Experienced Region Manager w/ Call Center Experience

Profile

Bachelor of Business Administration with substantial experience as a Call Center Region Manager looking to contribute to a successful team in a managerial position. Established customer service standards, implemented a successful QA program, and provided the highest level of corporate services, which resulted in a 20% gain in department objectives. Ambitious team player motivated by exceeding targets, implementing new ideas and increasing efficiency.

Experience

Region Manager, American Honda Motor Company Torrance, California Nov 2006-Nov 2008

• Managed 7-14 direct reports (call center agents)

• Built successful relationship with over 50 field staff

• Responsible for recruiting, interviewing and hiring both contract staff and full time employees

• Tracked team progress on a weekly, monthly, quarterly and yearly basis

• Developed and presented action plans, CAPDos, and PDCAs to both field staff and department management

• Developed and implemented a successful QA program, reporting process and staff development policy which resulted in a 5% decrease in employee turnover and an overall team customer satisfaction survey increase of nearly 10% and individual scores of up to 20%

• Completed biannual performance evaluations, determining yearly merit increases and company bonuses

Mediation Specialist Torrance, California Apr 2006-Nov 2006

• Worked with third parties such as the BBB and Arbitration Advocates to negotiate trades, replacements, and repurchases with the consumer and the dealer

• Represented Honda in BBB arbitration cases, exceeding the win rate objective by 40%

• Prepared for arbitration hearings which consisted of extensive research, data compilation, and organizing over 200 pages of documents per hearing

• Knowledgeable of all state Lemon Laws

Regional Case Manager Torrance, California Mar 2001-Apr 2006

• Increased dealer and district TSI and customer survey scores through quick, thorough research of customer concerns

• Provided same day results and decisions that benefited both the customer and the company

• Exceeded department customer satisfaction objectives by 5%

Education

Culver-Stockton College Canton, Missouri — B.S. Business Administration, 2000

Minor in Political Science

Certifications

QA Certified through the Call Center School - Lebanon, Tennessee

Technology Proficiencies

• Microsoft Office and Macintosh iWorks

• Centre-Vu (Call Monitoring Software)

• CRMS (Call Center Software)

• Tempworks (Time Card Software)

Hobbies

I enjoy hiking, training for my first marathon, keeping up with current events and the latest electronics.

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