Customer Service Manager

Rick S. Tyler Home Phone: 319-***-****

*** ******* ***** ***** **** Phone: 319-***-****

Iowa City, Iowa 52245 Email: cfbaye@r.postjobfree.com

Summary of Qualifications:

• Twenty-Five years dedicated to excellence in customer service and sales

• Twelve years experience in office management and call center management; including 8 years as Senior Manager of Customer Operations with Mediacom Communications Corporation focused on and achieving excellence in sales and customer service in a multi-site Virtual Call Center (VCC) environment

• Led call centers in Cedar Rapids, IA and Moline, IL from underperformance to success:

• Agent Productivity as measured by Agent Adherence to Schedule: improved from 79% in 2009 to 93% in 2011 and during the 1st quarter 2012

• Sales to Goal: jumped from 68% in 2009 to 114% in 2010 and 102% for the year 2011

• Order Entry Errors: slashed from over 14% in 2009 to 3.2% in 2011 and 2.55% for the 1st quarter 2012

• Service Levels (phone response time) dramatically dropped from 90% of calls answered within 2:45 in 2009 to 95% of calls answered within 0:40 seconds in 2010 and 2011.

• Achieving performance successes in the Cedar Rapids call center led to a transition from a center with 6 employees to a national sales and retention center with 32 employees.

• Received both the Mediacom Division and National 2002 Awards for Excellence in Supervision and Management

• Regularly exceeded performance goals in managing walk-in service and payment centers, call centers and dispatch centers

• Completed numerous continuing education and training classes in human resources, supervision and management (Please see Additional Education and Training specifics listed below)

Experience & Work History:

July 2004 – April 2012 Mediacom Communications Corporations

Locations: Cedar Rapids, Iowa City, Burlington, Dubuque, Waterloo, Mason City and Moline

Senior Manager of Customer Operations

• Responsible for up to 100 frontline call center agents, lead customer service agents and supervisors handling inbound calls while working in a Virtual Call Center, which included responsibilities for sales, service and customer retention throughout the company

• Successfully hired, trained, coached, mentored and monitored agents and supervisors

• Conducted semi-annual performance evaluations in addition to administering weekly and monthly performance scorecards

• Established incentive programs which challenged, changed and improved employee behaviors with a goal of exceeding call center goals and customer’s expectations

• Recognized by the City of Iowa City for successfully working with city officials to resolve customer escalated issues in a professional and timely manor

• Conducted regular and timely team building meetings with supervisors, frontline agents and interdepartmental staff, maintaining open dialogue and continually identifying areas of potential opportunity for company performance improvement

July 2002 – July 2004 Mediacom Communications Corporation Iowa City, Iowa

Customer Care Manager

• Maintained quality customer care in a call center and two walk-in payment centers; successfully transitioned employees to the new VCC consisting of 10 interacting call centers

• Led a division-wide standardization group that formalized billing and policy procedures for the North Central Division VCC

• Recognized with the Mediacom Division and National Awards for Excellence in 2002

• Continued with many of the responsibilities of the previous position as Office Manager, specifically with regard to hiring, training, mentoring, monitoring and evaluating employee performance; anticipated customer care needs, was the final arbiter with city franchise authorities for handling customer escalated issues

July 2000 - July 2002 AT&T Broadband Iowa City, Iowa

Office Manager

• Managed two payment centers and a call center with a staff of 20; interviewed, hired, trained, scheduled, coached and monitored agents and regularly evaluated staff for excellence in customer service and sales

• Responsible for accurately compiling weekly and monthly reports to identify office successes and areas where service and sales improvement were needed, identified all issues that interfered with successfully achieving company goals and recommended appropriate remedies

• Responsible for daily and monthly Close Folder - matching all monetary batches with bank deposits for accuracy

• Assured success at meeting National Cable Television Association and City franchise customer service standards and motivated staff to exceed customer expectations and company goals

Previous Professional Experiences Also Include:

Frontline Agent and Advanced Customer Service Associate for Heritage Cable, TCI and AT&T

• Created an internal training program for new hires

• Top Seller of Digital Cable and Premium Packages four years in a row

Sales Manager

• Bell Publications: The Shopper

Education:

1981 Bachelor of Arts in Journalism and Mass Communication

Iowa State University, Ames, IA

Publications:

• Published – What Makes an Outstanding Leader? Secrets from a ‘No. 1 Answer Person’, The Customer Communicator (nationally distributed), December 1999

Additional Education and Training:

Foundations of Leadership Coaching for Excellence

Basic Foundations of Management Leading Productive Meetings

Negotiations Training Working Within the Law

Writing Strong Performance Evaluations Communications Training

Making a Difference through Coaching Drugs/Alcohol in the Workplace Training

Coaching Performance Standards Team Building

Successful Interviewing / Hiring the Best Harassment in the Workplace Training

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