Customer Service Delivery

Monique Rouse 210-***-**** *********@*******.***

Customer Service Manager

An accomplished customer service manager with 20+ years of proven experience in supervisory roles, providing hands-on coaching, training, and development to achieve best-in-class performance results. Expert in ensuring alignment to client Service Level Agreements (SLA), as well as positioning teams to exceed strategic goals and Key Performance Indicators (KPI). Recent success includes leading 300+ total reports and managing a $26M annual budget.

Adds value through a passion for customer service, a love for helping people, and a belief of consistent, open communication among internal teams to empower an organization.

Core Competencies

Maximizing Customer Service Project & Program Management Cross-Functional Collaboration

Business & Brand Ambassador Policy & Procedure Compliance Team Leadership & Management

Strategic Account Management Service Level Agreements (SLA) Coaching, Training & Mentoring

Performance Monitoring / Audits Key Performance Indicators (KPI) Team Recruitment & Retention

Professional Overview

H&R Block 10/2019-7/2020

Muti Unit Manager

Oversaw performance and service delivery of 3-5 retail locations

Create employee scorecards to measure agent success

Manage staffing and schedules

Employee performance reviews

Address customer escalations

Provide senIor management with business case to improve customer (internal/external) experience

Spectrum Association Management 07/2017 -6/2019

Call Center Manager

Oversaw performance and service delivery 25 employees

Create employee scorecards to measure agent success

Collaborated with project manager to create and implement business continuity plan

Semi annual Employee performance reviews

Created performance Management process to address performance opportunities

Xerox / Conduent 10/2011 – 4/2017

Service Delivery Manager (2015 – 2017)

Ambassador for the business driving high quality and productivity while ensuring 100% alignment to client expectations and Service Level Agreements (SLA).

Acted as a liaison both internal and external stakeholders to improve customer service, motivating teams to deliver best-in-class results and exceed Key Performance Indicators (KPI).

Oversaw the performance and service delivery of 300+ employees, including full P&L management and achieving measureable results on schedule and on budget.

Directed all activities associated with call center operations, including developing and implementing policies, procedures, and best practices department-wide to meet strategic goals.

Trusted resource for issue resolution, quickly assessing problem situations, prioritizing solution deployment, and implementing processes that enhanced efficiency and operational effectiveness.

Took the lead in preparing detailed reports and audits of current procedures to monitor operations efficiency; managed the business continuity plans annually.

Achieved a 10% increase in KPI attainment by implementing business review processes for all levels.

Delivered substantial cost savings by creating and launching Wastebuster Committees, including recruiting team members to organize money saving ideas and award prizes for submissions.

Operations Manager (2012 – 2015)

Managed the Member Services Call Center Group, including day-to-day operations and long-range performance of the business unit.

Established daily operational objectives, work plans, and delegate assignments for staff, providing hands-on leadership to achieve all KPI and SLA at the individual, team, and group level.

Improved efficiency, quality, and productivity by developing new policies, procedures, and best practices as a result of routine process audits.

Ensured all business practices were performed in 100% alignment with Xerox policies and procedures, as well as with external Federal, State, and Local laws and regulations.

Increased bench strength by driving the creation, implementation, and maintenance of company performance management and employee development programs.

Team Manager (2011 – 2012)

Managed the Back Office and Escalations groups, including planning, managing, and controlling day-to-day activities of both groups.

Established strategic operational objectives, as well as corresponding work plans to achieve goal attainment.

Provided hands-on coaching, training, mentoring, and development of Supervisors to improve performance excellence, goal attainment, and best-in-class service delivery.

Trusted by senior leadership to optimize call center performance, placing a strong focus on meeting and exceeding SLA and KPI objectives.

AFNI 2008 – 2011

Team Coach

Provided consistent, hands-on motivation and coaching to customer service professionals in performance excellence, goal attainment, and engagement.

Supported the objectives of individual staff performance, effectively communicating performance issues and solutions to increase development.

Maintained open lines of communication regarding production, development, and policy issues, as well as enforcing compliance and adherence to company policies and procedures.

Played a key role in the recruitment and hiring of new customer service professionals, as well as supporting the onboarding process through coaching, training, and mentoring.

Prevented complaints stemming from escalations by implementing a swift resolution immediately upon a filed complaint.

Washington Mutual 2004 – 2008

Team Manager Washington Mutual 2nd Mortgage (2006 – 2008)

Managed the Support, Funding, and Prefunding Departments, including 100+ total reports, ensuring 100% compliance with all policies, procedures, and regulations.

Customer Service Manager Washington Mutual EEC (2006)

Provided 1:1 and group coaching to a team of Level 1 bankers, including conducting monthly quality reviews and communicating statistical data for performance improvement.

Managed escalations and answered questions from bankers regarding a wide range of customer issues.

Key member of the Hiring Committee, conducting interviews with candidates.

Senior Customer Service Representative (2004 – 2005)

Assisted internal and external customers on policy, procedure, and processes during second mortgage applications, demonstrating strong product knowledge to all stakeholders.

Consistent top performer exceeding KPI, assisting in the development of new team members and training new representatives on prefunding, faxes, and adverse files.

Volunteered extensively, leading the company’s United Way campaign for customer care.

Additional Career Success

Senior Customer Account Manager, Sprint (2001 – 2004)

Customer Service Supervisor, Citibank (1994 – 2001)

Office Manager, Health Service for Women (1987 – 1993)

Education

High School Diploma, Queens Outreach, Flushing, NY

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