SUMMARY

Highly motivated, customer service manager with eighteen years experience seeking a customer service management position. Proven results in creating, maintaining, and enhancing customer relationships. Skilled at critical thinking to identify/pinpoint issues and make actionable recommendations. Experienced with supervising employees in sales, customer service and support operations. Excellent coaching skills and has the ability to boost performance of team members.

TECHNICAL SKILLS:

Proficient in: MS Office Suite, Ecometry/Minisoft Operating Systems, CW Serenade/Micros Retail Operating System, Performance Now Performance Evaluation System, Mitel Customer Contact Management System, TASKE Call Center Management Software,LivePerson Chat.

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service Manager

Responsibilities:

• Oversee the daily operations of the call center sales department consisting of 40 telephone sales reps 1 evening supervisor and 6 group leaders.
• Realize a 90% reduction in escalation of customer complaints to the owners of the company. In 2012 received recognition from the Better Business Bureau for having no customer complaints
• Increase revenue by over $50K by implementing a new after - hours and overflow call center.
• Increase call volume by 5000 calls per year in a department that had high idle and make busy time.
• Perform in-depth analysis of customer experience to identify improvement opportunities to point out specific enhancements in procedure and improve customer satisfaction using monthly customer satisfaction survey, customer comments on our company Facebook Page,customer letters and emails, and supervisor calls.
• Improve productivity of team through incentives that resulted in increased department average order sales and improved attendance.
• Handle ongoing department training including development of a training process and timeline for transitions to new operating systems,chat systems, or procedure/process changes.
• Oversee performance management including writing corrective actions, performance improvement plans, and annual performance review.
• Establish department goals and reporteddepartment call center metrics. (calls loss, average call handle time, average speed of answer, average call center order sales dollar, cost per call, operating costs of our after hours call center company/partner).
• Identify and monitor competitors to make recommendations for competitive pricing on shipping and gift-wrapping charges.
• Monitor and process department payroll

Sales Department Supervisor

Confidential

Responsibilities:

• Managed a team of 50 personnel in the daily operations for an inbound call center consisting of sales, customer service and support members.
• Interviewed, selected and trained all team members and new hires.
• Mentored and monitored the telephone sales staff to maximize performance and ensure that department goals were met.
• Oversaw performance management including writing corrective actions, performance improvement plans, and annual performance review.
• Reporteddepartment call center metrics. (calls loss, average call handle time, average speed of answer, average call center order sales dollar, cost per call, operating costs of our after hours call center company/partner).
• Process department payroll

Evening Sales Supervisor

Confidential

Responsibilities:

• Oversaw the daily operation of the evening sales department consisting of 15 telephone sales reps and 2 group leaders.
• Led team to exceed department goals of 2% or less of call loss, 80% ACD, 2% make busy and 30 seconds or less average speed of answer.
• Oversaw performance management including writing corrective actions, performance improvement plans, and annual performance review.

Evening Group Leader

Confidential

Responsibilities:

• Monitored incoming telephone call volumes, staffing levels and productivity to decide whether to divert calls to the off-site call center. Processed payroll.

Telephone Sales Representative

Confidential

Responsibilities:

• Took incoming sales calls and process orders in MACS and Ecometry system. Answered product questions and assisted customers in choosing the product(s) that best suited their needs.
• Entered mail orders, catalog requests, and catalogs removals in the MACS system.

Customer Service Representative

Confidential

Responsibilities:

• Worked in the service department, answered calls, product questions, and placed customer and outside sales representatives orders.

Office Manager

Confidential

Responsibilities:

• Oversaw the daily operations of a Electronics Distributing company.
• Answered calls from clients and outside sales force and assisted in other areas of the company as needed.

Office Manager

Confidential

Responsibilities:

• Answered phones, accountsreceivable and payable, processed and submitted payroll,insurance policies, ordered office supplies, ensured all office equipment worked properly.