SUMMARY:

• Leadership Training
• Interpersonal Communications
• Operational Leadership
• Recognized company leader with unique blend of training and operational management expertise.
• Results - oriented, decisive leader with proven record of customer focus and system management involving growth organizations.
• Outstanding history of managing projects and personnel to ensure completion in an organized, efficient and timely manner.
• Solid commitment to customer excellence, employee growth and satisfaction, and leadership development.

CORE COMPETENCIES:

• Customer Service
• Incentive Development
• Training & Development Personnel Management
• Leadership Development
• Communications Interpersonal Relations
• Revenue Assurance
• Human Resources

TECHNICAL SKILLS:

• CMS call reporting software; CallCopy call recording software; System Galaxy security software; QlikView reporting; GMT scheduling software
• Avaya IVR/phone system
• CSG/ACSR billing system; GLDS billing system; ICOMS billing system

PROFESSIONAL EXPERIENCE:

Confidential, St. Louis, MO

Director, Implementation and Systems Support

Responsibilities:

• Responsible for supporting day to day operations in customer care, provisioning and back office functions starting from the ground up to full implementation for various rural electric cooperatives and municipalities.
• Design training materials and train employees of rural electrical cooperatives in the implementation of billing databases in preparation for launch of telecommunications services.
• Assist in the development of policies and procedures for supported companies.
• Support Senior Vice President of Integration and Planning in an administrative capacity.
• Developed rapport with rural electrical cooperatives to support their daily functions from billing to establishing accurate records of their customers.
• Assisted in the development of training materials essential in the successful launch of telecommunications services.
• Trained end users in the necessary database functions for accurate record keeping and billing of customers.

Confidential, Potterville, MI

Customer Care Manager

Responsibilities:

• Created and facilitated monthly Leadership development workshops resulting in increased coaching efforts, a higher level of professionalism and better overall employee performance.
• Developed and implemented an employee career path and recognition program increasing employee morale and lowering employee churn. Zero churn year-to-date August 2012.
• Launched customer service representative incentive program and sales training initiative which increased overall sales by 12 percent and the sales close rate by 28 percent during initial three month period.
• Identified subject matter experts throughout Confidential team to implement skill based routing, increasing focus on customer specific needs by call type.
• Introduced skill based routing to enhance revenue growth through sales expertise and training, placing renewed visibility on new sales, upgrade and retention opportunities.
• Assisted in the successful transition of outsourcing customer Technical Support calls.
• Introduced our Customer Care Resolution Team, consisting of Lead Customer Service Specialists and Customer Fulfillment Specialists, centralizing customer escalation handling and decreasing overall customer escalations by 66 percent in the first six months.
• Facilitated the introduction of our core company values, fostering a motivational and integrity driven workplace.
• Participated in successful transition to new billing platform, streamlining processes across the company.
• Assisted in launch and implementation of new call recording software, improving the customer experience through effective coaching and improved soft skills.
• Participated in the identification and documentation of work and process flows. Updated job aids for higher level of efficiency and streamlined employee learning materials.

Senior Customer Service Supervisor

Confidential

Responsibilities:

• Led Confidential through consolidation of three call centers into one central Confidential .
• Assisted in the development and maintenance of Confidential statistical reporting; ACW, ACD, Schedule adherence/compliance, hold time index, productivity, service level.
• Created and implemented performance management records; monthly scorecards, team standings and rankings, career path eligibility, corrective action steps, coaching improvement program and documents.
• Invented and managed Confidential performance incentives; Confidential based, team based, individual based.
• Helped to establish and maintain facilities and vendor relationships.

Customer Service Supervisor

Confidential

Responsibilities:

• Regularly monitored customer encounter calls for service excellence assurance.
• Compiled, interpreted and distributed reports to senior management highlighting department performance.
• Reviewed daily employee schedules to ensure adequate staffing.
• Evaluated employees monthly and annually to ensure compliance with metrics, performance standards and attendance expectations.

Confidential, St. Paul, MN

Customer Service Supervisor

Responsibilities:

• Executed training and launch of second billing system to support customers across additional company regions.
• Trained and supervised team in virtual Confidential functions and environment.