QUALIFICATIONS

• 10 years of Experience in a Customer Service Management Role
• Experience in Managing Inbound/Outbound Call Centers
• People Management
• Managing Processes
• Total Quality Management Experience

CALL CENTER / MANAGEMENT EXPERIENCE

Language Services Coordinator
Confidential Horsham, PA
August 2008-Present

• Part-time Call Center position (3rd shift)
• Provide over the phone assistance to US and UK clients looking for interpreters to interpret for non-english speaking customers so that every day business transactions can take place
• Clients serviced: Medical Facilities, Law Enforcement Agencies, Legal/Judicial, Insurance and Social Services Offices
• Average inbound call volume: 60-80 calls in a 4 hour shift

Subscriber Services Manager
Confidential King of Prussia, PA May 2003 – February 2008

• Call Center Management
• Oversaw and managed an inbound and outbound call center of 13 telephone representatives, 1 switchboard operator and 1 Mail Clerk
• Responsible for all daily and monthly telephone activity and processed mail reports
• Responsible for all annual performance appraisals for the department
• Oversaw and managed the incoming volume of all mail received on a daily basis
• Developed and managed scheduling for 3 shifts (8-5, 9-6 and 10-7)
• Handled all disciplinary action write ups from verbal warnings to final written
• Managed, processed and approved entire departments weekly payroll
• Interviewed and hired all staff reporting to me
• Commended for lowering employee turnover from previously held manager
• Promoted from Supervisor to Manager after 1 year of service

Customer Service Manager November 2004 – November 2007

• Call Center Management
• In addition to the above responsibilities…
• Oversaw and managed 7 Customer Service Representatives
• Successful Up Selling Program
• Reported to the Director of Information Systems
• NEW E-Retail venture selling Gifts, Medical Apparel and Gadgets Online

Assistant Manager; Customer Service
Confidential Philadelphia, PA February 2002 – May 2003
Mortgage Insurance
Responsibilities:

• Call Center Management
• Managed an inbound call center of 16 telephone representatives and 1 front desk receptionists
• Conducted monthly department staff meetings
• Tracked and maintained employee attendance
• Conducted performance appraisals
• Managed and processed payroll for the entire department
• Initiated and attended weekly conference calls with customers
• Generated, reviewed and analyzed monthly telephone reports
• Generated monthly and quarterly reports for customers review
• Assisted HR Department with hiring decisions (conducted interviews)
• Assisted Department Manager with higher level customer issues
• Worked hand in hand with E-Support Services to route inquiries from our website to the Customer Service Department

Collection Supervisor/Traffic Controller

Confidential, NJ May 2001- February 2002

Supervised the day to day operations of the Inbound and Outbound Collection Unit in a fast paced call center environment. Supervised a staff of 20 Collectors (8 Inbound Collectors and 12 Outbound Collectors). My responsibilities included:

• Call Center Management
• Supervised/Managed daily work flow of each Collector
• Prepared daily reports of call productivity
• Monitored the traffic of all inbound and outbound telephone calls
• Tracked and maintained employee attendance
• Conducted annual performance appraisals
• Conducted staff meetings
• Maintained staff morale by monitoring guidance and providing feedback
• Assisted VP of Collections with payroll issues

Customer Service Supervisor - Confidential November 1998-May 2001
Responsible for the day to day operations of running an extremely fast paced call center for a rapidly growing mortgage company that sub-services mortgage loans for other private label lending institutions (i.e.: Wilmington Trust, Boeing, TD Waterhouse)

• Call Center Management
• Monitored, evaluated, and provided feedback to a team of 13 telephone representatives that reported directly to me on a daily basis.
• Assisted representatives with escalated calls
• Played an active part in the interviewing process
• Conducted staff meetings
• Prepared daily reports of call productivity

Clerical Supervisor - Confidential September 2000 – January 2001
This position was a temporary assignment that was given to me by the VP of Customer Service. I was given the opportunity to start and oversee a new sub unit of Customer Service. I supervised a staff of 4 clerical representatives that would handle all inbound mail correspondence for the company. My primary responsibility was to write procedures for the department. That task was completed within 45 days.

Customer Service Manager
Confidential Horsham, PAMay 1998 – November 1998
Managed the Customer Service Department for a developing consumer finance company dealing in the field of Recreational Vehicles through John Deere, Inc.

• Call Center Management
• Developed policies and procedures as guidelines for Customer Service and general operations
• Cross trained to assist with audit procedures of new loans
• Cross trained to assist Collections Department with 15-60 day delinquencies
• Resigned from position before organization went under due to financial difficulties

Customer Service Team Leader

Confidential Horsham, PA
September 1993 – May 1998
Credit Card Division

• Resolved complaints and inquiries received at the management/executive level from external clients.
• Maintained superior customer relations
• Met and exceeded productivity and quality standards
• Relied upon heavily as a leader and a role model in the Customer Service Department.

MARKETING EXPERIENCE

Marketing Director, Medical Division
Confidential Abington, PA February 2008 – April 2009

• Assisted in launching retail website for Medical Professionals to purchase SCRUBS online and in our 3 retail stores(Abington, VA Beach and Richmond)
• Solely responsible for obtaining new business via onsite scrubs sales at hospitals, nursing homes and staffing agencies
• Devised aggressive marketing campaigns to promote the company and to drive traffic to the website
• Updating of website products, prices and promotions
• During peak season, assisted owner on travel assignments with onsite School Uniform Sales

SKILLS

• Familiar with usage of Google Analytics and AdWords
• Developing Standards
• Proficient in all Microsoft Programs
• Strong attention to detail, organization and follow-up skills
• Excellent communication and customer service skills

ACCOMPLISHMENTS

• Assisted in the startup of Confidential new call center in Colorado Springs – 1996
• February 1996 (GEM) Going the Extra Mile Award Winner – Confidential Customer Service Award
• Dean’s List – Confidential, Fall 1992

EDUCATION

Confidential, Blue Bell, PA
Associates Degree in Liberal Arts Fall 1992
Emphasis: Business Management

Confidential, Lawrenceville, NJ
Major: Communications