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CUSTOMER SERVICE MANAGER Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 15679 |
| Desired Job Location: Tacoma, Washington |
Date Posted: 9/18/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 09/17/2007 |
| Desired Wage: 45000.00 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: Yes |
Experience:
Tel West Communications Seattle, WA.
Customer Care Manager Aug 2005 to Feb 2007
· Recruited by telecommunications firm-CLEC, to implement department wide changes, to improve customer care, improve cost structure, enhance operating performance, oversee regulatory compliance and reduce departmental turnover.
· Instituted Customer Win Back Program & Customer Retention Referral Program. Results included: reducing customer turnover by 35%, and increasing new customer base by 20%.
· Oversaw multi-departments consisting of Customer Care, Provisioning and Financial Services. Responsible for improving operating performance, customer service, including sales, as well as increasing collection revenue. Results included: 73% reduction in dropped calls; 46% improvement in Average Speed Answered (ASA) and 21% increase in collection revenue.
· Orchestrated two multi-departmental projects that included the creation of online training manuals for three departments and integrating the Customer Care, Provisioning and Financial Services Departments. Results included: An overall Operational Performance increase by 30% and reducing departmental cost by 25% over 9 month period.
Sky Bridge Wireless Inc Las Vegas, NV
Director Of Operations Aug 2004 to July 2005
· Recruited by CEO of 15 million dollar startup wireless firm for the Las Vegas Valley, initial responsibilities including, creation of Customer Care and Sales Departments. The signing of internal company procedures including sales and customer service script designs, recruiting and training guidelines, promotional procedures as well oversee corporate regulatory compliance for the SEC
· Oversaw day-to-day operations for the high-speed/broadband wireless internet company.
· Assist in securing financing, leasing and lines of credit for the company
· Successfully developed and implemented processes to increase the companies profile for the Las Vegas Valley, including: Radio, Television and Print media
· Assisted in the development of a sales marketing campaign for VoIP
· Responsible for developing human resource polices and procedures, including compensation reviews, staff reviews as well as constructing long-term benefit programs.
1-800 Reconex Inc Portland, OR
Call Center Operations Manager Nov 1997 to July 2004
· Over-saw operations of 100 seat inbound/outbound telecommunications call center
· Wrote, designed and produced an online training manual for customer service and sales operations
· Instituted collection program for customer service operations (reduced post-paid collections debt by 34%)
· Instituted a call center variable incentive program linked to result metrics. (Improved department productivity by 25% over 9-month period)
· Created multi- tier program to handle escalated customer service complaints. (Reduced customer service complaints by 34% over 8 month period)
Office Depot Stores Tigard, OR
Customer Service Manager Mar 1993 to Oct 1997
· Managed front end operations 19 million dollar retail store and supervised up to 55 employees.
· Over-saw stores delivery center of over 900 daily customers, which included 35 additional employees and 8 delivery trucks
· Established credit limitations for commercial accounts
· Assigned responsibility for investigation of fraud cases and possible legal action.
· Responsible for the collection of monthly past due commercial accounts
· Spearheaded process for improvement projects to ensure accurate and timely delivery of office products, reduced shrink costs and increased effective relationships with customers and vendors. Results included 48% improvement in product accuracy/reliability; 99.6% on time delivery of products to daily customers; 37% improvement in overall customer satisfaction ratings.
· Compiled and analyzed statistical data on fraudulent use of credit cards to develop procedures designed to deter and prevent use of cards. (designed internal programs to assist in the reduction of fraudulent activity. These programs were later used company wide)
IMFAX Mortgage Credit Reporting Seattle, WA.
AVP/Operations Manager Mar 1983 to Feb 1993
· Recruited by President and Founder of Mortgage Credit Reporting Customer Care Center, to implement customer care and sales programs, as well as restructure internal policies and procedures to increase company profit margin and reduce excessive spending.
· Directed staff consisting of 65 customer service agents as well 3 internal and 2 outside marketing represenitives.
· Developed marketing program to increase companies visibility in the Portland metro area including a well designed out-bound marketing campaign which resulted in 35% increase in market share over 12 month period.
· Optimized performance measurement system for customer service department, which resulted in a 30% reduction in staff turnover, increased profitability by 15% from previous year.
Education:
BACHELORS DEGREE 1984
Affiliations:
NONE
Skills:
· Strategic Planning and Leadership
· Organizational Design and Development
· Customer Service, Sales & Marketing Script Designs
· Inbound/Outbound Call Center Operations
· Cross Functional Team Leadership
· P & L Management
· Training and Staff Development
· Nortel Symposium 4.5
· Aspect
· Mas 90
· Lucent BCMS Vu
· Cost Guard
· Blue Pumpkin
· Excel, Word, Power Point, Viso
· ACD Call Routing
· IVR/Auto Dialer Applications
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
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