memphis, TN
January 12, 2022

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Dear Hiring Manager:

In response to the open position with your company, I am enclosing a resume for your review. Please consider this resume as my formal application representing my background, education and experience.

I am fully aware that your company seeks experienced, flexible, analytical individuals who will help maintain a high level of professionalism and quality to continue your organizations growth, reputation, and future accomplishments. I possess all of these qualifications.

In addition to diversity in skills and experience, I offer genuine enthusiasm and dedication. I strongly believe in the importance of building teams and maintaining strong relationships. With these qualities and abilities I can provide valuable support to your organization.

I would appreciate the opportunity to meet with you in person to discuss your needs and objectives, along with my proven abilities to fulfill them. I hope to hear from you soon. Thank you for your time and consideration.


Tracy R. Richardson

Summary of Qualifications

16+ years professional management/supervisory experience

Over 9 years’ experience in Account Management

An extensive 20 year customer service professional

Call Center Management/Supervisory Experience

Recruiting and Interviewing candidates to fulfill staffing needs.

Coached, evaluated, and developed a staff of up to 30 in-house and remote agents.

Managed performance through standardized processes which promote ways to improve quality and promote consistency.

Plans, organizes, and controls department objectives in order motivate staff to achieve goals.

Conducts team meetings to train and communicate staff on operating strategies, objectives, policies, and procedural training updates.

Monitored and facilitated etiquette and soft skills training to ensure service and quality is adequately maintained.

Resolved and diffused escalated issues needing supervisor authorization.

Monitored inbound/outbound queues; tracked abandon rates, wait times, and hold times.

Business Development Director Experience

Develop a complete understanding of and demonstrated adherence to policies and procedures as defined by corporate guidelines.

Develop a keen understanding of customer needs and values in order to provide personalized assistance throughout the sales process.

Develop proficiency with the managerial functions of all hardware, software and CRM’s and act as SME to facilitate training to sales staff, management and associates.

Demonstrate the ability to interact with management at all levels

Establish and monitor daily, weekly, monthly and yearly goals and incentive programs, which correspond to the established monthly goals.

Recommends and develops recursive training when necessary utilizing various techniques for overcoming objections, and creating positive experiences for the customer.

Audit and report gross production numbers to all stakeholders

Compares trends to identify areas for improvement.

Oversee the production and schedules of work for all staff.

Attend weekly and month-end management meetings to report on effectiveness, progress, and improvements needed for continued success.

Periodic monitoring of inbound and outbound calls of service representatives.

Voice of Customer program manager which insightfully reviews ways to improve the customer experience, with a goal to ultimately improve marketing, customer retention and conversion.

Manage dealerships Social Media presence.

Create campaigns and promotions to continually promote brand to attract new and existing customers.

Demonstrate sales and upselling techniques to generate gross profit to the bottom line

Monitoring and coaching associates on how to properly convert leads into sales appointments.

Account Management/Customer Service Experience

Represent brands in professional manner consistent with brands reputation and customer’s expectation.

Participate in weekly sales meetings with utilized report data detailing sales volume and growth expansion opportunities.

Constant client contact to communicate promotions, market trends, and needs assessments.

Audit reports to manage order to delivery process for accounts.

Proactively identifies and responds to billing, returns, and product issues.

Correspond with overseas communication regarding: quality control, containers, cross-dock orders and product orders.

Maintains thorough knowledge of key products and service to drive product line.

Research and develop new accounts.

Account Maintenance and order entry.

Experience servicing accounts via email, call queues, and face-to-face interaction.

Work History

All Star Chevrolet Olive Branch, MS

Business Development Center/Internet Director June 2015 to Present

ServiceMaster – American Home Shield Memphis, Tennessee

Customer Service Manager March 2006 to November 2013

First Tennessee Brokerage Memphis, Tennessee

Lead Brokerage Service Specialist March 2000 to February 2006

NIKE, Inc. Memphis, Tennessee

Customer Service Account Manager March 1993 to March 2000

Milwaukee Electric Tools Olive Branch, Mississippi

Ace Account Manager October 1995 - March 2000


Park University December 2012

Masters Healthcare Management Parkville, Missouri

Union University May 2010

Bachelor of Arts, Organizational Leadership Memphis, Tennessee

References Available Upon Request

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