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Customer Service Manager Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 9431 |
| Desired Job Location: seattle, Washington |
Date Posted: 10/30/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: asap |
| Desired Wage: 55,000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
Results-oriented business professional with experience working on multiple projects, and total judgment for quality and details of the finished product. Possess a valuable blending of leadership, creative, and analytical abilities that combine efficiency with a strong work ethic to produce bottom-line results.
Experience:
Washington Mutual Bank - Bothell, WA
Customer Service Manager, June 2002 ¡V July 2006
Supported department Key Performance Indicators (KPIs) by providing day-to-day operational supervision for assigned team of 25 telephone bankers. Additional responsibilities included but were not limited to publishing and distributing communications to the workforce in order to provide notifications of upcoming events, training initiatives, and changes to the customer care centers.
„« Supported KPI performance through banker one on ones, performance coaching, employee training and development, segment reports, work flow management, scheduling, and observed eCoach calls and provided written and verbal feedback, organized and conducted weekly and monthly team meetings
„« Acted as a liaison between domestic and international call centers; provided support to our outsource vendor sites in Manila, Philippines, including; support to management team, telephone banker training and mentoring, department meetings, worked with management to ensure vendor agreement terms were met and reported project status to management daily
„« Managed the Consumer Loan Servicing (CLS) queue during transition from Seattle to Bothell; interviewed and hired over 100 CLS agents in one quarter while managing a team of 50 new hires
„« Coordinated and executed call center wide activities with the Employee Recognition Spirit Committee
Business Analyst, Technical Writer February 2005 ¡V July 2005
Maintained Washington Mutual¡¦s Online Manual by writing new procedures and updating existing procedural documents to ensure consistency and accuracy while reducing Average Handle Time for the workforce.
„« Worked with various departments within bank to gather information and understanding of processes and service levels
„« Maintained project documents; project schedules, issues/action items, status reports, project documentation, presentation aids, spreadsheets, manuals, bulletins, communications, alerts, charts and templates
„« Monitored status of ongoing work, projects, and assignments; prepare ongoing activity report reflecting project status, schedules, risks, team activities, change control and issue identification, tracking and resolution
Customer Service Manager Internship, January 2002 ¡V March 2002
Enhanced management skills by interning with a Customer Service Manager. Assisted with daily operations and team management.
„« Delivered performance documentation; performance reviews, call observation feedback and daily performance statistics, organized and conducted weekly and monthly team meetings
„« Coordinated a call center wide project celebrating Washington Mutual¡¦s brand attributes
Business Operations Analyst, May 1999 ¡V June 2002
Provided quality assurance by measuring customer service representatives according to Washington Mutual¡¦s Quality Assurance Guidelines.
„« Observed up to 600 calls a month; provided written feedback for coaching and training purposes
„« Worked with management to ensure department goals were achieved and handled dispute resolution
„« Mentored new and existing employees and presented Quality Assurance Guidelines to new employees in training
Telephone Banker I/II, June 1998 ¡V May 1999
Assisted Washington Mutual customers by applying knowledge of bank guidelines and procedures.
„« Assisted over 100 customers a day with focus on meeting customer¡¦s needs while following established policies and procedures
„« Consistently met and exceeded established Key Performance Indicators; handle times, quality assurance goal and wrap up and idle use and provide mentoring support to peers
Education:
Education: Edmonds Community College Edmonds, WA ¡V Credits earned towards Associates 1997-1998
Training: Washington Mutual Bank Bothell, WA ¡V Operational Excellence Course, Atlas Accelerated, Community Reinvestment Act, Communication Styles, Giving/Receiving Constructive Feedback, Bringing out the Best in Others, eCare/Kana Training, Siebel and eCoach
Candidate Contact Information:
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