Customer Service Manager/Call Center

Location:

Posted:

July 31, 2008

Jo-Ann Johnson-Scott

*A Ethan Allen Drive

Suffern, N. Y. 10901

845-***-**** E-Mail: ********@*****.***

**** – present Licensed Real Estate Agent – Weichert Realtors – Pomona, NY

• Worked as an independent real estate agent for Weichert Realtors

• Responsible for the sale and resale of both residential and commercial properties

• Provided resources for clients for financing and legal information to facilitate real estate transactions

2003 – 2005 Customer Service Manager (Call Center) - ACS – Spring Valley, NY

 Manage, coach and counsel employees

 Address performance and attendance issues by using sound judgment in decision making, and identifying areas for improvement

 Plan and organize resources to define plans and actions that enhance business needs

 Develop relationships with Project managers and management to define and monitor goals

 Maintain project schedules and reports

 Responsible for day-to-day operations including training & development

 Responsible for yearly Appraisals

 Extensive customer contact to resolve customer escalated calls both in person and on telephone

 Motivate and develop employees while increasing productivity

 Maintained scheduling of three shifts to coincide with high volume of calls

 Ensure the smooth operation of department in line with Management needs and goals

1985 – 2002 Customer Service Supervisor – Consolidated Edison/O&R Utilities

 Resolve customer complaints in a timely manner

 Research problems and give feedback on findings for customers

 Focus on critical needs and organize staff to achieve optimal results

 Develop innovative ideas to reduce paper work and increase productivity

 Kept staff abreast of changing policies and procedures

 Assist in Company sponsored community affairs events

 Provide statistical analysis of various office data

 Familiar with Energy Conservation programs and worked directly with Management team on projects associated with outside contractors.

 Act in capacity of public relations assistant to Director of Public Affairs prior to being promoted to supervisor

Education: College of New Rochelle MS in Communications – 1999

Pace University BS in Business– 1989

New York Real Estate License January, 2002

Skills: Microsoft office, excellent oral and written communication skills