Customer Service Call Center

Deborah Miller

Project Manager Profile

*******.**********@*******.*** • 661-***-****

Frazier Park, CA

Summary

Solution-oriented team leader with over 30 years of managerial experience training and motivating employees, allocating resources, and directing activities. Engaging and collaborative communicator, able to resolve administrative, personnel, and operations problems, and handling employee and client issues. Experience in partner relations to acquire resources, achieve daily, weekly and monthly team goals and support customers. Ample skills in prioritizing and organizing an office, leading, directing, and developing a team. Holds an active secret security clearance.

Career Experience

CGI Federal, Los Angeles, CA July 2008 – Present

Passport Support Manager

Directly reports to the Director of the Los Angeles Passport Agency (PPT/LA) and is responsible for the execution of the Director’s intent with regards to the processing section of the agency. Evaluates the overall balance and backlog of work, provides recommendations to the Government management staff for achieving weekly processing goals and determines the level of support that all departments will need to meet those goals.

Oversees all aspects of contractor operations including processing of passport applications, customer service, written correspondence, administrative support, and training of staff. Managed administrative, personnel and operating processes in order to meet production expectations for timely issuance of passports. Document and manage performance, attendance and address any conduct issues in a timely manner.

First Advantage SafeRent/UD Registry Nov 1983 – Apr 2008

Operations Supervisor

Provided excellent customer service, responding to member inquiries, addressing member concerns providing solutions and educating callers on credit report basics. Supervised operations of the customer service department, including call center and fax requests. Managed workflow and reassigned staff to cover workload priorities ensuring work was completed accurately and on time. Evaluated employee performance, provided coaching to staff.

Handled a variety of administrative duties including, resolving customer complaints and concerns, answering phone inquiries, distributing mail, filing, processing reports, correspondence within organization and training new employees. In charge of reviewing timecards for payroll and annual employee performance reviews.

Skills and Abilities

Performance Management • Project Management • Excellent Written and Verbal Communication • Interpersonal Skills • Strong Organizational Ability • Recruitment and Selection • Staff Training and Onboarding • Records Management and Disposition • Confidentiality • Teamwork • Ability to Work Under Pressure • Decision Making Skills • Microsoft Office Suite

Training

Received ample management and customer service training provided by the Department of State and CGI Federal. Learned to protect customer and employee information, proper document management, and data security practices. Developed correspondence and management skills across fields and among customers. Improved awareness of threats, fraudulent documents, and imposters. Refined computer skills in Microsoft programs, required systems and record management.

Education

Administrative College Courses

Ongoing online course work, 2019 to present

Lowell High School, San Francisco, CA

High School Diploma, 1977

Awards & Accomplishments

●Emi Award, Assistant Director of Los Angeles Passport Agency - December 2020

●Los Angeles County group award for passport services - December 2020

●Certificate of Appreciation in Recognition of Valuable Contributions to the U.S. Department of State – 2010, 2011, 2012, 2013, 2014, 2015, 2016

●Extra Mile Award in Recognition of Valuable Contributions to the U.S. Department of State - 2016

●FEB Public Service Team Accomplishment Award / Certificate from the Greater Los Angeles Federal Executive Board – 2016

●Processing Service Award in Recognition of Valuable Contributions to the U.S. Department of State - 2013

Contact this candidate