Customer Service Manager

PROFESSIONAL

SUMMARY

SKILLS

WORK HISTORY

EDUCATION

GERALYN

LYNEST

**** *. ***** **., ***** Hills, Il 60465 708-***-**** *********@*****.*** High Performing Customer Service Manager with 17 plus years dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in addressing and resolving problems. Prepared employee scheduling

Coach direct reports to achieve Quality

objectives.

Achieved Productivity targets by effectively

analyzing and understanding reporting to

coach reps to Prepared representative

monthly reports, mid-yr and annual

appraisals

SEPTEMBER 1993-MARCH 2011

Customer Service Manager Verizon Wireless

Worked as Customer Service Manager in the following Deptartments for Telecommunications Industry.

Credit Dept

Billing

Technical Assistance

Employee Accounts

Customer Retention

Internet Response Team Social Media

Worked directly with my Team of Customer Service reps to achieve Customer First Call Resolution.

Coached reps based on Core Values

Helped reps to improve based on Quality Calibrations. Interviewed new hires. Recommended hiring to HR.

Facilitate training and communicate daily changes. Responsible for employee attrition.

1975

High School Diploma

Maine Twp HS South, Park Ridge, IL

NO DEGREE

High School Diploma

Wilbur Wright College, Chicago, IL

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