Manager Customer Service
Resume:
WORK EXPERIENCE
October **, **** – January **, **12 Super Service
COMMERCIAL TRUCK DRIVER Atlanta, GA
• CDL - Over the Road Driving – North/South East & Parts of Mid-West
• Timely Pick-Up and Delivery
• Retrieve and Send Information via QualComm
• Meet with clients regarding load
• Planning best route travel directions to and from destinations
• Responsible for daily and accurate logging of daily events
June 2, 2011 – July 22, 2011 Swift Transportation
COMMERCIAL TRUCK DRIVER Atlanta, GA
• CDL - Over the Road Driving - North East and Mid-West
• Timely Pick-Up and Delivery
• Retrieve and Send Information via QualComm
• Meet with clients regarding load
• Planning best route travel directions to and from destinations
• Responsible for daily and accurate logging of daily events
December 3, 2007 – January 19, 2011 Wellpoint
CUSTOMER CARE REP. Kelly Services, Savannah, GA
08/13/07 – 12/02/07
• Customer Care Representative on a major medical program for consumers
• Manage inbound calls assisting consumers with questions regarding their policy
• Analyze and research daily situations to ensure proper direction is provided
• Assist in reviewing consumer claims for correct billing or resubmit of claim
• Provide full service to members by handling daily inquiries and performing membership functions.
• Resolve and respond to issues received through written communication
January 2005 – August 17, 2007 SITEL Corporation
SHIFT MANAGER Savannah, GA
Manage all activities of the operations department during shift. Directs supervisors and telephone representatives to ensure client goals and expectations are reached in an accurate and timely manner.
• Oversee the operations of the night shift call center
• Manage, develop and evaluate supervisory staff, train, motivate and counsel employees
• Assist supervisors and quality assurance department with any problems/questions concerning product information, customers or telephone representatives
• Compose supervisory performance reviews
• Prepares statistical analysis on programs and telephone representatives output to ensure productivity is enhanced
• Coordinates changes in staffing schedule of floor supervisors to ensure proper ratios are upheld
• Distribute telephone representative performance appraisal forms to supervisors and ensures that appraisals are completed on time.
• Maintain Real Time Adherence (RTA) within IEX for up-to-the minute tracking/monitoring of associates. Enter all approved exception codes into the Schedule Management tool within IEX, to ensure correct staff levels are reflected, manage off-line events. Generate daily IEX reports.
• Daily employee review, edit, input and approval of payroll using the Kronos Workforce TimeKeeper software.
April 2004 – January 2005 SITEL Corporation
TEAM MANAGER Savannah, GA
• Supervision of up to 85 or more persons, providing motivation material, meeting or exceeding management/client expectations, coaching and counseling and mentoring
• Direct supervision - team maximum 20 agents
• Planning, coordinating, and direction of support service delivery in the daily operation of a call center
• Work closely with related management, identifies needs, and formulation of appropriate plans of action
• Routine scheduled performance feedback, additional training, providing weekly performance reviews. Confirm and correct payroll modifications, weekly call monitoring.
• Assist in training new products and new product tool (WIZ)
• Perform on-site interview to assist with new hires
• Conducted disciplinary action and termination of employees
March 2003 – April 2004 Sykes Enterprises Inc.
October 2001 – April 2002 Palatka, Florida
TEAM MANAGER
• Supervision of up to 110 or more persons, providing motivation material, meeting or exceeding management/client expectations, coaching and counseling, mentoring, and training experiences.
• Direct supervision - team maximum 20 agents
• Planning, coordinating, and direction of support service delivery in the daily operation of a call center
• Work closely with related management, analyze data, identifies needs, and formulation of appropriate plans of action
• Project Manage/Train Cross-Sell & Retention
• Formal and routine scheduled performance feedback, scheduled additional training, providing weekly performance reviews. Recommendation of “Merit” raises, payroll submission, weekly call monitoring, dispatching of senior technicians, when necessary.
• Perform on-site interviews and International interviews
• Selection of new employees, conducted disciplinary action and termination of employees
June 2001 – October 2001 St. Johns River Community College
St. Augustine, Florida
SECRETARY III
• Position responsible for advanced staff assistance and clerical duties, interviewing potential candidates and visitors, office research, and provision of relevant information
• Decision making in accordance with established policies and procedures, supervision of related staff and student assistants, use of multifunctional phone and computer systems.
• Mail prioritizing and disbursement, form preparations, file maintenance, proofing of all related documents.
• Information retrieval, research, and data relating to employee payroll certification
December 1983 – March 2000 AT&T Communications
Somerset, New Jersey
ASSOCIATE MANAGER
• Maintaining a database for a multinational communications network
• Security authorization for related employees (internal/external)
• Creating and distribution of business office bulletins to internal/external customers, responses to Customer Management Directory Customer “Write Us” comments section
• Management of call-center operations, intensive customer service, management of specialized accounts
• Supervised administrative group of 12+
• Providing motivation material, meeting or exceeding management expectations, coaching and counseling, mentoring, and training experiences
Contact this candidate