Customer Service Leader Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 3324
Desired Job Location: Ellicott City, Maryland	Date Posted: 8/9/2005
Type of Position: Full-Time Permanent	Availability Date: August 15, 2005
Desired Wage: 45000.00
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, 25-50%
Highest Degree Attained: High School/Equivalent	Willing to Relocate: No

Objective:
To apply fourteen years of progressive responsibility in positions performing customer support services to include: project management, supervising staff, and training new employees.

Experience:
iJET INTELLIGENT RISK SYSTEMS, Annapolis, Maryland 2001 – 2005
Senior Customer Representative
• Provided Tier 1 support for high end customers to address and resolve crisis situations, specific objective and focus to retain disgruntled customers
• Trained new representatives to perform customer service daily duties
• Served as primary point of contact for multiple high end accounts
• Bonded to handle credit card processing
• Prepared documentation defining customer service role
• Provided weekly summary of activities to senior management

PEAK TECHNOLOGIES INC, Columbia, Maryland 1997 – 2001
Team Leader 1999 - 2001
• Managed the quality and quantity of customer service representatives daily and weekly work, identifying trends, maintaining throughput metrics, and identifying training opportunities to improve customer service quality
• Developed reports and briefed senior management on operational activities
• Monitored customer calls, verified required daily and weekly reports
• Completed ISO 9000 Auditor training
• Conducted internal audits verifying and validating the implemented processes and procedures were followed and in use

Customer Service Representative 1997 - 1999
• Managed inbound calls
• Reviewed product shipment dates and processed customer orders
• Served as liaison between departments to ensure customer orders processed and delivered accurately and timely
• Managed customer and account manager expectations through timely communications of status of order and any anticipated delays
• Developed and implemented tracking production tools to monitor work and provide statistical data to support senior management briefings
• Optimized and streamlined the production tools for ease of usability, resulting in organization-wide adoption of the streamlined production tools

VISA INTERNATIONAL INC, Owing Mills, Maryland 1994 - 1997
Senior Customer Representative
• Provided Tier 1 support to customers in crisis situations
• Responded to and handled general customer inquires and complaints
• Developed and provided reports to senior management on daily operational considerations and concerns with representatives
• Trained new hires to perform at required service level agreements and standards for high volume of incoming calls
• Maintained a successful production response of processing and consistently closing up to 200 calls per day

BELL SOUTH / MOBILECOMM, Calverton Maryland 1992 - 1993
Customer Service Representative / Lead Generator
• Contributed significantly to and worked with sales team to expand business revenue
• Supported organization as a subject matter expert in assisting customers and identifying root cause of issues and concerns
• Managed accounts to ensure current
• Supported sales representatives with clients requiring after hours support
• Provided technical services to prepare service for new customers and corporate accounts
• Provided customers and corporate clients with information on new services and system enhancements through outbound calls
• Established one on one in person sales calls with customers and corporate clients to increase corporate revenue

Education:
• Virginia State University - Business Management (1989 – 1992)

Affiliations:
• Parent Coaches Association Board Member
• Normandy Lanes Youth Program Director

Candidate Contact Information:

Name: Jeffrey Baker
Street: -	Phone: 410-461-8252
City: Ellicott City	Fax: -
State: Maryland
Zip: -
Web Site: