Customer Service Manager
Resume:
Cedrick C. Shipman
*** ******* ****** *******, ** 30310
Customer Service Manager with extensive communication and customer service experience
Summary of Qualifications
● More than 8 years of management experience. More than 13 years in Call Center environment.
● Familiar with all aspects of customer service.
● Adept at planning, forecasting, training, and comprehensive skills.
● Proven ability to lead effectively, hard working, and able to multi-task.
● Outstanding training, leadership and comprehensive skills.
Professional Experience
The Center for Children and Young Adults 2011-Present
Residential Service Counselor
• Develop and maintain relationships with Board members, Center Directors, committees, volunteers, and others.
• Maintain effective means of auditing, monitoring, evaluating, and otherwise reviewing children’s advocacy centers in accordance with best practices.
• Actively work towards achieving membership and program goals as outlined in CCYA’s strategic plan and play an integral role in supporting CCYA member centers.
• Evaluate and revise policies and protocols as needed.
• Prepare high-quality materials, proposals, and reports required to support ongoing program activities.
• Plan, establish, analyze and report on progress on clients, benchmarking when appropriate.
• Work with Chief Executive Officer on other projects as assigned.
Gwinnett County Government (DFACS) 2010-2011
CAPS Case Manager
● Responsible for evaluating TANF recipients.
● Responsible for evaluating MAXSTAR computer system to ensure accuracy and timely submission
● Develop contacts with key individuals within DFCS system to address educational concerns regarding youth in the care, custody and oversight of DFCS
● Creates and maintains a high performance environment characterized by positive leadership and a strong team orientation
● Manages assigned work by coordinating training, planning workload, and facilitating good client relations.
● Monitors and organizes work to ensure quality and adherence to CAPS program and DHS agency rules, regulations, policies, and goals.
● Ensures documentation, authorizations, reports, and records are completed and submitted according to schedule. Maintains own system for managing paperwork.
● Interpret and apply relevant rules and regulations in all actions
● Refer clients to other agency, public, and community resources if needed
City of Atlanta, Atlanta, GA 2003-2008
Customer Service Manager, Sr.
● First Customer Service Manager Sr. for the Department of Public Works. (i.e. Solid Waste Services, Office of Transportation and Quality of Life)
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