Customer Service Manager

Lawrence A. Smith

**** ***** ****** – Chicago, Illinois 60617

Phone: 773-***-**** Email: ********.*******@*****.***

Qualifications Summary

A leader oriented, hard working, and dedicated college graduate that has eight years of experience in daily customer service operations. Possesses strong interpersonal and organizational skills; ethical, trustworthy, discreet and committed to superior customer service. Confident in interactions with individuals at all levels. Detail oriented and extremely resourceful in completing projects on time with the ability to multitask efficiently. Other skills include: filing, archiving, sales, management, results oriented, problem solving, and proficient experience in Microsoft Word, Excel, Outlook, Access and PowerPoint.

Education

East West University, Chicago, Illinois 2002-2005

Ashford University, Clinton, Iowa 2001-2002

Experience Highlights

Call Center Inquiry Response Coordinator/Team Lead

Staffing Now/ Career Education Corporation

Chicago, Illinois

March 2007- November 2011

• Handle a high volume of outbound calls by responding to inquiries from potential students to maintain effectual results in a quota driven workplace by utilizing call center applications to efficiently assist the potential students with college information and to professionally aid with finding solutions to minimize dissatisfaction with customers that comply with regulations; handle complaints and problems in an effective professional manner with minimum to no supervision.

• Substitute for manager when unavailable by taking manager calls when needed by other team members, sending out daily emails, stimulating and motivating the team, and organizing/facilitating team meetings.

• Aid in training new employees on how to effectively utilize call center applications.

• Answered customer service questions about the various universities in our network.

• Provided support for admissions advisors.

Call Center Supervisor

Computer Share Fund Services

Downtown Chicago, Illinois

June 2006 – January 2007

• Supervised between ten to thirty proxy call center agents.

• Daily tasks included but not limited to, monitoring daily, weekly, and monthly performance results for quality and productivity control, delegated tasks to ensure proper coverage and completion, monitored staff attendance, data entry, prepared and processed timesheets and implemented a variety number of outlets to improve the overall performance process of the call center.

Telephone Interviewer/ Mentor

N.O.R.C./Telesight

Chicago, Illinois

August 2003 – October 2005 / October 2005 – September 2006

• Administered surveys to various companies such as The Centers for Disease Control and Prevention, The California Gambling and Health Association, Microsoft, Chase Home Finance, and Dell Computers via telephone.

• Some customer service and data entry.

• Assisted with various training classes and corrected minor computer issues.

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