Customer Service Manager

E u n a h O . W a t l e r

Atlanta / Stockbridge Area 918-***-**** ***********@*****.*** www.linkedin.com/in/eunahwatler Call Center Manager / Call Center Supervisor / Team Leader Dynamic, results-driven call center leader. Proven track record of building, managing, and coaching high-performing teams to deliver exceptional customer service. Skilled at fostering a collaborative culture that emphasizes teamwork and operational excellence. Expertise in developing and implementing programs that enhance efficiency, elevate customer experiences, and drive measurable success. Extensive background spanning telecom, digital TV, security, collections, supply chain, logistics, and travel. Early career roles as a Reservations Supervisor with Certified Vacations (now Delta Vacations) and Carlson Wagonlit Travel provided a strong foundation in customer service and team management. Core competencies include:

Call Center Leadership. As Manager of Advanced Customer Service at Max Touch Services, led a team of up to 25 Collections Agents, including 15 team members in Belize. Partnered with the VP of Advanced Customer Service to align team and departmental goals with company objectives. Collaborated with leadership to introduce impactful KPIs, achieving multiple months of $2M in net collections and historically low bad debt expenses.

Team Building and Coaching. At Cox Communications, spearheaded the transition of the Tulsa office into a dispatch facility by relocating to Wichita and building a new team of 150 Account Service Representatives. Played a key role in recruiting, hiring, and training team members. Led teams of up to 30 representatives, coaching and developing them to implement strategies focused on serving customers, resolving issues, and driving sales.

Escalated Case Resolution. At Rinnai America, remotely managed a team of up to 25 Customer Service Reps. Resolved escalated cases with expertise. Managed high-stakes issues including BBB, social media, and legal complaints, while ensuring positive customer experiences. Collaborated across departments to gather data, apply product knowledge, and build strong customer relationships. Professional Experience

October 2020 – December 2024 Rinnai America Peachtree City, Georgia Headquartered in Nagoya, Japan, Rinnai is the world’s largest manufacturer ($3.2B) of tankless water heaters, boilers, and furnaces. The Peachtree City location is their North American headquarters. Customer Service Supervisor / Team Lead » Remote

Remotely led a team of up to 25 CSRs with proactive and positive communication, driving initiatives and achieving results. Maintained payroll, PTO schedules, training programs, and HR compliance.

As one of three Team Leads, interviewed, hired, and trained team members; participated in 250 interviews and helped hire 25 people for CSR and other roles.

Ensured call center employees were current on product knowledge, properly trained on operating systems, and adhered to established processes.

Monitored and coached individual team members on performance, including schedule adherence, call quality, documentation, and job skills, partnering with leadership and HR on performance management as needed.

Identified and managed escalated customer inquiries and complaints, resolving issues accurately or directing them to appropriate departments and staff members.

Ensured Technical Support consistently delivered high-quality service aligned with key performance indicators.

Supported CSRs in addressing both technical and non-technical inquiries regarding Rinnai / OEM products.

Identified and resolved customer relations issues, ensuring timely documentation and efficient resolution.

Educated customers about our products and services, directing them to available self-help resources.

Identified, recommended, and implemented improvements to departmental processes and procedures.

Created schedules using Five9 Workforce Optimization (WFO), managed timecards, and conducted monthly quality assurance scoring. Trained and launched Salesforce integration with CSI CRM.

Managed high-stakes issues including BBB, social media, and legal complaints.

Earned a certificate for “Leading the Rinnai Way,” a yearlong leadership course.

Earned a 100% Manager Effectiveness score in the first year as Team Lead. Eunah O. Watler Page 2

February – May 2020 Kuehne + Nagel Ellenwood, Georgia Kuehne + Nagel is a global logistics leader specializing in sea, air, and road freight; contract logistics; and supply chain management, delivering innovative and sustainable solutions for businesses worldwide. Front Desk Supervisor

Led a team of up to five Front Desk Service Agents in the early days of the pandemic.

Managed communication between departments, the warehouse, and customers to ensure accurate, consistent, and timely service. Collaborated with vendors to resolve issues and complaints.

Compiled, sorted, and verified data prior to order entry, resolving potential problems or discrepancies.

Investigated overdue, short, or damaged (OSD) shipments for customers and common carriers.

Assisted customers with inquiries related to order shipments, discrepancies, billing, and other concerns.

Analyzed complaints regarding billing or services, referred service failure complaints to appropriate departments for investigation, and provided timely updates to customers. September 2017 – February 2020 Max Touch Services Kennesaw, Georgia Max Touch provides expert facility management solutions, including janitorial, maintenance, and operational support, ensuring exceptional service quality and tailored solutions to meet the unique needs of businesses and organizations. Manager of Advanced Customer Service

Led a team of up to 25 Collections Agents, including about 15 people in Belize; traveled there once a quarter.

