Customer Service Manager
Resume:
DONNA LUSK
Watauga, Texas *****
********@*****.***
SUMMARY
Customer Care Professional with expertise in managing customer service analysts in a high-pressure, fast paced Call Center environment, demanding in a strong sense of urgency and quality. Leadership style includes sensitivity to employees while emphasizing successful resolution customers’ concerns in both corporate and field environments. Additional skills include:
MS Word
Excel
Outlook
Quickbooks
Typing (60-70 WPM)
10Key (15,000 KSPH)
PROFESSIONAL EXPERIENCE
AIG INFOEXCHANGE, Ft. Worth, TX 2005-2011
Team Lead, Customer Service Representative III
Supervised and coordinated daily operations and activities of call center analysts.
Interviewed potential candidates, process new hire paperwork and trained analysts.
Ensured customer satisfaction by assisting analysts in resolving escalated calls and issues.
Observed, evaluated and maintained quality customer service of analysts performance.
Motivated subordinates, provided coaching and performance feedback and addressed performance issues.
Conducted weekly staff meetings.
Monitored daily staff availability and implements work schedule changes.
Prepared performance appraisals and delivered content to staff members.
Provided customer service support for the customers (policy holders, employees, clients, investors, brokers/analysts, prospects, etc) of all of the AIG companies during peak periods.
Served as subject matter expert for information about AIG people, its business, products, services and administration functions.
Handled and logged incoming and outgoing calls.
Conducted extensive research, identified and evaluated requests and determine action steps.
Collaborated closely with many departments within AIG to assist customers.
Assisted in providing updates for our many online tools.
Work remotely to support business continuity functionality.
WESTERN NATIONAL LIFE, Amarillo, TX 2003-2005
(formerly AIG American General Annuity Ins. Co)
Customer Service Professional
Provided customer service support for the number one fixed Annuity Company in the world.
Assisted customers and agents with annuity policies and products.
Mailed, faxed or emailed various forms and customer correspondence.
Researched any requests by agents or customers to resolve issues.
PLAINS PLUMBING CO., INC., Amarillo, TX 1999-2003
Administrative Assistant and Service Dispatch
Provided professional assistance in daily operations of a mechanical engineering company.
Operated digital paging system and dispatching equipment.
Processed and transmitted information and instructions.
Scheduled assignments and coordinated repairs with service manager.
Acted as liaison between customers and technicians.
Dispatched personnel according to schedules and work orders.
Maintained workers compensation injury records according to OSHA regulations.
Followed-up on issues with work orders and completed work order invoicing.
Prepared bid letters, submittals and O&M manuals.
Provided administrative support to President and upper management
DONNA LUSK
Page 2
BEN E. KEITH FOODS, Amarillo, TX 1996-1999
Administrative Assistant
Provided daily administrative support to personnel manager and warehouse manager and secretarial support to assistant General Manager, Operation Manager, and Buyers
Managed all fleet records consisting of company cars, bobtails, tractor-trailers and Thermo-King trailers. Posted fuel tickets, individual vehicle mileage records, repairs, oil and filter changes, accident damages. Purchased diesel fuel for tanks in yard. Renewals of state inspection stickers, tags (Apportioned and Non-Apportioned). Prepared New Mexico weight distance tax report, and Thermo-King gallon refund report. Monthly processing of truck operation report and fleet mileage report for corporate. Collected all information necessary for any audits from Texas Department of Transportation.
Updated driver’s route schedule and day warehouse schedule. Created new forms as requested by warehouse supervisor(s).
Checked in drivers returning from their routes by ensuring invoices balanced with any C.O.D.’s collected. Balanced out of town driver’s expenses.
Daily and weekly processing of night order puller’s incentive pay.
Compiled various payroll and other reports due on a weekly to bi-weekly basis.
ADDITIONAL RELEVANT EXPERIENCE
BOB JAY’S PLUMBING, Amarillo, TX
Administrative Assistant and Service Dispatch
Administrative support to President and Service Manager.
EYEMASTERS, Amarillo, TX
Eyewear Specialist
Provide stellar customer service to meet daily sales goals.
INTERIM PERSONNEL, Amarillo, TX
Client Service Representative
Human Resource liaison between client and applicant.
Contact this candidate