Call Center Customer Service

Alicia Matlock

*** *. ***** ******, *******, CA *0247

adt6oi@r.postjobfree.com • 310-***-****

Call Center/Customer Service Manager

Professional Summary

Call Center/Customer Service Professional offering 17 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.

Leadership: Experience in a customer service focused call center environment which required leading the hiring process and conducting coaching sessions to insure maximum customer retention rates. Designed and implemented recruitment programs based on personnel needs.

Training/Quality Assurance: Ability to recruit, motivate and retain long term employees. Responsible for quality assurance, training, and management for a staff of over 200 customer service representatives.

Strategic Thinking: Identify needs in order to initiate creative and innovative solutions. Able to interpret and analyze complex data and adapt strategy to changing conditions. Experience

Dermstore, El Segundo, CA 2014 to present

Customer Service Representative

Resourceful and meets or exceeds productivity goals.

Provides superior customer service and work quality while demonstrating attention to detail, flexibility, and innovation in resolving problems.

Familiar with the beauty and skin care market and able to make suggestions and upsell additional products.

Above average call stats. Experience with call center phone systems and excellent computer skills.

Maintains a high level of professionalism, patience, and efficiency to maximize customer satisfaction and increase customer loyalty.

LA County Auditor Controller, Los Angeles, CA 2009 to 2010 Intermediate Clerk

Maintained computerized procurement records.

Reviewed requisitions, supply requests and purchase reports. Assisted with the collection of bad debts.

Researched requests, checked availability, and, if necessary, recommended alternative products.

Effective communication skills and worked well with others at all levels. Administrative Services Co-op, Gardena, CA 1993 to 2009 Human Resources Manager 2004-2009

Designed, developed and implemented quality assurance program. Employee management and retention.

Closely coordinated with all departments to ensure smooth operation. Assisted with reference checks and processed resumes.

Discussed personnel needs with supervisors to prepare and implement recruitment program.

Developed plans for use in screening, evaluating, and interviewing potential job candidates. Managed personnel policies, benefits, and reviews.

Performed all new employee orientations and administered the company benefit plans. Assistant Dispatch Manager/Operations Manager Access 2001 to 2004

Managed over 200 customer service agents.

Responsible for quality assurance of over 1500 cab drivers. Trained both new and existing personnel in company customer service protocol.

Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems. Possess effective communications skills, and work well with others at all levels.

Facilitated the Access call center for the physically challenged. Managed the programs complaints department. Training Manager/Quality Assurance Manager 1993 to 2001

Conducted on-the-job training, classes, and training sessions to teach and demonstrate principles, techniques, procedures, and methods of designated subjects.

Facilitated all training programs and department meetings. Trained office staff and provided tools they required to reach expectations and achieve objectives.

Earned respect with a proven ability to obtain high performance levels from employees while maintaining a pleasant working atmosphere.

Provided leadership and supervision for program development. Ability to recruit, motivate, and develop long term employees.

Computer Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); Windows NT 4.0; Macromedia Flash; HTML; QuickBooks; Netscape Navigator, MIS, Adobe Photoshop; Adobe Illustrator; Quicken; Word Perfect. Licenses and Certifications

Access Services Management Certificate, 2003

Human Resources Certificate, 2004

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