Customer Service Call Center

Denise Eckerle

Mt. Juliet, TN • *************@*******.*** • 615-***-**** • www.linkedin.com/in/02562944

Professional Summary

Dynamic and customer-focused leader with 20+ years of experience managing call centers, inside sales teams, and customer support operations. Proven ability to build high-performing teams, streamline processes, and consistently exceed service and sales goals. Recognized for developing customer loyalty programs, implementing process improvements, and fostering a collaborative team culture that drives results.

Core Skills

Customer Service & Leadership: Call Center Management, Team Development, Performance Coaching, Customer Satisfaction Strategies

Tools & Systems: Salesforce, SAP, Microsoft Office Suite, Avaya & Mitel Phone Systems, Service Bench, Mincron, EPMS, BI Reporting

Process Improvement: Certified in ACE Process Improvement, Workflow Design, Training Program Development, Data-Driven Decision Making

Interpersonal: Strong Communication, Cross-Functional Collaboration, Relationship Building, Problem Solving

Professional Experience

Customer Service Manager – Tri State Water, Power & Air (Sept 2023 – Nov 2023)

Managed a call center team of 8, setting daily performance metrics and coaching staff to exceed service goals.

Created and implemented new work processes and customer onboarding workflows.

Strengthened team culture by fostering collaboration and a customer-first mindset.

Delivered consistent improvements in customer satisfaction through proactive issue resolution.

Inside Sales Manager, Mid-West & Canada – Gree/Tradewinds (July 2021 – Aug 2023)

Led customer communication for key regions, handling inquiries on orders, shipping, returns, and billing.

Built and maintained long-term customer relationships while identifying upselling opportunities.

Implemented streamlined workflows, improving team efficiency and response times.

Consistently met and exceeded customer service satisfaction goals.

Customer Service Representative – State of Tennessee, Document Solutions (June 2020 – July 2021)

Processed estimates and requisitions for print documentation within required timelines.

Adapted quickly to new systems and processes, achieving performance targets while in training.

Provided accurate reporting of daily and weekly metrics to management.

Customer Service Manager – Carrier Corporation (Oct 1981 – Apr 2019)

Directed customer service and call center teams, overseeing hiring, training, and performance management.

Designed and delivered onboarding and training programs, accelerating new employee productivity.

Implemented a customer loyalty program that increased retention and engagement.

Served as Project Lead on multiple systems rollouts (SAP, Salesforce, Avaya).

Developed and presented weekly performance reports to senior management.

Consistently achieved corporate goals for customer satisfaction, call quality, and operational efficiency.

Earlier Career: Customer Service Supervisor • Customer Service Representative • Pricing Analyst • Claims Analyst • Call Center Associate

Education

Bachelor of Science in Business Administration – Trevecca Nazarene University, Nashville, TN

Associate of Arts in Business Management – Martin Methodist College, Pulaski, TN

University of Phoenix – Online coursework in Business

Certifications

B2B Copywriting Mastery – AWAI (2019)

Call Center Manager Certification (2005)

ACE Process Improvement Certification

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