Member Team Customer Service

Melissa N Langley

404-***-**** (H) - ************@***.***

Summary

Resourceful and adaptable Manager with over 15 years of experience in scheduling, staff training, protocol development and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management and conflict resolution. Customer- focused leader seeking to leverage background into assistant or operations manager role.

Skills

Account Management

Resolve customer complaints

Customer service

Order entry

Quality control

Maintain proper documentation

Scheduling

Technical support

Process improvements

Systems and automation applications

Strong communication skills

Invoice processing

Excellent multi-tasker

Cheerful and energetic

Effective team player

Time management

Experience

Chime Solutions March 2020 to Present

Service Delivery Manager

Morrow, GA

Responsible for the leadership and daily management of a team of 18-20 call center representatives to include the consistent achievement of all key performance indicators (KPIs) and the motivation and development of assigned staff.

Meet or exceed monthly performance objectives for the assigned program.

Communicate daily, week to date and month to date stats to direct reports daily.

Review individual, team, and program performance daily to identify trends and develop action plans to improve on performance deficiencies.

Pro-actively communicate regularly with upper management regarding performance and areas that are out of compliance with contractual agreements.

Accurately monitor and report performance metrics and customer satisfaction to the company and employees by using all necessary external client systems.

Review any escalations and provide any corrective feedback within allotted time by client. Include Client Service Manager and AD on all escalation communications.

Complete weekly QA (call monitors, work avoidance, short calls, excessive transfers) requirements as defined by client.

New Answernet February 2004 to March 2020

Contact Center Manager

Morrow, GA

Ability to provide side by side training for new and existing CSRs.

Monitors call queues to ensure service level are being met

Handles escalated and unresolved calls; resolved escalated calls; take appropriate actions to calm upset customers and resolve customer complaints and maintain proper documentation of the escalation.

Primary contact for CSR and clients

Writes and creates weekly reports of site production.

Utilize computer skills to enter customers' information into the computer system to accommodate customers with the proper services, order entry, tracking orders, customer service, give technical support and troubleshooting and analytical reports.

Scheduling and coordination for employees and different clients

Assist in quality control between agents and clients.

Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.

Established, enforced and updated policies to keep business agile and responsive to changing market conditions.

Facilitated on-site staff training and developed processes and procedures to increase accuracy.

Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.

Managed day-to-day operations, including supervision and assignment delegation for 30-member team.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Oversaw personnel recruitment, performance and scheduling.

Automated office operations, managed client correspondence and tracked records.

Education and Training

MBA: Human Resources- Business

Strayer University-Atlanta, Georgia

BA: Business-Human Resources

Strayer University Atlanta, Georgia

Activities and Honors

Member, Alumni Association Strayer University

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