Customer Service Manager
Resume:
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Zina Y. Taylor
*********@*****.***
OBJECTIVE
To obtain a challenging management position in the field of Customer Service.
SKILLS AND ABILITIES
Excellent leadership skills, great at building client relationships, multitasking, proficient with a personal
computer, self-motivated, organization skills, analytical and problem solving skills and a fast learner
EMPLOYMENT HISTORY
Commercial CSR, 04/2012
DTE Energy, Detroit, MI
Responsible for all incoming calls in the commercial department assisting customers with planning &
design, bill payments, turn on/disconnecting service and setting up new accounts
Team Leader, 03/2005 - 08/2010
Teletech Corporation, Highland Park, MI
Monitor service levels to ensure client goals are met, Work with internal and external clients on program
launches, Identify and report all concerns regarding programs, Resolving customer issues, Scheduling
staff, Process month end client billing, Processing credits for vendors, dealerships and retail customers,
Meeting weekly with business partners to discuss programs and resolve any open issues, Distributing
daily reporting information to sales staff, Coaching and counseling staff accordingly, Complete monthly
QA reports and review with agents in one on one meetings, Yearly performance reviews
Assistant Manager, 04/1999 - 03/2005
Helm Inc, Highland Park, MI
Monitor service levels to ensure client goals are met, Working with internal and external clients on
program launches, Identify and report all concerns regarding programs, Resolving customer issues,
Scheduling staff, Coaching and counseling staff accordingly, Meet with department manager daily to
address any issues, Yearly performance reviews of staff
Honda Cycle Call Center Customer Service, 09/1997 - 08/1999
Helm Inc, Highland Park, MI
Responsible for all incoming calls in the publications customer assistance department Place orders
from the general public, dealers, and fleets Up-sell whenever possible Track call data by entering the
appropriate call work code Maintain an average of 88% availability to customers Answer inquires on
shipping status, item availability, pricing, and content
Call Center Customer Service Rep, 03/1997 - 09/1997
Helm Inc, Highland Park, MI
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Responsible for all incoming calls in the publications customer assistance department Place orders from
the general public, dealers, and fleets Answer inquires on shipping status, item availability, pricing
EDUCATION
High School Diploma - College Preparatory
Mackenzie High School, MI
- - Criminal Justice, Law Enforcement
Wayne County Community College, MI
- - Computer Programming
Lawton School of Business, MI
HONORS AND ACTIVITIES
Volunteer at the Detroit Ronald McDonald House preparing meals for the families
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