Customer Service Manager

Lithonia, GA ***** 470-***-**** ***.*********@*****.***

AMERICA ANDREWS

Experienced customer service manager with a decade of success in managing high-security call centers and appointment settings. Demonstrated ability to consistently achieve top customer satisfaction and sales rankings, resulting in improved bottom lines and successful turnarounds of underperforming operations. Skilled in leading sales-driven teams, fostering a strong commitment to exceptional customer service, and ensuring strict adherence to safety and quality policies.

PROFESSIONAL

SUMMARY

CERTIFICATIONS

AND LICENSES

● Driver's License

● Department of Transportation Medical Card

SKILLS Escalation Management

Case Management

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Sales Team Performance

Optimization

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Product Knowledge

Scheduling

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Seasoned Subject Matter

Expert Proficient

Professional

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● Calyx Word Processing

Training Cost-Reduction

Strategies

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Appointment Setting

Microsoft Office

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● Work Ethic CRM Software

Conflict Resolution

Inbound Customer Care

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Client Relations Data

Collection

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● Documentation Reporting

Management

Telemarketing

Management

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Problem Resolution

Empathy

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Margin Improvement

Teambuilding

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Inbound Call Management

De-Escalation Techniques

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Customer Service

Management Complaint

Handling

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● Team Development

● Microsoft Excel

Computer Proficiency

Active Listening

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● Customer Engagement

Client Satisfaction

Improvement

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Information Verification

Account Management

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Certified Equipment

Technician

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Microsoft outlook, word,

and Excel

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● Training and mentoring

● Quality assurance

● Call center management

● Staff training

Staff education and

training

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ELECTION EQUIPMENT TECHNICIAN 08/2024 to Current

Abacus Staffing Agency, Atlanta, GA

WORK HISTORY

Enhanced production efficiency with thorough troubleshooting and repair of malfunctioning equipment.

●

● Troubleshot equipment failures and remedied problems to restore functionality.

● Leveraged strong problem-solving skills to quickly diagnose complex equipment issues and ONBOARDING SPECIALIST (HYBRID) 07/2021 to 04/2024

Iron Mountain Information Management, Norcross, GA CUSTOMER SERVICE AGENT (HYBRID) 02/2015 to 03/2020 CPO OUTLET CUSTOMER CARE CENTER, Suwanee, GA

implement effective solutions.

Proactively identified areas requiring attention based on historical data analysis which led to reduced instances of unplanned downtime.

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Maintained documentation of equipment maintenance tasks, new installations and repair procedures.

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Facilitated training sessions for new technicians, fostering a collaborative learning environment and enhancing team capabilities.

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Reduced equipment downtime by implementing preventive maintenance schedules and procedures.

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Managed multiple concurrent precincts involving the installation or modification of various types of polling equipment as needed.

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Ensured safety and Federal compliance, adhering to industry standards and guidelines during equipment operations.

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Participated in regular safety audits to ensure a safe and hazard-free work environment for all technicians and election employees.

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Maximized operational reliability through close collaboration with election staff on process improvements that directly impacted overall equipment goals.

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Coordinate with new and existing customers, information checks, and documentation requirements to expedite new service timelines and reduce potential delays in bringing customers onboard

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Meticulously compiled customer files, gathering essential digital and physical information to meet regulatory and operational standards

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Worked closely with new customers, answering questions and addressing various concerns during onboarding process

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Created smooth onboarding processes to help new customers adjust to company policies, procedures and processes

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Helped new customers complete and submit required paperwork, set up Connect accounts, and initiate direct deposits accounts.

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Assist customers with software and hardware issues; Securing Medical Records via CRM platforms, and ticketing systems.

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Assisted customers with inquiries and concerns, ensuring timely resolution and maintaining high satisfaction rates at CPO OUTLET CUSTOMER CARE CENTER

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Implemented efficient problem-solving strategies, reducing average call handling time and improving overall customer service metrics

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Worked closely with cross-functional teams to address complex issues, fostering a cohesive work environment and enhancing departmental synergy

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● Verified accuracy of customer account information and updated when necessary.

● Responded to customer inquiries via phone, email and web-based platforms. Identified customer issues with products or services, investigated causes and initiated resolutions.

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● Assessed and offered solutions to improve procedures and customer experiences.

● Requested escalation for unresolved issues.

Facilitated smooth product returns or exchanges by guiding customers through necessary steps toward resolution.

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● Played an integral role in meeting or exceeding established performance metrics for the INSIDE SALES MANAGER 09/2003 to 09/2013

EMERGENCY 1 SECURITY (ADT Security), Decatur, GA

SOUTHEAST COORDINATOR (ELECTRONIC BILLING INTRO) 04/1998 to 08/2003 HEALTHLOGIC SYSTEMS, Norcross, GA

customer support team, driving overall success.

Achieved high customer retention rates by consistently delivering exceptional support and assistance.

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After Inside Sales Representative for one year of exceptional work, promoted to manager position to recruit, train and supervise 20+ telemarketing representatives and appointment setters

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Managed 20 sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.

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Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.

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Evaluated and optimized sales scripts to maintain relevance in response to market changes, resulting in a higher conversion rate.

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Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.

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● Monitored and amplified sales pipeline to maintain flow of potential leads and prospects. Collaborated with cross-functional teams to develop targeted marketing campaigns that drove lead generation and conversion rates.

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Secured new accounts by strategically pursuing leads, generating over $50k in revenue monthly.

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Streamlined the sales process by utilizing CRM tools for efficient tracking of leads, prospects, and closed deals.

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Surpassed sales goals by 75% annually with implementation of diverse sales tools and strategies.

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Provided transitional electronic medical billing support, ensuring timely and accurate claims processing for Regional Medical Billing Departments transitioning from standard to Electronic Billing.

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● Resolved billing discrepancies, reducing errors and improving payment turnaround times

● Utilized industry-specific software to streamline billing operations, enhancing efficiency Collaborated with healthcare providers to address billing issues, fostering strong professional relationships

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Analyzed electronic medical billing processes, identifying bottlenecks and implementing solutions to enhance claims processing efficiency

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Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.

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Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.

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● Organized spaces, materials and online support for client-focused weekly meetings. Advance Career Training, Atlanta, GA

Administrative Assistance, Business Administration And Management, 05/1999 EDUCATION

● Ranked in Top 10% of class

● Relevant Coursework: Medical & Administrative Certification

● 3.5 GPA

LACARM SCHOOL OF COSMETOLOGY, Stone Mtn, GA

Master Cosmetologist, Cosmetology, 10/1997

● Awarded Most Artistic

● 3.7 GPA

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