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| Desired Industry: Customer Service/Technical Support |
SpiderID: 29265 |
| Desired Job Location: Schaumburg, Illinois |
Date Posted: 10/22/2009 |
| Type of Position: Full-Time Permanent |
Availability Date: 10-22-09 |
| Desired Wage: open |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: No |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
I am seeking a challenging opportunity where my experience in developing customer relationships, overseeing service fulfillment, investigating and resolving problems, and achieving goals can be valuable assets to your team.
My experience as a supervisor involves guiding and directing staff in identifying and achieving solutions for customers from a wide range of socioeconomic and cultural backgrounds. Additionally, as a team lead, I have been responsible for motivating staff to meet project goals and timelines. This activity involves a thorough knowledge and ability to enforce company policies and procedures.
In recognition for my leadership, team communication and organization, I have developed and implemented new programs and have developed initiatives that have resulted in improving customer service capabilities.
At your earliest convenience, I would welcome an opportunity to meet with you in a personal and confidential interview to discuss how my skills can best serve your needs.
My salary requirement is negotiable depending on expanded job description or other factors that influence the compensation package you have to offer.
I appreciate your time and look forward to our meeting.
Experience:
Senior Account Manager, DataMart Direct, Inc., Hanover Park, Illinois 2008 - 2009
• Managed and maintained client communications, follow through, and compliance on all deliverables.
• Responded to client issues and concerns as solution resource for ensuring timeliness and efficiency.
• Prepared and approved invoices in an efficient manner, investigated and resolved discrepancies.
• Liaison between clients and team as contact point to ensure that services meet client expectations.
• Selected to evaluate all processes to ensure conformity with all standard operating procedures.
Supervisor, Customer Service, Fellowes, Inc., Itasca, Illinois, 2006 - 2008
• Led all sales, customer partnership and visual merchandising initiatives within Customer Service, including achieving department goals for value-driven sales, service and efficiency.
• Established reputation with numerous customers for service excellence and reliability.
• Reviewed the daily schedule to manage inbound calls in a timely and efficient manner.
• Guided staff in continuous quality assurance for appropriate call response and problem resolution.
• Restructured and implemented the New Hire Training Program.
• Received a letter of commendation from the CEO of Fellowes, Inc. in recognition of team success.
Manager, Customer Relations, Iron Mountain, Hanover Park, Illinois, 2002 - 2006
• Scheduled and coordinated workload as team lead and rep of this professional service providing
records management and document imaging to legal / medical services, hospitals, cities and counties.
• Achieved service excellence as a coach and adviser to service, administrative and data entry staff.
• Built rapport with accounts resulting in repeat business and mutually profitable customer relationships.
• Created and implemented customer surveys indicating level of satisfaction with services provided.
• Participated in meetings to analyze survey results and build strategies for improving service capabilities.
• Task force member responsible for developing and implementing one-on-one call coaching procedures.
• Led team of two employee-of-the-year candidates; facilitated their growth and development.
Supervisor, Client Services, Experian, Schaumburg, Illinois, 2000 - 2002
• Supervised client services representatives and technicians in the direct market industry.
• Responsible for overseeing the timely and accurate completion of project specifications and deadlines.
• Met with clients, communicated by phone, fax and e-mail to confirm project specifications.
• Created a recognition system honoring employees who achieve projects and timelines before due dates.
Supervisor, Risk Management, JP Morgan/Chase, Elgin, Illinois, 1993 - 2000
• Ensured achievement of service levels and problem resolution in the Risk Management Call Center.
• Coached staff in identifying, resolving, and responding to fraudulent charges.
• Monitored staff performance and conducted annual reviews.
• Led team responsible for investigating and minimizing losses.
Team Lead, Credit Call Center, promoted to Supervisor, Risk Management
• Supervised credit analysts, increased credit limits, and responded to credit related inquiries.
• Consistently achieved daily service level of 90+% by motivating staff and monitoring performance.
• Implemented quarterly recognition programs designed to encourage teamwork and reward top performers.
• Nominated for Lead Award given to the supervisor who outperforms all peers.
Education:
Currently pursuing Associate of Arts in Business Management, Elgin Community College.
Vocational Specialist Certificate, Supervision and Administration, high honors, 1999
Candidate Contact Information:
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