Customer Service Manager

Angela D Jarmuzek

**** ****** ******

Trainer PA 19061 610-***-****

************@*****.***

Career Profile

Seeking to further my professional career portfolio within your company, where I may utilize many of my skills in an environment that challenges the employee as much as it rewards them.

Core Knowledge & Skills Area:

Customer Relations & Sales

Social Media Networking

Performance Appraisals

Interviewing & Hiring

Performance Management

Project Planning & Development

Training & Development

Employee Recognition

Team Building & Staff Retention

Scheduling & Staffing

HR & Payroll

Call Center Metrics & Statistics

Relevant Experience

Wawa, Inc. ~ Wawa, PA

(Privately held company; operates 590+ convenience stores)

Positions Held:

Central Station Supervisor (4/2011-Present)

Call Center Technology Liaison (2/2011 – 4/2011)

Call Center Customer Service Manager (12/2010 – 2/2011)

Call Center Operations Supervisor (12/2006-12/2010)

Call Center Senior Analyst (1/2000-12/2006)

Customer Service Associate (6/1994-1/2000)

o Manager of various teams within a 24 hour Call Center support environment, including

• Lead a team of 10-20 Call Center Analysts on a daily basis, including remote analysts

• Create, implement and adapt operating processes with each Team

• Build relationships with stores Management to help support technology & customer issues

• Monitor daily activity, specialized tasks, and analyze volume trends

• Create service level agreements, reports, diagnostic scripts, procedures, support materials, and other tools needed to support our customers

• Develop and maintain technical expertise including operating and troubleshooting all store operations and support management technologies

• Develop & train business partners, Call Center Analysts, & Service Vendors

• Utilize communication systems to ensure calls and crisis’ are managed 24/365

• Recruit, train, develop, motivate & retain a team dedicated to delivering superior service

• Execute performance appraisals, associate training, and call shadowing

• Maintain HR files for all analysts; Orientation and on-boarding of new associates

• Created, led, implemented, and continue to oversee the Remote Agent program

• Interact with Customers on a daily basis, including irate customers

• Interact with Area Managers of our 590+ convenience stores

• Monitor social media websites to resolve concerns and or issues

• Implement proactive operation strategies that support our customer service program

• Call monitor and evaluate analysts metrics and performance daily; identify and define skill gaps, training needs, and action plans for each analyst

• Create weekly schedules for entire department and submit weekly payroll

• Provide world class customer service while fielding technical and consumer calls

TeleTech, Inc. ~ Englewood, CO

(Privately own outsourcing company; outsources for major companies)

@ Home Customer Relations Agent (2007-2008)

o Effectively and professionally servicing customers as specified by the project and in accordance with established policies and procedures of TeleTech.

• Answer incoming calls promptly and in accordance with established call-handling procedures (statistically measured at 190 minutes Average Handle Time)

• Provide concise, quality customer service in a professional, courteous manner for the assigned project while using various sales techniques to help the project grow

• Interacts with fellow team members to enhance project performance via online

• Adheres to attendance policy and procedures

Education / Development

Neumann College, Aston PA

Bachelor in Liberal Arts; Bachelors achieved 12/2008; GPA 3.2

Cappella University

Pursuing Masters Degree in Organizational & Industrial Psychology; Expected Graduation 9/2012

U.S. Career Institute, Fort Collins CO

Pursuing Certificate in Fitness & Nutrition; Expected Completion, 9/2011

Wawa University

Dale Carnegie Graduate 2007; Highest Award for Achievement

Leadership for People Development Certifications

Microsoft Office Application Certifications

Delivering Effective Feedback with Norma Brecker

Time Management with Steve McClatchy

Diversity & Inclusion with HR

Ethics Training with HR

Building Trust and Resolving Conflict with Steve McClatchy

Managing Remote Teams with Len Sandler (Philadelphia)

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