Executive Assistant
Resume:
KIM CREQUE-JENKINS
Olmsted Twp., Ohio 44138 440-***-****
xtf23q@r.postjobfree.com
CUSTOMER SERVICE MANAGER
Successfully built and managed call center(s) with expected revenues of greater than $70M. Results-oriented professional experience in project management, staffing, coaching, training and customer service. Demonstrated strength in team building and leadership. Proactive leader, adept at creating strategies to propel facilities and personnel to new levels of effectiveness. Solid record of accomplishments and promotions.
Key Skills: Strong management and motivational skills. Proficient incentive policy designer. Customer service oriented and initiative driven. Assertive, self-starting team player with positive attitude. Keen attention to detail. Ability to handle multiple priorities. Works very well under strict deadlines.
CAREER HISTORY
Customer Service Manager
Iron Mountain Records Management- 2006- 2009
Responsible for creating and implementing strategic opportunities in an effort to generate revenue while minimizing cost. Deployment of fundamental global solutions which create a consistent fundamental platform in the market. Management of non-exempt and exempt personnel, in addition to the Data Entry and Customer Service Supervisor. Nominated Customer Service Manager of the Year in 2006 & 2007.
Customer Service Supervisor
Iron Mountain Records Management- 2004- 2006
Responsible for improving the productivity and quality of delivery of Customer Service by mentoring, coaching and providing solid support to internal and external customers respectively.
• Established cross-training curriculum for Customer Service team resulting in greater than 50% increase in productivity.
• Enhanced and deployed the use of color-coded order entry forms reducing customer service errors by more than 70% and providing raw data to create metric reporting.
• Developed a strong rapport with some of IMRM’s Fortune 500 customers which include Baker Botts, Accenture, RBC Mortgage & V&E by nurturing accounts, improved follow up and continued communication.
• Achieved and exceeded customer service threshold during 1st year of employment.
• Implemented monthly one-on-one sessions with Customer Service team which enhanced rapport, created an ‘open door’ atmosphere and improved morale.
Customer Service Manager
Mercer HR Consulting formerly Synhrgy HR Technology - 2000 to 2004
Managed integration of new customer service programs, system tools and technology. Assisted with restructuring of total absence management. Created operational effectiveness programs across all call centers. Developed long-term staffing and resource plans. Created and implemented a new salary structure and career development for CSR and Team Lead. Applied strategies to improve productivity and performance. Recruited and staffed 10 call centers.
• Successfully developed and promoted three (3) leading Customer Service Supervisors.
• Maintained and/or exceeded Performance Guarantees that resulted in zero penalties paid out over the past three (3) years.
• Improved P&L for my workgroup by more than 30% within a 12 month timeframe
• Successfully managed 10 client teams concurrently with an average 95% Customer Satisfaction rating of 'Above Satisfactory' or better for over nine consecutive months.
Senior Customer Service Representative
VALIC (An American General Company) 1999 – 2000
Responsible for implementing new product offerings. Specialized in Minimum Distribution accounts. Reconciliation of retirement annuities. Mentor to Jr. level Customer Service Representatives.
Assistant Customer Service Supervisor
Great West Life & Annuity 1996 - 1999
• Mentored and coached new hires.
• Implemented incentive program which increased productivity 27%.
• Provided quality assurance reviews, which increased the level of quality for Customer Service 19% within an 18-month timeframe.
Reservations Sales Agent
Continental Airlines 1994-2004
Responsible for answering questions pertaining to potential travel engagements. Providing a high level of Customer Service to customers who have been re-routed due to mechanical failure, inclement weather, etc. Provided support with respect to escalated calls from Jr. Reservations Sales Agents.
PROFESSIONAL TRAINING & CERTIFICATIONS
Certified Call Center Manager August 2003
STI Knowledge Center (Certification Obtained)
HIPAA Certification April 2003/2004
Mercer HR Consulting (Certification Obtained)
‘How to Handle Conflict’ June 2001
Learning Resource Workshop
Train the Trainer October 2000
Mercer HR Consulting (Certification Obtained)
MAGIC Quality Training January 1999
VALIC (An American General Company)
(Certification Obtained)
EDUCATION
Cleveland State University 1981-1984
Cleveland, Ohio
Major: Business Management & Biology
PROFESSIONAL ORGANIZATIONS
Toastmasters International August 2003-present
President/Charter Member
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