Call Center Management
Resume:
DONNA NIEMILLER
**** *. ** *** ** AND * MORROW, OHIO 45152
Phone: 937-***-****
E-mail: **************@*****.***
Objectives
To seek the position of a call center manager at a company which will provide me with challenging managerial targets and tremendous growth perspectives, thereby advancing my managerial career.
Experience
Customer Service Manager (2008 –2018)
Hammacher Schlemmer Fairfield, OH
Managed all aspects of customer interaction to provide a world class customer service experience. Responsible for providing leadership, planning, analysis, oversight, and management of all aspects of the Call Center Operations.
● Responsible for a successful. roll out of a new order management system
(Microsoft Dynamics)
● Ensured that appropriate processes and procedures were in place and followed to provide our customer with world class service
● Lead the development, implementation and execution of procedures that resulted in the effective and efficient operation of the call center
● Lead the development and execution of operational plans and training for our 4th quarter peak season business
● Created performance metrics, reporting and improvement targets for Call Center and Customer Service operations.
● Interviewed, hired, trained and retained high performing and talented individuals to achieve growth and results.
● Planned, assigned, and directed work and appraised employee performance
● Directed the quality assurance testing program
● Oversaw third party call center and IVR service providers, to ensure high quality service and cost effectiveness
● Assisted with budget and execution of budget for call center and third-party vendors
● Guided continual expansion of our telephone add on selling program
Resume: DONNA NIEMILLER
Page 2-937-***-****
Assistant Customer Service Manager (2002 –2007)
Hammacher Schlemmer Fairfield, OH
● Tasked to meet all organizational functions and standards for the call center,
● Found solutions to improve call center KPI’s and increase profitability.
● Reviewed and improved all call center policies procedures and service standards.
● Hired, trained and supervised call center employees,
● identified reporting discrepancies and areas that need improvement.
● Worked closely with senior management to improve the overall performance of the call center.
● Handled escalated customer related calls that require management tact and professional maturity, taking into account the perspective of the customer, associate, and business. Call Center Supervisor (1994 –2006)
Hammacher Schlemmer Fairfield, OH
● Responsible for the operation of customer service and sales department duties.
● Met budgetary, labor, and productivity requirements,
● Scheduled all call center personnel,
● Prepared performance evaluations for team leads and CSRs,
● Analyzed group performance to quality/productivity standards,
● Managed call allocation between Call Center and third-party service bureau to meet the phone service goals,
● Recruited, hired and trained seasonal help,
● Resolved service inquires,
● Audited mail and order entry data, reconciled cash and credit card deposits, audited refund check accounts.
Warehouse Returns Supervisor (1993 –1994)
Hammacher Schlemmer Fairfield, OH
● Responsible for the operation of the returns, refurbishing and liquidations.
● Created training material,
● Streamlined returns processing, and managed inventory adjustments. Call Center Team Leader (1989 –1993)
Hammacher Schlemmer Fairfield, OH
Responsible for processing orders, data entry, resolving customer inquiries for multiple catalog vendors, assisted CSRs with customer related concerns. Customer Service Representative (1987 –1989)
Hammacher Schlemmer Fairfield, OH
Area of Expertise
• Call Center Management
• Customer Centric
• Strategic Planning
• Process Compliance
• Business Analysis
• Mentoring and Employee Growth
Education
Graduated from Little Miami High School, Morrow, OH (1987)
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