Customer Service Manager

CUSTOMER SERVICE MANAGER / TRAINER

Self-motivated and results-driven professional with exceptional management experience for a major company. Exhibit uncommon team leadership, motivational, and coaching skills. Possess expertise in consultative mentoring combined with extensive interviewing and hiring experience. Skilled at developing performance goals to exceed levels, sales objectives, and quality assurance.

Core Competencies:

- Strong ability to establish a highly competent team to support client programs, products, as well as services

- Superior capability to maintain outstanding customer service and high performance; excellent leadership ability, encourage teamwork, problem resolution, and proper execution of job functions

- Successfully directed and administered workflow distribution and floor management to maintain service satisfaction; consistently provide and maintain service, talk / wrap time, data, and both client and consumer satisfaction levels

- Exceptional analysis and planning abilities essential in achieving overall organizational objectives

- Proficient in Excel, PowerPoint, and Word Applications

RELATED EXPERIENCE

PROJECT COORDINATOR / BILL COORDINATOR - TRIPLE R MECHANICAL, INC - WEATHERFORD, TX - 2006-2009

- Efficiently managed accounts receivable and utilized proficiency in QuickBooks

- Administered ordering and monitoring of equipment

- Organized and managed employee benefits as well as submittals / close out documents

- Engaged in various responsibilities related to filing of warranties; ensuring accuracy of all job files and POs as well as managing collections of data

SPECIFIC POSITION - LIPSKY & ASSOCIATES - WEATHERFORD, TX - 2003-2006

- Provided primary leadership to 12 to 20 customer service employees; oversaw work performance and ensured overall efficiency

- Conceptualized and formulated viable solutions to manage executives’ complaints as well as BBB reports

- Managed and facilitated interviewing and hiring of new employees

- Implemented disciplinary actions; identified and performed troubleshooting of computer technical problems

SPECIFIC POSITION - AMERICREDIT - ARLINGTON, TX - 2002-2003

- Played a key role in coordinating functional areas involving customer service, collections, and quality assurance

- Efficiently assessed and implemented innovative solutions to executive level complaints

SPECIFIC POSITION - VERIZON - FORT WORTH, TX - 1996-2002

- Utilized strong leadership skills in directing customer service team for approximately 15 members

- Managed calls for executive department and provided prompt response to concerns

- Oversaw and ensured quality assurance; enforced disciplinary actions to maintain overall productivity

- Conducted analysis and assessment of payroll and bonus schedule

- Facilitated training and mentored newly hired employees concerning new processes

MILITARY EXPERIENCE

United States Army, 1986–1990 - Frankfurt EUV, 1989

EDUCATION

Selected Coursework - Skiles Beauty School

TRAINING

Effective Scheduling, 2001 - Leadership, 1999 - Time Management, 1998

ACTIVITIES

- League Secretary, Fort Worth Dart Association, 2010-Present

- Association Secretary, Fort Worth Dart Association, 2006-2009

- President, Benbrook Ladies Auxillary, 1996-2006

AWARDS AND HONORS

- 2000 Supervisor of the Year

- 2001 Trainer of the Year

- Honorary Award, 2002; worked closely and assisted 10 needy families during Christmas time

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