Customer Service Management

CARLY OWENS

*** **** ***** ** #***

Bronx, NY ***58

Phone: 914-***-****

Email: ***********@*******.***

WORK EXPERIENCE:

IDEELI.COM 11/2011 -2/2012 CONTRACT NEW YORK, NY

Fielding and processing customer inquiries

Catering to client merchandise requests and questions

Monitoring and servicing open issues through completion

Maintaining an open level of communication with the ideeli staff including but limited to our merchants, accountants and customer service team

Analyzing and interpreting data and information to guide strategic recommendations and enhanced site performance

Monitoring the customer experience on a day-to-day basis to detect and solve problems as they arise

Responding to merchandise inquiries from clients

Analyzing and reporting any technical difficulties, in concert with internal technical staff

Assisting in various aspects of managing the customer relationship; along with special projects

CABLEVISION 10/2009 TO 3/2011 BRONX, NY

ADVANCED SERVICES

*Effective and efficient handling of customer transactions in real time including; working simultaneously with multiple software applications

* Provided routine technical customer service - perform advanced/HD troubleshooting procedures.

*Perform all work-related tasks, including escalated issues. Participated in special projects and performed other duties as required.

SPRINT NEXTEL 6/2003 – 7/2009 ELMSFORD NY US

SENIOR WORKFORCE MANAGEMENT ANALYST/H.R. GENERALIST

*Responsible for compiling operational reports to determine staffing needs and review workflow results.

*Responsible for forecasting call volume and providing trend analysis for the department.

*Responsible for the administering/tracking all FMLA/Workman’s comp. cases

*Analyze, establish and generate schedules based on staffing, call volume and service level objectives

*Responsible for the orientation and integration of all new hires to the call center

*Accountable for maintaining and updating all operational systems with daily exceptions, attendance for over 250 employees, employee profile changes and data entry.

*Monitor intra-day/RTA management.

*Responsible for the training workflow for over 260 employees

*Created a handbook for Management to understand the WFM regulations for the call center.

*Helped Call Center become C.O.P.C. certified.

Earlybird/ Urban Express 8/1998 - 6/2002 NEW YORK NY US

Customer Service Supervisor/ Training & Development Supervisor/ Site Manager

* Supervised the Customer Service Department (30 employees) and handled all escalations.

*Responsible for all hiring/staffing for the head office & client sites; Implemented and monitored new hire training of all customer service reps; Conducted evaluations on all customer service reps*

*Created a company-wide training manual (Communication with Clients and co-workers) *Implemented and carried out a rewards program for the customer service department

*Acted as a Liaison between Ernst and Young management and Urban Express Operations Management; Managed Dispatch/ messenger/ customer operations

*Supervised 12-15 employees (Scheduling, Payroll, Employee relations) at client site (Ernst & Young)

Advanced/Expert knowledge in the following programs: 1Source, Witness, Symposium, Cro, KMS, Peoplesoft, Quick base, XELLERATE, OASIS, RPAT, GUI, DOC SHARE, IEX/TotalView systems. AAA Attendance, various Payroll systems, Vantive, Nview , Datatrac , Excel, MS Word 6.1- 7.0, Lotus 1-2-3, Projectors and Internet Use

EDUCATION: MERCY COLLEGE BRONX, NY

Major: PSYCHOLOGY GRADUATION DATE: 2013

AFFILIATIONS: ISIAH J JONES MEMORIAL FOUNDATION VOLUNTEER CO-ORDINATOR

C.S. ENTERTAINMENT EVENT PLANNER

REFERENCES: Available upon Request

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