Customer Service Services Manager

Kris Kozak

***** ******* ***** ***** ***, CA ****5 714-***-**** ****.*****@*****.***

MANAGEMENT PROFESSIONAL

As a dedicated and knowledgeable professional with more than 30 years of experience in client service and team management, I seek to bring my skills and abilities to add value to your company.

Strong leader with experience overseeing teams and driving employees to exceed expectations.

Excellent interpersonal, conflict resolution, and communication skills.

Adept at liaising with clients and employees from diverse backgrounds.

Proven record of resolving complaints, maintaining client accounts, and achieving high levels of customer satisfaction.

Experience in handling billing, invoicing, contract compliance, and accounts receivable activities.

Outstanding organizational and time management skills, able to multi-task.

Ability to work as part of a team or independently with little oversight.

Superb understanding of sales strategies, project management procedures, and team development methods.

Proficient skills in Microsoft Windows programs.

Highly adaptable, able to learn new skills and systems quickly.

Self-motivated, reliable, and resourceful with an exceptional work ethic.

PROFESSIONAL EXPERIENCE

VERIZON COMMUNICATIONS — IRVINE, CA

Senior Manager, Customer Service, July 1985 – March 2017

Oversaw a team of 14 contributors who provided billing related support to Verizon’s largest clients.

Ensured accurate and timely billing and compliance with contract specifications for top clients.

Directed team to produce reports of phone usage, billing, and contract compliance.

Assessed team activities and identified opportunities for improvement.

Provided direct reports with support, constructive feedback, and assistance as needed.

Implemented company-driven initiatives designed to reduce costs.

Created new client service teams across the U.S. and several offshore third-party partners.

Served as the main point of contact for many of companies’ largest customers with internal escalations and/or trouble management.

Promptly resolved billing, contract, and service-related issues for mutually beneficial outcomes.

Led team to consistently achieve high levels of customer satisfaction.

Cultivated a positive working environment and boosted team morale.

Recognized as key stakeholder for billing accuracy and overall compliance by upper management.

LUMEN COMMUNICATIONS – IRVINE, CA

Client Services Manager, November 2019 – October 2021

Ensured timely and accurately billed invoices for base of over 100 clients

Utilized Salesforce to record and manage all customer transaction

Educated client base on customer portal usage

Drove revenue with incumbent clients by negotiating and re-signing client contracts

Promoted new sales with incumbent clients and handed off to sales team as required

EDUCATION

APPLIED PROJECT MANAGEMENT CERTIFICATION

University of California, Irvine, March 2018

BACHELOR OF SCIENCE IN HUMAN SERVICES

California State University Fullerton, Fullerton, CA, 1985

**References Available Upon Request**

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