Collaborated with the VP of Advanced Customer Service to strategically align team and departmental goals with the company’s overarching objectives, ensuring a unified approach to achieving organizational success.

Along with the Director of ACS, introduced meaningful Key Performance Indicators (KPI), including an Accounts Receivable profile stratification to manage performance based on delinquent segments. The solution resulted in multiple months of $2M net collected, and historically low bad debt expense.

Oversaw Recovery Operations. Accessed critical and sensitive corporate systems and customer data.

Established and implemented procedures, scheduled recovery tasks, and assisted in training ACS personnel.

Provided coaching and feedback to improve staff productivity.

Reviewed quality assurance audits with team members to ensure compliance and performance standards.

Ensured the department and location achieved monthly monetary and KPI goals.

Reviewed, assessed, and recommended settlements submitted by ACS agents and approved finalized settlements.

Addressed and resolved escalated customer complaints effectively.

Coordinated with the IT Help Desk to resolve system-related issues affecting staff.

Partnered with HR on recruiting efforts, conducted interviews, and recommended the most qualified candidates. Recovery Operations Manager

Managed partner relationships with three external collection agencies.

Interviewed, onboarded, set goals, and managed vendor performance. Audited and evaluated vendor performance, reviewed quarterly performance, and provided recommendations to the Senior Director/VP regarding market share adjustments or vendor termination.

Oversaw all Recovery Operations for external collection agencies, ensuring alignment with company goals and objectives for the liquidation of aged accounts. Assigned monthly goals to agencies based on placement volume and ensured account flow adhered to SOPs for timing and recall.

Conducted remote audits and bi-annual onsite audits, delivering detailed reports to the Senior Director/VP.

Held weekly performance reviews with each agency's operations team to analyze goals versus actual results.

Coordinated agency assessments and facilitated onboarding in collaboration with the Senior Director/VP.

Compiled and presented weekly and monthly performance updates for each agency. Eunah O. Watler Page 3

September 2001 – July 2017 Cox Communications Tulsa, Oklahoma and Wichita, Kansas Cox Communications is a leading broadband and entertainment company providing high-speed internet, digital TV, home automation, and phone services. They are dedicated to innovation and customer satisfaction nationwide. Account Service Manager

Led teams of up to 30 Account Service Representatives. Delivered excellent customer service. Managed, coached, and developed and implemented strategies and procedures focused on serving, solving, and cross-selling.

Spearheaded the transition of the Tulsa office into a dispatch facility by relocating to Wichita and building a new team of 150 Account Service Representatives. Played a key role in recruiting, hiring, and training team members.

Delivered on-the-job training to ensure adherence to performance standards and achieve KPIs.

Reviewed performance data, such as scorecards, ACE (accountability, collaboration, excellence) behaviors, WIG

(wildly important goals) sessions, and monitored calls, to diagnose and address performance gaps.

Held regular achievement discussions with reps to identify areas for improvement and agree on action plans.

Created and executed individualized development and coaching plans to establish behaviors that improved KPIs.

Designed and implemented coaching, performance improvement, recognition plans, and performance evaluations to optimize individual and team outcomes.

Education and Professional Development

Associate of Science (AS), Computer Science Prospect Hall College Hollywood, Florida Leading the Rinnai Way

This 12-month leadership development course included 10-20 hours of instruction per month, one or two four-hour meetings per month with leaders, and a 1:1 workshop with the manager. The 39 topics in 11 groups included:

Accountability

Establishing a Positive Work Culture

Goal Setting

Leadership Development

Leadership Foundations

Leadership Transitions

Leadership, Abstract

Leadership, Women in

Leading Change

Leading with Emotional Intelligence

Leading with Vision

Additional Training

Call Center University

Emerging Leader

Evolving Front-line Leaders

Leading for Results

Office Ergonomics

Targeted Selection Behavioral Interviewing

The Call Center Supervisor Curriculum School

The OZ principle

Awards and Achievements

Cox Connect Advisory Council Corps Award

Cox for the Cure

Church Prison Ministry

Junior Achievement’s Women of Cox Diversity Council

Women of Rinnai Advisory Council

Applications and Systems

ADP

Calabrio / Teleopti

CSI

Domo

Five9 Workforce Optimization (WFO)

Fresh Desk

Livevox

Microsoft Office: Word, Excel, PowerPoint, Excel, Outlook, Teams

Sabre

Salesforce

Transoft

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