Customer Service Manager
Resume:
PO Box ******
Irving, Tx *****
Email:*************@*****.***
Carrie L Eastwood
Objective:
• To share my knowledge with others while furthering my growth and skills to obtain a management position in a call center or customer service environment.
Education:
1995
Poudre High School, Fort Collins, CO
General – High School Diploma
2007
College America, Fort Collins, CO
Accounting –Bachelor’s Degree
Experience:
10/11 – Present
MasTec Advanced Technologies / Coppell, Tx
Call Center Supervisor
I am responsible for a team of 10-25 people that do several functions. I coach and mentor Customer Care Agents by encouraging, supporting and motivating Agents on a day-to-day basis. I develop and maintain performance reporting, Customer Care Agent’s scheduling, monitor quality and track performance. I maintain and improve service by listening to internal and external customer issues; diagnosing and/or troubleshooting problems Handle escalated emails or calls; complaints, questions, and queries as necessary. I’ve created and maintained the call center metric reporting as well as head up projects for the team. I am involved in the new hire training as well.
7/2010 – 8/2011
Multiband Corporation / Minneapolis MN
Manager of Dispatch Performance and Support
I was responsible for monitoring and working with all the dispatch managers to improve the performance of all call centers. I did daily metrics reporting, which included operations metrics as well as call center metrics. I assisted with work order management and any call center issues we may have had. I developed all of our training material and assisted in transferring all dispatch training material into our on line classroom. I traveled and did trainings at all of our call centers. I worked with VP’s, Directors, Managers, etc on metrics, how to improve processes and incentives.
I was responsible for figuring all dispatch incentives for managers as well as dispatchers and leads – and working with payroll for payment of monthly incentives. I held weekly conference calls with all of our call center leads and managers to go over our metrics and where our opportunities of improvement are. I also assisted in our advance product division where I evaluated processes and streamlined them to become more efficient.
7/2005 – 7/2010
Multiband SC / Houston, TX.
Dispatch Manager
I was responsible for the tracking in multiple offices in MBSC. I have been over several different areas in the last few years to include: North East, AFS, US Installs, Closeout, Training and Reporting and the EOL line. I am responsible for schedules, staffing, over time, disciplinary actions, training, call center and tracking performance, work order management, assisting with metric performance and reporting. I work with many levels of management - Directors, Regional Managers, Site Managers, Tech sups, Techs, Contractors, Leads and Trackers – to help problem solve, train and support them. I have also traveled to assist with tracking, metric, and Seibel training as well.
Qualification Summary:
Proven ability to identify and implement improvements to streamline processes and increase efficiency and productivity.
Excellent computer skills; proficient with Microsoft Word, Excel, Siebel, Outlook, and able to learn proprietary systems/ applications quickly and easily.
Ability to develop reporting and training.
Strong researching and problem solving skills
Previous management experience.
In Call center environment for 10 + years
In HSP/ Satellite Industry over 6 years.
Customer Service / Tracking / Dispatch
Excellent coaching and development skills
Excellent team player and interpersonal skills
Strong communication skills
Self Starter / Motivational / Positive attitude
Proficient Trainer
Excellent work order management skills and knowledge
Strong knowledge of DTV P&P and Metrics
Organized and detail oriented.
Completed Disney Management Training
Knowledge of project management/ MS Project
References:
References are available upon request.
Contact this candidate