Customer Service Manager

Charlene H. Moore

OBJECTIVE

I am seeking an Event Demonstrator/Customer Service position to aid in assisting clients and increasing revenue.

AREAS OF STRENGTH--Excellent in Communication, Customer Service, Supervisor/Team Manager, Team Player, Coaching/Motivating, Problem Solving, Detail Oriented, Committee Chair, Organizing and Decision Making.

COMPUTER SKILLS--Microsoft--Word, Excel, PowerPoint, Salesnet, Witness, AS400, Lotus Notes and Calyx 5.2.

WORK EXPERIENCE

Marketing Consultant Manager, (part-time) 2010 to present

• Build relationships with private and commercial clients providing consulting services to gain new customers and increase the company’s revenue through marketing/promotion consultative sales.

• Completes client analysis and process paperwork for contractual agreements. Performs product presentations in front of clients and prepare product/service evaluation after each marketing/promotion event.

Manages event set-up, demonstrations, and the conclusion of each marketing events for consumer products and services, increasing sales and consumer awareness. Manages marketing reports using office automation software programs.

Team Lead, Ryla Teleservices, AT&T Campaign, 2007 - 2010

Managed/Supervised, developed and led a team of 20 Call Center Customer Service Account Associates/Agents. Handled customers’ escaladed complaints for incoming call and made necessary outgoing calls to customers.

• Coached and mentored associates and job performance increased by 30% within three months.

A motivator--created initiatives to increase motivation and excitement to improve team performance and provided coaching and feedback to each agent during one on one session.

Ensured agents were aware of the company’s policies and procedures. Managed the automated time keeping system, administered the leadership role as defined in the Code of Conduct that included the development of agents.

Trained agents on business products and customer service. Quality Assurance--scored agents’ calls provided feedback and coached agents and increased agents’ performance of Quality Assurance by 20%.

Outstanding leadership performance led a successful team of Customer Service Associates to high quality performance levels of achievements awarded for exceeding performance standard goals by 20%.

Sales Consultant, Inside Sales, Ryla Teleservices, Dun & Bradstreet Campaign

Requisitioned business profile reports for annual reviews, alerts, international reports, credit reports, report monitoring services and other products daily and increased sales by 35%.

Administered purchase orders through accounts payable for small, large businesses and corporate accounts.

Received daily calls pertaining to D & B business products screened call for information needed and set-up a suspense tracking system to ensure a timely reply to client. Charged customers’ accounts for purchases using the automated invoice system and closed deals. Prioritized task, and managed accounts on a daily basis, worked independently and with the team motivating peers. Prepared correspondences, sales documents, and reports and executed other documents using a variety of office automation software systems.

Leadership appointed as Team Leader in the absence of Manager. Set a new sales record for the Department sold one packaged product for $10 k. Promoted to Team Manager.

Account Manager/Sales Consultant, Inside Sales, First Data Merchant Services, 2006 - 2007

Established relationships with potential business owners of large and small businesses or Corporations to assist with merchant servicing accounts. Screened requested information and setup suspense dates for follow-ups.

Closed deals and set-up merchant accounts and increased the company’s revenue by 15%.

Coordinated and processed the approval of business credit up front through the business credit department. Maintained a filing system for all established accounts.

Demonstrated the ability to work with other and to encourage teamwork--Appointed Team Leader motivated and led peers to outstanding team performance and customer service excellence. Delegated other team members’ responsibilities when appropriate.

Mortgage Consultant, National Lending, (part time), Advisor, Kaplan University, (full time), 2003 - 2006

Mortgage Consultant Established relationships with clients seeking loans. Took incoming and outgoing calls and handled calls according to screening process and follow-up. Assisted clients with loans to purchase or refinance residential or commercial mortgage. Pre-qualified borrower for mortgage loans.

• Selected for Mortgage Broker Program.

Admissions Advisor, Kaplan--Performed 10 daily interviews and processed 25 inquiries for potential students to enroll at Kaplan University. Enrolled students in selected accredited degree programs. Coordinated with other departments within Kaplan University such as Student Services and Financial Aid ensuring financial assistance for students. Set-up and managed a filing system for students’ admission records. Successful enrollments increased the company’s revenue by 25%.

Leadership recognized--Appointed a Mentor. Mentored new and seasoned advisors.

Account Manager, Inside Sales, MBNA America, (FT), Manager, Jones Senate Campaign, (PT), 2000- 2003

Account Manager resolved customer account issues, assisted customers with concerns about bank products, services, and benefits and made a variety of adjustments to customer’s accounts. Received and screened incoming and outgoing calls and made appropriate decision, recommendation, and made record to accounts. Used office automation system to access account, prepare documents, correspondence, and reports.

Managed 100 credit card loan accounts with credit lines of up to 150k.

Processed balance transfers up to 100k and increased the bank’s revenue by 25%.

Campaign Manager, (part-time)--Screened calls from the public from visitors requesting information about the campaign and platform. Set-up suspense file ensuring information requested was provided on time.

Set-up and managed community collaborations for candidate and voters in the district. Briefed staff and volunteer on campaign’s operation strategies. Used office automation systems and prepared correspondences, documents, reports and spreadsheets.

Trained staff and volunteers on administrative topics and customer relations.

Coordinated Meet & Greet Receptions met with county, state, national and international government leaders. Reception fund raisers--raised a ballpark of 25k for campaign funding.

Coordinated canvassing events that increased the campaign’s community relations and support. Set-up meetings for candidate and community supporters to meet and discuss ideas for change community focus groups.

Proven Leadership ability--Appointed Chairperson for Campaigns Planning & Steering Committee. Led campaign staff and volunteers through a successful campaign.

EDUCATION

Barry University, 2003 – 2005, Public Administration

Palm Beach Community College, 1990 – 1991

References available upon request.

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