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Customer Care Manager And Trainer Resume

Dearborn, MI

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:

  • Employee Relations & Diversity
  • New Hire On-boarding
  • Innovative Problem Solving
  • HR Policies & Procedures
  • Employee Recruitment & Retention
  • Change Management
  • Employment Law
  • ADA/EEO/WC
  • Staff Training & Development
  • Performance Management
  • Organizational Development
  • Employee Relations

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.

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