Customer Care Manager and Trainer Resume Dearborn, MI - Hire IT People

SUMMARY:

Human Resources and Organizational Development Professional
Innovative and progressive Human Resources professional with extensive practice in staffing, employee relations and employee development.
Over 15 years of management experience and collaboration with executives, employees, and customers that helped produced unique and successful programs.
Consistently looking to improve systems and standards within employee relations.
Genuine influencer who thrives on challenges and translates visions and strategies into actionable, value - added goals.

AREAS OF HR EXPERTISE INCLUDE:

TECHNICAL EXPERIENCE:

Microsoft Office Suite 2016 Kronos Salesforce Vista HRMS Confluence/ Jira Aspect Workforce Management

PROFESSIONAL EXPERIENCE:

Confidential, Dearborn, MI

Customer Care Manager and Trainer

Responsibilities:

Training SME employees how to handle situations within guidelines to produce the best customer experience both internally and externally.
Implementing changes and developments in all aspects of customer experience within the company.
Collaborating with all departments to ensure proper service to customers to improve sales and customer satisfaction.
Develop and oversee the budgets and business plans for the Customer Care department.
Recruit, hire, train, supervise, and coach Customer Care staff.
Directly leading the development, coordination, and execution of training programs for new and existing staff on customer experience.
Created comprehensive training materials utilized by new operations staff to ensure full understanding of best practices and company expectations.

Confidential, Ann Arbor, MI

Center Manager

Responsibilities:

Possessed full control and accountability over all Human Resources operations for the Confidential including managing Recruiting Supervisor and HR Intern.
Initiated and made recommendations for the adoption of performance related rewards.
Reduced involuntary attrition by 11% through implementation of quarterly employee feedback survey and incentives.
Conducted job analysis and established updated job descriptions for the US roles, which resulted in increased applicant quality.
Defined a fair, equitable and competitive total compensation package that fit and aligned with organizational strategy.
Created US employee handbook.
Successfully implemented workforce plan to staff new US location.

Confidential, MI

Area Call Center Supervisor

Responsibilities:

Gave direction in performance management, discipline, and coaching of team members.
Handled Confidential, short-term disability, and long-term disability records of employees.
Carried out a change control process for municipal changes that minimized negative customer experience and agent impact.
Maintained accurate views of employee progress and metrics to identify and capitalize upon any areas of improvement, teachable moments, or instances requiring discipline.
Acquired the information needed to update and maintain employee records including Confidential and Short-term disability. any impact or interruptions in operations through the creation of change control processes.
Led JD Power engagement rollout for assigned district worksites.
Created change toolkit for knowledge base, decreasing errors by 9%.
Recommended by Area VP for Confidential .
Due to track record of success, selected as the Interim Customer Experience Manager.

Confidential, Troy, MI

Account Executive

Responsibilities:

Oversaw assigned commercial account base, long-term account maintenance, and account retention.
Compiled, followed, and analyzed competitive data on a regular basis.

Confidential, Detroit, MI

Escalation Manager

Responsibilities:

Ensured proper staffing and staffing quality were in place to respond to daily call volume.
Guided non-exempt union service employees.
Observed and documented Confidential for the company.
Enforced a successful 10% Walk-Away code policy.
Successful completion of Managers Camp for Managers of union members.