Customer Service Manager/Quality Manager

Jason L. Krueger

*** ***** **. *.*., Cedar Rapids, IA 52404

Cell: 319-***-****

E-mail: ***********@*****.***

Career Summary:

A results oriented call center and customer service manager with an expertise in employee development through direct coaching and on-going relationship building with well rounded experience in process control and the hiring, training and management of employees.

Professional Experience:

Customer Relations Manager & Quality Control Specialist

Heritage Microfilm (www.newspaperarchive.com)

4069 21st Ave S.W. Cedar Rapids, IA. 52404

August 30th, 2006 – January 11th, 2010

· Implemented chargeback resolution that saved the company an average of $5,000.00 per month while lowering the number of charge-backs to the company by 45%.

· Researched and detailed hosted VoIP phone system options to increase customer service availability, add call routing and reporting options, to decrease abandon rates and average speed of answer.

· Ongoing evaluation of website visits and conversions to identify opportunities to change ad campaigns, landing pages, and other marketing strategies to improve overall conversion rates.

· Responsibilities included interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

· Maintains a thorough knowledge of all company practices, procedures, policies, programs and services to act as a resource for employees and customers to answer routine and more complex product and usage questions

· Prepares qualitative and quantitative data used to provide coaching, professional development and performance management of staff.

· Report generation and distribution

· Created successful outbound campaign generating $15,000.00 per month.

· Manage technical assistance on customer specific issues and coordinate resolutions

· Work closely with marketing group to ensure product/market positioning

· Support sales team and assist in achieving monthly quotas

Sales/Customer Service Supervisor (Inbound Call Center)

J&P Cycles - Anamosa, Iowa

October 2003 – August 2006

· Directly supervised up to 25 employees in the Customer Service and Sales Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

· Demonstrated leadership in the area of safety. This requires observing and enforcing safety rules and practices, encouraging safe work behaviors and promptly correcting conditions and unsafe behaviors which may lead to accidents.

· Approved deviations from normal procedures under exceptional circumstances.

· Listened to customer complaints, examined returned merchandise, and resolved problems to restore and promote good public relations.

· Achieved best team quality scores in the site for 6 consecutive months

Escalation/Call Center Supervisor (Inbound Call Center)

APAC Customer Services - Waterloo, Iowa

September 1998 – September 2003

· Managed and trained a team of roughly 10 people to deal with escalated customer situations.

· Managed 20-30 people on performance and specified programs to meet and exceed defined company and client standards.

· Maintained a motivated and successful team through continuous feedback and positive reinforcement.

· Provided feedback to Operations Manager, Account Executives and Training department on areas to improve productivity and procedures.

· Analyzed performance through report generation as well as the logging and accurate tracking of call statistics.

· Identified areas of opportunity within the team(s) to develop and implement comprehensive action plans.

· Monitored call center management systems and trouble ticket reporting.

· Customer Service and Escalation Trainer for representatives that were meeting expectations and ready for the next level on the program.

· Maintained Intranet site which assisted in improving site productivity.

 

Skills:

Software proficiency includes Excel, PowerPoint, Word, FrontPage, Windows, CentreVu Management Systems, Symon Community Schedule Developement and TCS. Working knowledge of Microsoft SQL Analyzer. Avaya phone systems.

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