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Customer Service Manager Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 2964 |
| Desired Job Location: Knoxville, Tennessee |
Date Posted: 6/27/2005 |
| Type of Position: Full-Time Permanent |
Availability Date: 08/01/2005 |
| Desired Wage: 65000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
Goal-Oriented professional with 18+ years of management-level
experience and achievements for (1) training/supervising up to 183
employees and 12 supervisors in both inbound and outbound call center
environments; (2) reducing costs by over $1.5 million; (3) improving
employee performance; and (4) maintaining high levels of quality and
customer satisfaction. Experience directing operations, developing
new programs, serving on leadership teams, and managing special
projects involving procedural, technical, quality, customer service,
and employee performance improvements.
Experience:
04/04 - Present Marriott International
Knoxville, TN
Senior Manager, Customer Service Center
Oversee Customer Service Center operations with 100+ employees
handling inbound calls from Marriott guests or corporations using the
hotels or convention facilities.
* Continuously develop/implement process, quality, productivity,
and service improvement strategies.
* Ensure that financial processes meet corporate and industry
standards/regulations.
* Measure the performance of the CSC teams to identify
underperforming areas and ensure achievement of goals.
* Attend regular meetings with other departmental managers to
review practice and develop improvement strategies.
* Supervise team member selection, performance management, career
planning, and budget management to ensure optimal use of human
resources within the CSC.
* Set goals for direct reports, hold staff accountable for
performance, provide regular coaching/guidance, conduct performance
evaluations, and manage turnover effectively.
06/02 - 04/04 Cendant Corporation
Knoxville, TN
Operations Manager, Progeny Marketing Innovations, BCI/USA
Established a proven track record of achievements with this Fortune
500 owner, operator, and franchisor of properties and subsidiaries in
the travel, hotel, real estate, car rental, and vacation ownership
industries. Held key leadership roles on projects that improved all
aspects of operations and generated continuous corporate growth.
* Directed this high-volume call center with approximately 150
agents, 7 supervisors, 3 Quality Assurance Analysts and 1 Efficiency
Analyst.
* Launched an aggressive cost reduction program and implemented a
GUI Interface System which served as a web based application to
service callers.
* Assisted in the development of a training package that improved
customer service satisfaction and quality assurance.
* Worked directly with Human Resources to create testing and
interviewing techniques for the customer service team.
* Completed the successful installation of a new Quality Assurance
monitoring system for the entire division.
* Led the focus team that implemented Balanced Performance, an
overall performance tracking tool that improved CSR performance by
142% and reduced costs by minimizing the need for additional staff.
* Restructured the Quality Assurance Department and improved
overall customer service department performance by 20% by retraining
staff and improving morale.
Education:
University Of Tennessee, Knoxville, TN
B.A., Business Administration (Concentration: Public
Administration), Dean's List; Graduate MBA Studies
Affiliations:
- Society of Consumer Affairs Professionals (SOCAP)
- American Management Association (AMA)
Skills:
* Department Restructuring
* Staff Training/Incentive Programs
* Performance Improvement
* Strategic Planning
* Budget Administration
* Project Management
* Operations Analysis/Enhancement
* Quality Assurance
Additional Information:
KEVIN BRABSON
5131 John Barber Road * Strawberry Plains, TN 37871
Home: (865) 932-3342 * Cell: (865) 789-7159
Email: kevinbrabson@comcast.net
Dear Hiring Professional:
With a successful background of promotions and achievements in
management positions with major Fortune 500 and international
companies, I am seeking an opportunity to apply my knowledge and
expertise in a management role with your organization. Enclosed is
my resume for your review that details my background.
My strengths have been evident in my ability to improve operational
systems, oversee administrative functions, adapt to evolving business
environments, and work with executive management on strategic plans
for business growth. Please allow me to highlight a few of most
significant leadership accomplishments:
* In my current position with Marriott International:
- manage Customer Service Center operations with 100+ employees
and continuously develop/implement process, quality, productivity,
and service improvement strategies.
* While with Cendant Corporation:
- currently implementing a GUI Interface System which serves as a
web based application to service callers.
- led the implementation of an overall performance tracking tool
that improved staff performance by 142%
* While with Comcast Cable Communications:
- improved customer satisfaction and employee performance by
restructuring the Customer Service Department and developing a new
customer service training program
- led the Knoxville System to earning national recognition as the
"Most Improved System" in 2000
* While with Berkline Corporation:
- reduced costs by 33% and saved the company more than $1.5 million
- won the President's Certificate of Achievement for Quality in
Service
* While with Philips Consumer Electronics Company:
- assisted in converting call center operations from manual to
automated, including leading nationwide training
- earned numerous awards for performance improvement, program
development, and cost reduction achievements
I am committed to taking the personal initiative to quickly learn
and adapt to your organization's philosophies, procedures, and
customized systems, and I feel that my diverse background will enable
me to make an immediate and substantial contribution to your
organization. I would be pleased to meet with you for an interview
to further demonstrate my qualifications, answer any questions that
you may have, and determine how our association can be of mutual
benefit.
Thank you for your time. I look forward to hearing from you soon.
Sincerely,
Kevin Brabson
Candidate Contact Information:
| Name: Kevin Brabson |
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| Street: |
Phone: 865-932-3342 |
| City: Strawberry Plains |
Fax: - |
| State: Tennessee |
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| Zip: 37871 |
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| Web Site: |
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