Manager Customer Service

Hendrik Vosloo

***** *** **** **, ******, Fl, ***56

727-***-**** ********@*****.***

Objective

To contribute strong background in Call Center Management and customer service, along with unique drive for excellence and success, to your firm in a Managerial capacity.

Professional Summary

Solutions-driven professional with extensive managerial experience in Call Centers

Customer-focused, highly organized self-starter with effective customer-service skills and demonstrated ability to manage, build relationships, communicate, provide technical expertise, support, and training to sales and customers.

Resourceful, creative problem-solver with proven aptitude to analyze and translate complex customer requirements and business problems and design/implement innovative custom solutions.

Motivated achiever who exceeds goals, has been promoted regularly and has garnered numerous awards.

Articulate communicator.

Experience

Cork & Olive Franchise 6/8/2007 – 3/15/2010

Owner / Operator

Day to Day Operation of Boutique/Retail Wine Store

Opening, Closing, Inventory, Accounting, Special Events, Payroll, Reporting

Computer Generated Solutions 6/7/2004 – 6/8/2007

Service Delivery Manager

Managed 4 Supervisors in a 100 to 200 agent Support Desk supporting a major Consumer Electronics Company

Responsible for Hiring, Assigning, Scheduling, Termination, Quality Monitoring, Appraisals and Annual Reviews, Compensation Actions, Discipline, Enforcing Policies and Procedures, Coaching, Productivity.

Responsible for Adherence to Contractual Obligations, Service Level Attainment, Call Volume Projection, Benchmarking Best Practices, Develop and Implement Action Plans.

Maintain and Manage Relationships with Customers, Quality and Training Departments, Vendors and Third Parties.

Computer Generated Solutions 4/19/2003 – 6/7/2004

Supervisor

Supervised a group of 35 Agents supporting a Leveraged Queue providing phone support to 15 companies

Responsible for Hiring, Orientation, Scheduling, Coaching, Discipline, Monitoring, Enforcing adherence to Policies and Procedures, Annual Reviews and Compensation adjustment.

Daily, Weekly and Monthly Reporting, Daily Customer Liaison, Prepared and presented Quarterly Service Reviews.

Promoted to Service Delivery Manager

Computer Generated Solutions 8/26/2000 – 4/19/2003

Operations Manager

Managed 5 Supervisors in a 250 agent Helpdesk supporting a Major Insurance Company and a Leveraged queue supporting 12 Clients.

Responsible for Hiring, Assigning, Scheduling, Termination, Quality Monitoring, Appraisals and Annual Reviews, Compensation Actions, Discipline, Enforcing Policies and Procedures, Coaching, Productivity.

Responsible for Adherence to Contractual Obligations, Service Level Attainment, Call Volume Projection, Benchmarking Best Practices, Develop and Implement Action Plans.

Maintain and Manage Relationships with Customers, Quality and Training Departments, Vendors and Third Parties.

Assumed Supervisor Position due to expiration of contract.

Computer Generated Solutions 2/1/2000 – 8/26/2000

Supervisor

Supervised a group of 30 agents in Leveraged queue supporting 15 customers.

Responsible for Hiring, Orientation, Skills Management, Scheduling, Coaching, Discipline, Monitoring, Adherence to Policies and Procedures, Annual Reviews and Compensation adjustment.

Promoted to Operations Manager

Computer Generated Solutions 08/04/1997 – 2/1/2000

Technical Support Representative

Provide phone support to callers in a leveraged queue, Subject Matter Expert (Lead Tech), Assisted with Agent Selection and Training, Responsible for Knowledgebase Maintenance and Article Creation, Liaison with Customer, Assisted with Technology Rollout.

Promoted to Supervisor.

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