Customer Service Team Manager

CYNTHIA S. ENGLEHART

*** ****** *** ** ***********, NM 87105

Phone: 505-***-**** Email: ***************@*****.*** PROFESSIONAL SUMMARY

Dynamic and results-driven professional with extensive experience in team leadership, client account management, and operational eƯiciency. Adept at managing billing operations, optimizing workflows, and fostering employee development. Strong background in organizational management, team coaching, and balancing complex tasks to achieve company goals. Proficient in Microsoft OƯice, database processing, and financial operations, with a proven ability to deliver high-quality customer service and maintain positive client relationships. EDUCATION

Associate's Degree in Business Management

National American University (N.A.U.)

Field of Study: Business Management, Accounting

PROFESSIONAL EXPERIENCE

Team Manager

Fouderver/Sitel Corp. September 2021 – July 2024

Lead and mentor a team of MSRs, fostering professional development through regular coaching and feedback.

Ensure accurate time entries and manage team performance metrics (weekly, daily, and monthly).

Monitor team calls and provide constructive feedback to drive improvements in communication and customer service.

Identify training needs and implement strategies to enhance employee skills, engagement, and growth.

Manage lost hours and ensure consistent operational eƯiciency across team activities. Team Manager

Alorica July 2018 - September 2021

Provided day-to-day leadership and mentorship to MSRs, enhancing team performance through individualized coaching.

Managed scheduling, time entry accuracy, and tracking of team statistics to meet KPIs and operational goals.

Conducted regular performance reviews and identified development opportunities for team members.

Played a key role in fostering a positive work environment, promoting employee growth, and ensuring retention.

Owner/OƯice Manager

Grand Slam Specialties July 2019 - Present

Oversee business operations, including managing bids, client relations, and day-to-day oƯice functions.

Handle HR matters, including employee relations, complaints, and conflict resolution.

Lead the billing and payroll processes, ensuring accuracy and compliance with financial standards.

Coordinate employee schedules and manage inventory for projects, including ordering doors and hardware.

Maintain financial records, bookkeeping, and reporting to support smooth business operations.

Team Leader

Convergys December 2017 - May 2018

Managed inbound customer calls to ensure satisfaction and resolve escalated issues.

Acted as the point of contact between the team and management, fostering clear communication.

Provided technical support for phone and Mac systems, troubleshooting and resolving issues for clients and agents.

Encouraged positive customer feedback through proactive coaching and guidance. Teller

Bank of America September 2014 - June 2016

Delivered exceptional service while processing transactions and balancing cash drawers.

Upsold products and services to clients, achieving referral and sales goals.

Handled night drops and ensured accurate deposits and financial reporting.

Maintained a high level of confidentiality and professionalism in all customer interactions. Senior Representative

Verizon Wireless January 2011 - October 2013

Provided customer support for billing and technical inquiries, ensuring high levels of customer satisfaction.

Assisted with account upgrades and troubleshooting, oƯering tailored solutions to meet client needs.

Maintained accurate records of customer interactions and feedback to continuously improve service quality.

Team Leader/Trainer

Convergys December 2006 - April 2010

Managed a team of 15-31 agents, overseeing scheduling, performance, and training initiatives.

Ran and analyzed reports to track team statistics and identify areas for improvement.

Conducted training sessions on customer service excellence and problem-solving skills.

Ensured payroll was processed accurately and on time for all team members. Team Manager/SME

America Online, Inc. October 2001 - December 2006

Led a team focused on customer satisfaction, handling inbound calls and resolving escalated issues.

Worked closely with management teams to streamline processes and improve overall performance.

Successfully launched and managed a new retention department, driving customer loyalty and satisfaction.

SKILLS

Team Leadership & Development

Billing Operations & Client Account Management

Scheduling & Time Management

Employee Retention & Coaching

Organizational Management & Back OƯice Operations

Microsoft OƯice Suite (Excel, Word, PowerPoint, Outlook)

Financial Operations (Payroll, Billing, Deposits)

Strong Communication & Interpersonal Skills

Customer Service Excellence & Technical Support

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