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Customer Service Project Manager

Location:
Riverside, CA, 92504
Salary:
$50,000.00+ annually
Posted:
August 14, 2012

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Resume:

MARK MATTHEWS

**** ****** **.

RIVERSIDE, CA ****4

951-***-****

xnu7ln@r.postjobfree.com

Heart of God East Africa (2008 - Present) Volunteer Position

. Chaplain - Heart of God International Ministries, 2011 -

Present

. President of Heart of God East Africa, 2010 - Present

o Oversee Executive Director and other Directors of

various missions' projects which include: Lezara Women's

Prison, Smile Africa, Royal Palace Church and School and

annual teacher's conferences.

o Work closely with Executive Director to establish clear

policies and guidelines for upcoming projects and trips

to East Africa.

o Work with Executive Director in overseeing King's

Primary School in Uganda (Owned and operated by Heart of

God East Africa and Ezra Foundation - United Kingdom)

. Director of Men's Ministry for Heart of God East Africa. 2008

- Present

o Coordinate Pastor's and Men's Conferences; secure

speakers for trips and establishing content of

conferences.

Director of Customer Service - LOGOS Management Software (3/2011 -

12/2011)

. Oversee all aspects of Customer Service at the Director Level

. Began implemented live call environment

. Developed policy and procedure for department

. Established performance standards and reporting processes

. Established Call Quality Standards

. Manage Team of 7 Customer Service Reps, 1 Team Lead

. Coached reps based upon performance

. Phone support as needed

. Interact with customers on escalated calls or rep

commendations

. Weekly team meetings

. Increased Team Productivity from 48% to 73.5%

. $100,000.00 in savings through process improvements and

increased productivity within Customer Service.

Customer Service Manager - ATT Mobility (11/99 - 10/09)

Job Responsibilities

. Manage Team of 6-15 Customer Service Reps

. Coach reps based upon performance

. Floor support

. Interact with customers on escalated calls or rep

commendations

. Daily/Weekly one-on-one sessions with team

. Weekly team meeting

. Monitor at least 60 calls per month

. Review 90 calls per month from Quality Analysts

. Review all calls scored below 90 with reps

. Attend Quality Calibrations with Quality Team 2 per month

. Liaise with quality team to review call trends

. Coach representatives based upon current trends and company

goals

. Monitor daily call flow via CMS systems and determine off-

line time for reps

. Interact with Senior Management in regular weekly staff

meetings

Job Successes

. Promoted from rep to manager in 11 months

. Project Manager/Hiring Manager - 6 months 2006

o Worked with onsite recruiter to hire over 300 reps over

6 months

o Screened resumes and applicants prior to inviting them

for testing

o Administered testing and informed participant of pass or

fail score

o Conducted pre-interview screening and interview

scheduling

o Interviewed candidates and recommended hire/no-hire

. Recognized for ability to coach reps to success

. Through proven coaching techniques raised substandard

performers to acceptable or higher levels based upon company

requirements

. Increased Call Quality - most recently taking marginally

performing team and increasing from 20-40%

. Consistently ranked in top 5% for post call surveys

. Lowest number of escalated calls for the department.

. Instituted ad-hoc coaching sessions to exceed department

expectations

. Developed time management techniques to streamline regular

duties

. Assessed time requirements of present job duties

. Presented findings to Senior and Executive management teams

. Department wide changes implemented based on presentation

STRENGTHS

. Analytical Thinker

. Quick Learner

. Microsoft Office

o Word

o Excel

o Outlook

. Public Speaking

. Good time management skills

. Over 30 years work experience

. Maturity and Integrity

. Flexibility

. Reading with comprehension

. Writing

EDUCATION

Pacific Coast Baptist Bible College, San Dimas, CA - Bachelor of Arts



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