Customer Service Call Center
Resume:
MATTHEW C. DOEHRING
Timonium, MD. 21093
************@*****.***
Cell: 443-***-****
EXPERIENCE Call Center Trainer
**/****- ********** *******, ************, MD
Manage the Call Centers Training resources
Develop a Training Schedule for new and existing employees
Train all new hires in Scheduling, PASS, and Campus Calls
Hold refresher training for tenured employees in Scheduling, PASS, and Campus Calls
Edit and write training manuals
Report Training Performance to upper management
Assistant Call Center Manager
06/2020-10/2020 TransCore LLC, Middle River, MD
Directly managed up to 8 supervisors
Continually assessed Customer Service levels for performance and monitors customer
Ensures that all Customer Service Center representatives are courteous, professional, and attuned to customer
Ensured that the Customer Service staff is taking appropriate steps when an event needed to be escalated
Effectively delegated work tasks to ensure that Customer Service performance measures are met
Established statistical performance reporting criteria, monitored standards, and enforced policies and procedures to ensure all personnel met or exceed expected service and performance
Continually assessed training needs through auditing
Wrote performance reviews for TransCore employees and provided periodic feedback to staffing agencies as to such performance
Scheduled CSR work assignments, monitored daily CSR activities, and assisted with account
Set objectives for and monitored performance of every customer service department
Audited staff to ensure quality of work was maintained at appropriate
Provided necessary training and support for problematic staff/processing.
Managed customers that request a supervisor
Hired, developed, and evaluated Customer Service Representatives
Branch and Customer Service/Call Center Supervisor
9/2018-3/2020 Home Paramount Pest Control, Forest Hill, Maryland
Provided leadership; Demonstrated commitment to organizational goals and objectives
Identified areas of inefficiency and made changes for improvement
Initiate independent learning of company products and services
Created new CSRCall Pattern Expectations
Developed Sales campaigns/promotions
Train new hires on products, services, and CSR expectations
Encourage team building while ensuring an atmosphere of professionalism
Daily managed internet leads and call center agents’ sales
Daily managed the call queue
Assisted with handling customer calls as needed when overflow of calls in queue
Handled all escalation calls
Daily interacted with sales agents, managed the floor, performed side by side monitors, remotely listened to calls, and scored calls
Daily prepared reports of call statistics
Set goals and establish budgets for Customer Service Agents and Sales Agents
Fulfilled responsibilities of Manager in her absence
2/2015-9/2018
4/2008-11/2013 Services Frontline Manager/Store Service Supervisor
IKEA DIRECT, Baltimore, Maryland
Consistently ensured high quality customer service
Lead a team of 20 front-line advisors with one on one development, constructive feedback and coaching to meet or exceed personal and team goals
Negotiated resolutions with stores and customers
Resolved delivery schedule problems with contractors
Tracked and reported on productivity measures and track call flow
Monitored employee performance for compliance with IKEA regulations
Prepared and presented Performance Evaluations, Midpoint Reviews and Annual Reviews
Maintained compliance with policies and procedures
Conducted ongoing employee training and development
Created, maintained and updated yearly Strategic Plans
11/2013- 02/2015 Services Frontline Manager/Email Correspondence and Live Chat
IKEA US Contact Center, Baltimore, Maryland
Manage and lead the staff and activities of the Front-Line Team, including recruitment, coaching, mentoring, training, and performance management
Perform quality sampling reviews on team and provide constructive feedback
Coach and develop Advisors to meet and exceed Contact Center objectives and other developmental areas
Track and report on productivity measures
Prepare and present Performance Evaluations, Midpoint Reviews and Annual Reviews
Contribute to the development, implementation and evaluation of the Customer Service Business Plan
Partner with managers and coworkers to influence and support overall positive working environment
Create, maintain and update yearly Strategic Plans
8/2007-3/2008 Senior Loan Officer
ALLIED HOME MORTGAGE CAPITAL CORPORATION, Baltimore, Maryland
Provided mortgage services to applicants and prospective customers seeking home loans, second mortgages, and refinancing
Created and validated mortgage contracts for compliance with payment provision, schedules, and applicable laws
Review mortgage contracts with customers to assure understanding of the requirements
Guided customers on the procurement of loans
Negotiated correct loan amount
Thorough credit checks on each customer before approving the loans
Designed payment schedules for the customers
Kept proper records and handled customer complaints
Resolved outstanding repayments
Performed final closeouts of the loans
2/2005 - 7/2007 Refinance Loan Officer
BALTIMORE AMERICAN MORTGAGE CORP., Hanover, Maryland
Provided mortgage services to applicants and prospective customers seeking home loans, second mortgages, and refinancing
Created and validated mortgage contracts for compliance with payment provision, schedules and applicable laws
Review mortgage contracts with customers to assure understanding of the requirements
Guided customers on the procurement of loans
Negotiated correct loan amount
Thorough credit checks on each customer before approving the loans
Designed payment schedules for the customers
Kept proper records and handled customer complaints
Resolved outstanding repayments
Performed final closeouts of the loans
2/2004- 2/2005 Senior Loan Officer
RESIDENTIAL LENDING CORPORATION, Baltimore, Maryland
Provided mortgage services to applicants and prospective customers seeking home loans, second mortgages, and refinancing
Originated home loans while working very closely with clients and loan processors
07/1989 - 8/2003 Call Center Manager
LUCENT TECHNOLOGIES, INC., Columbia, Maryland
Managed a seven-day a week, 24 hour a day call center for 98 contracted customers
Worked with contractors to meet budget, timeframe, and delivery schedules
Ensured services were delivered on time
Monitored contractor performance for compliance with applicable delivery schedules, contract data reporting requirements, and other contractual requirements.
Resolved problems with contractors and negotiated directly for consideration when requirements not met
Directed and coordinated activities of Customer Service Operations
Developed and maintained a monthly rotation and employee schedule for 35 call agents
Conducted training on customer relations, computer systems, and procedures
Developed, tested, and implemented all processes based upon customer contract needs
Established departmental goals and monitored systems to document performance
Monitored incoming and outgoing phone calls to ensure exemplary customer service
Reviewed requests and met with contractors to assure understanding of the requirements
EDUCATION
12/2002- 6/2006 UNIVERSITY OF PHOENIX, Timonium, Maryland
Bachelor of Science Degree – Business Management
9/1992- 5/1993 ESSEX COMMUNITY COLLEGE, Essex, Maryland
9/1986- 5/1988 TOWSON STATE UNIVERSITY, Towson, Maryland
AFFILIATIONS
2003-2012 SPECIAL OLYMPICS MARYLAND
Polar Bear Plunge Volunteer
2003- Present THE TYANNA FOUNDATION
Volunteer at BreastFest, Crush and other foundation events
2004-Present FELLS POINT PRESERVATION SOCIETY
Fells Point Festival Volunteer
References furnished upon request.
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