Customer Service Manager/Director
Resume:
S. RENEE SANDERS
***** ******* **, **** * Lakes, FL 34639
Mobile Phone: 727-***-**** * **********@*****.***
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Summary
Passionate regarding leading by example and the level of excellent customer service we offer to clients, I choose to share my expertise and experience with organizations who strive to be extraordinary. If excellence is the end result I am in, if average is acceptable, I am not the right fit. ________________________________________
WORK EXPERIENCE
CUSTOMER SERVICE MANAGER/Central Florida 8 2004 – 10 2010
Iron Mountain Records & Information Mgmt | Tampa, FL
For the leader in records management, led up to 3 customer service teams and three Data Entry teams in four locations across central and north Florida. This involved leading for a period of time up to 30+ direct reports, included two Customer Service Supervisors, two Data Entry Coordinators and members of their teams. Prior to restructuring, led the Central Florida Market CS & DE Teams with enhancing "Total Customer Satisfaction" while working towards creating "world class" service for all internal and external customers. With reorganization, I became responsible for Central Florida and South FL Market. My areas of expertise are:
• Driving Customer Service & Sales performance
• Personnel issues
• Training
• Driving individual and team with meeting/exceeding goals
• Sales and Customer Service projects
• Managing escalated customer issues
• Creating and delivering Performance Evaluations
Conducted weekly team meetings, coached and developed team performance by continued training. This included monitoring phone calls with customers to insure accuracy and completion of tasks in a timely manner.
CUSTOMER/PATIENT RELATIONS MGR 12 2001 - 8 2004
Analgesic Health Care | Tampa, FL
As the Department Manager, was responsible for bringing team to the next level in professionalism and results. This was achieved by creating an inbound and outbound call center from the ground up, selecting qualified candidates and providing intensive ongoing training and development. These goals were obtained by observing, monitoring and coaching. Operating in the role of Sr. Manager for training purposes, I have had the opportunity to coach team leaders and supervisors on time management, productivity, professionalism and team building as they prepared for career opportunities. In addition, was successful in creating a new Comprehensive Quality Process for the Customer Service Department that has been permanently adopted.
CUSTOMER SERVICE/Sales/Recruiting Supervisor 9 1995 - 12 2001
Capital One, Inc.
In Human Resources, as a Customer Contact Recruiting Supervisor, I led a team of Recruiting Coordinators that hired for Customer Contact positions for all company locations across the country. Responsibilities included:
• Receiving feedback regarding recruitment process
• Managing individual productivity, performance and quality on a daily basis
• Responsible for overall team effectiveness in meeting new-hire quota
• Writing and delivering performance reviews within deadlines.
• Developing, coaching, and mentoring associates, as well as training of new hires to Customer Service Department.
• Assisting associates to develop action plans for performance and future career track
• Conducting weekly team meetings.
Prior positions with company were as a Customer Service/ Sales Supervisor in the Credit Card and Telecommunications divisions, which involved team leadership in a Sales Team environment and managing day to day floor operations. I was also responsible for developing Sales Performance and meeting sales goals.
COMMERCIAL Sales Representative/Trainer 1 1990 - 6 1995
Sunbelt Publishing/Suncoast News |
Performed Commercial Advertising SALES and Customer Service with the Inside Sales Dept., worked with businesses, setting up advertising programs to assist companies in meeting their projected goals. This position involved developing new business, maintaining previous client base. Heavy sales and billing/collections environment. This position also evolved into being responsible for all new hire training. Reported directly to Commercial Inside Sales Manager for this role.
Manager/Owner 1 1984 - 3 1986
AAA/Son Shine Employment Agency |
Handled daily operations, managed three counselors, hiring, training, and development. Payroll, AP/AR for branch/office. Interviewing, placing applicants with appropriate skill sets with employers. Position required strong communication, high energy to work with employers and applicants. Strong presentation skills.
Customer Svc/Sales/Marketing 4 1981 - 1 1990 * Wal-Mart and Kmart Corp/AAFES various p/t positions were held as I moved across the country and overseas with military spouse. These positions were Cust Svc / Sales environments preparing for future supervisory and management positions.
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License/Certifications: 215 Life Health Incl Var Annuity W039406
EDUCATION
University of Phoenix – Tampa, FL, Psychology /Business 2011; Various College, Business, Sales, courses were completed during assignments while spouse was in Military. Many college courses were company sponsored. Currently working toward an AA/BA in Psychology and Business Admin - Mgmt. (online)
High School, 3.5 GPA * Major Business / Minor Music 1 1981
GCHS / Gulf High School | Granite City, IL / New Port Richey, FL
SKILLS
Microsoft word, Expert
PowerPoint Expert
Excel Intermediate
Presentation Skills Intermediate
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PROFESSIONAL MEMBERSHIPS / AFFILIATIONS: Modern Music Masters
AWARDS & HONORS:
Sales Supervisor of the Quarter / America One – 2x 2000
Customer Service Manager of the Year / Iron Mountain – Nominee 2008
Peak Performer for Unending Dedication, Role Model Leadership, and Superior Performance – Leadership Excellence / Iron Mtn 2008-2009
Top 10 Customer Service Team / NAO 2009
Top 5 Customer Service Team / NAO 2010
2010 Teammate Kickoff Champion/Leader
Business and Personal references available
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