Customer Service Operations Manager

HEATHER BADGER

Customer Service & Operations Management Professional

Phone: 985-***-**** Email: ************@*****.*** PROFESSIONAL SUMMARY

Operations manager with 17+ years in customer service leadership, delivering exceptional customer experiences and operational excellence. Skilled in conflict resolution, team development, and process improvement with consistent recognition for outstanding performance and sales achievement.

PROFESSIONAL EXPERIENCE

**GENERAL MANAGER** Pizza Restaurant Chain 2020-2024

* Directed all restaurant operations with focus on exceptional customer service

* Resolved all customer escalations with 95% satisfaction resolution rate

* Managed staff scheduling, training, and performance evaluations

* Oversaw inventory management, reducing food waste by 18%

* Maintained health/safety standards with active Food Handler Certification OFFICE MANAGER & DISPATCHER HR24 Auto 2012-2020

* Coordinated mobile mechanics services with 94% customer satisfaction rating

* Managed customer communications, scheduling, and service coordination

* Administered accounts payable/receivable, reducing outstanding balances by 23%

* Implemented systems that improved workflow efficiency by 30%

* Applied business office and records management certifications to optimize operations CALL CENTER MANAGER CTS Language Link 2007-2012

* Coordinated interpretation services for courts, emergency services, and businesses

* Matched specialized interpreters with client needs for optimal service delivery

* Reduced wait times by 22% through improved scheduling systems

* Developed quality control measures for interpretation accuracy DATA ENTRY AGENT Fenderwatch 2006-2007

* Processed high-volume customer information with 99.2% accuracy rate

* Maintained strict attention to detail while meeting aggressive deadlines CUSTOMER SERVICE & SALES REP BellSouth/AT&T 2003-2006

* Consistently exceeded monthly sales quotas for telecommunications products

* Received multiple Outstanding Service Awards for customer satisfaction

* Increased average sale value by 27% through effective bundling strategies EDUCATION & CERTIFICATIONS

* Business Office Management Certification

* Records Management Certification

* Data Analysis and Data Entry Certification

* Food Handler Certification

SKILLS

Customer Service Excellence • Conflict Resolution • Staff Development • Scheduling Inventory Management • Accounts Management • Performance Evaluation • Quality Control Call Center Operations • Service Coordination • Sales Techniques • CRM Software • Data Analysis

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