Remote Customer Service Manager with Call Center Expertise

Rick C. Spaeth

***** * ******** ** *** E***, Boise ID 83713

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

986-***-****

SUMMARY:

Seasoned Customer Service Manager who has coached as many as 30 call centers representatives on a team. Qualified Customer Service Manager with a record of successful job performance, problem solving and experience developing and implementing innovative solutions.

HIGHLIGHTS:

Call center management experienced

Proficiency in conflict resolution

Customer service management expertise

Strong problem solving skills

Training team

Proficient with Microsoft Office Suite

Proficient in customer account software

Proficient Customer Relationship Management software

EXPERIENCE:

ClickFunnels.com Eagle,ID Billing/CSR Agent Date: 09/20 to 09/22

** 100% Work from Home through Emails.

** Primary job was to respond to billing questions form subscribers.

** Secondary job was to respond to customer service issues.

** Being very professional with subscribers was most important.

Republic Services Meridian, ID Customer Service Rep Date: 04/12 to 08/20

** Call Center, Perform the Quality control process on all paper work to ensure proper format and accuracy.

** Answering incoming calls form residential and commercial customers.

** Set up permanent and temporary construction accounts for waste and recycling solutions.

** Utilize up to seven different computer programs to resolve all issues.

** Reach all my goal and obligations on an ongoing basis.

RAS Enterprises Meridian, ID Retail Consultants Date:03/11 to 04/12

** Perform Mystery shops up to client’s standards and expectations.

** Utilize MS Word, Excel, OUTLOOK and other programs as needed to report results to clients.

** Manage my time to compete all shops in prompt and timely fashion.

** Conducted myself in honest and professional manner at all times

WDS Global Boise, ID Senior Call Center Supervisors Date: 02/08 to 03/11

** Call Center – Management - Coached and developed a team of 15 to 30 Customer Service Rep’s

** Monitored each team member 6 to 8 times per month for QA then provide feedback as needed.

** Managed payroll hours for accuracy on weekly basis.

** Facilitated monthly team meetings and ongoing training for my team and others as needed.

Wells Fargo N.A. Boise, ID Phone Banker Date: 01/07 to 02/08

** Call Center - Took inbound calls form customers with general questions on there accounts.

** Completed training with perfect attendance record and won a special award.

** Reached all operational goals such as AHT, # call’s taken… ever month.

** Achieved all sales goals ten of my 12 months.

EDUCATION:

Salt Lake Community College -- Computer Information (AAS)

Utah State University – Computer Science, 3d and half of 4th year.

SPECIAL TRAINING:

US Army – 1982 to 1985 -- Honorable discharge

SKILLS:

Customer Service Rep coaching, Problem Solving, Sales, Training, Payroll, QA, Accounts, Answering Incoming Calls, Creating Solutions for Clients and CSR, MS Office Suite, AS 400

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