SUMMARY

• Dedicated manager with over 15 years of experience in call center, IT and training environment. Consistently achieve record - high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
• Consistently maintained IT networks and CRM AdministrationRespected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all quality assurance and call center operations policies.

Areas of Expertise

• Customer Service Management
• Complaint Handling & Resolution
• Call Center Management
• Account Management
• Client Facing
• IT Management
• Sales & Margin Improvement
• Helpdesk Resolutions
• Teambuilding & Training
• Project Management
• Human Resources (HRMS)
• VOIP Management

TECHNICAL SKILLS

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, Payroll, leadership, performance assessment Leadership, Management Training, AECR, HR Certifications, Project Management, ISO 9001 and Triple C certified.

Software: Microsoft Office, QuickBooks, Paychex, ADP, Salesforce, Clarify, Insite, Merchant Account Management, Barracuda, Microsoft CRM, VM Ware, IEX, Witness, PeopleSoft, Adobe Captivate, Domain Controller, Exchange Server, Avaya & Cisco phone systems.

PROFESSIONAL EXPERIENCE

Confidential — Charlotte, NC

Senior Program Manager

Responsibilities:

• Responsible for leading an operational team of managers and associates by establishing goals and expectations for team oversight, sets direction and influences the team’s performance through the development and coaching of managers
• Responsible for ensuring the program is operating in accordance to Client SLA’s, compliance standards and operational efficiency
• Works with the client to provide program updates, regular reporting, and addresses and resolves all client related issues and concerns. In addition, collaborating with the Director and Business Development on new business initiatives, as well as offering creative solutions to expand service offerings to clients
• Managed the implementation of NEW CRM platform Fusion (salesforce.com based)
• UAT leadership
• Database Updates

Confidential — Charlotte, NC

Director of Customer Care

Responsibilities:

• Point of Contact for DME and Pharmaceutical contractual customers (Cardinal/McKesson/CCS/Arriva). Ensured we met contractual agreements and commitments. Created specialized groups to address their individual needs
• Responsible for maintaining and exceeding contractual SLA (service level agreements) with our partners for insurance verifications
• Increased our quarterly and yearly revenue to $2 Million through departmental error reduction
• Quarterly Business Reviews with clients to discuss performance metric, changes as well as new products being introduced to the market
• Managed IT Operations for site; (Responsible for CRM, Network Configurations, Exchange Server, Domain Controller)
• Project Management

Confidential

Customer Care Manager

Responsibilities:

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
• Report generation and interpretation

Confidential — Charlotte, NC

Customer Care Manager

Responsibilities:

• Manage and train remote call center customer service reps a. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Selected Contributions
• Instrumental in driving record-high sales increases
• Office Payroll Responsibility
• Exemplified the second-to-none customer service delivery for which BroadStar is known in all interactions with customers
• Quality Assurance of Call Center, including customer service call coaching
• CRM Implementation/ Administration (Salesfoce.com and Agile)
• Project Management

Confidential — Charlotte, NC

Call Center Manager

Responsibilities:

• Introduced training programs that enhanced employee performance and helped build a motivated workforce
• Manage inbound call center - including goal setting, escalated calls, product knowledge, managing call volume and sales strategies
• Support outside sales team. Contacting stores for shipping notifications, return authorizations, credit inquiries, line sheet updates, product sales as well as daily and weekly sales reports and product ranks for outside reps
• Recruiting and interviewing CSR, Supervisors and training staff

Confidential — Charlotte, NC

Training Manager

Responsibilities:

• Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives
• Managed and oversaw administrative functions to ensure all paperwork was processed efficiently and in a timely manner and met all compliance requirements
• Trained and certified new employees on all performance standards
• Basic HR Responsibilities