Customer Service Call Center

Susan W. Inman

****************@*****.***

(C) 904-***-****

CORE COMPETENCIES

-Coaching -Leadership -Customer Satisfaction

-Excellent Communication -Team Management -Performance Management

-Analytical Skills -Microsoft Suite -problem solving

SUMMARY

Customer Service expertise in all areas. I have 25 years plus of customer service experience from entry level to management. I would embrace an opportunity to gain experience about your company and apply my skills to achieve your customer service goals.

EXPERIENCE

Team Leader October 2024 -Present ROI – Connexus – Remote

Monitoring agents to ensure KPI's are met as well as call standards.

Providing immediate feedback regarding call quality.

Meeting with the agents weekly to set KPI and quality goals.

Meeting with management to get directives and team goals for the week.

Monitor team chats for questions from agents and team chat for any issues that need immediate action.

Assist trainer with new hires and uptrain agents when new products are added by the client.

Review timecards for any missing or inaccurate entries.

Follow progressive discipline steps when needed for performance and/or attendance issued.

Daily coaching with agents.

Manager of Customer Service June 2014- December 2023

National Safety Commission - Remote

Managed day-to-day operations of the call center and call center support staff.

Ensure daily measures were met and goals were set.

Hired, trained, counseled, uptrained and when necessary, terminated employees.

Identified trends and implemented techniques to capitalize or minimize depending on the trend.

Managed staffing, time off and coverage for phones and support staff.

Created training materials and kept training manual updated.

Processed payroll and tracked vacation time.

Customer Service Supervisor May 2005 – June 2014

National Safety Commission – Remote

Supervised up to 30 agents.

Monitored calls and provided feedback.

Met with each agent weekly to track and meet goals such as revenue, talk time, auxiliary time management and call control and customer satisfaction.

Customer Service Representative April 2004 – May 2005

National Safety Commission – Remote

Taking customer service and sales phone calls to assist customers with registration of traffic school courses. Resolved all issues within the company guidelines and to the customers satisfaction.

ADDITONAL EXPERIENCE

Claims Administration Corporation, Jacksonville. FL Customer Service Associate

Took subscriber phone calls regarding health insurance claims for the Mailhandlers Benefit Plan, explained how the claim was processed and the benefit that was applied, explained deductible and co-pays. Processed claims as needed applying the appropriate benefit and reprocessing claims that were not managed properly.

American Express, Jacksonville FL Training Specialist

Began as a Customer Service Representative, then a Senior Customer Service Representative, promoted to a Quality Analyst and ending my career as a Training Specialist.

EDUCATION

NB Forrest High School, Jacksonville FL

High School Diploma

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