Dedicated customer service manager with 15 years of experience; Consistently ach

ieve record-high customer satisfaction rankings, improvements to the bottom line

and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams; instill a shared, enthus
iastic commitment to customer
service as a key driver of company goal attainment. Lead by example and ens
ure the execution of all safety, security, quality and store operations policie
s.
AREA OF EXPERTISE
l Customer Service Management l Complaint Handling & Resolution
l Workforce Management l Customer Satisfaction Enhancement l
Front-End Supervision l Back in Supervisor
l Teambuilding & Training l Cost-Reduction Strate
gies l Call Center Operation
PROFESSIONAL EXPERIENCE
Customer Service Call Center Manager - 2007 to Present
Dialer Administrator and Workforce Manager 2007-2008
Alere, Atlanta, Georgia
Promoted to manager position to recruit, train and supervise 25+ customer servic
e reps and dialer representative. Foster an environment in which customer enjoy
high levels of service and employees are motivated to deliver top performance. M
anage front-end operations to ensure friendly and efficient transactions
* Reduced staff turnover by 15% in 2008, benchmarking a record-setting improveme
nt in staff retention due to the success of employee-development and morale-buil
ding programs
* Exemplified the second-to-none customer service delivery for Alere Customer is
nationally renowned in all interactions with customers
* Implement new dialer system to enhance production
Manager Customer Care - 2005 to 2007
Dialer Administrator 2005-2006
AVAYA, Norcross, Georgia
Advanced to increasingly responsible positions, culminating in management role w
ith oversight for a Business to Business customer service. Directed 18 employee
s in Atlanta and 35 employee in Oklahoma, collection on past due accounts, custo
mer complaints, billing issue cost controls. Maintained high standards in servic
e and customer satisfaction.
* Applied leadership skills to assist in managing multiple projects including di
aler, collection, call center operation and customer service procedure
* Developed and implemented operational policies and procedures to establish cal
l center AWD, ACD, IVR, Speech Recognition and Dialer System
* Ensure accurate documentation of all transactions in accordance with establish
ed procedures.
Customer Service and Telephony Manager - 2002 to 2005
Assistant Manager of Collection 2002-2003
PHOENIX HEALTH CARE HSI FINANCIAL SERVICES, Marietta, Georgia
Directed and coordinated activities conducting credit investigations and collect
ing on medical delinquent accounts of customers. Analyzed and classified risks a
s to frequency and financial impact of risk on company. Reviewed collection repo
rts to ascertain status of collections and balanced outstanding.
* Reduce company delinquency by 43%
* Established Virtual Business Office for company creating 1.5 million in additi
onal revenue
* Develop and design Call Center Solution and operation procedure
Customer Service Manager 1995-2002 - 1990 to 2002
Customer Service Representative 1990 1995
PCFS/PROVIDENT BANK, Atlanta Georgia
Communicated with other departments and management to resolve problems and exped
ite work. Supervised and coordinated activities of workers engaged in customer s
ervice activities. Reviewed and checked work of subordinates such as reports, re
corded, and applications for accuracy and content, and corrected errors. Made re
commendations to management concerning staff and improvement of procedures.
* Served on special taskforce charged with turning around under-performing assoc
iates.
* Trained CSRs and managers in five struggling department, and contributed to si
gnificant improvements in customer satisfaction
* Introduced training programs that enhanced employee performance and helped bui
ld a motivated workforce.
EDUCATION
University of Florida Bachelor of Science, Management
Clayton College & State University
Certificate in Management Intensive I & II.
Oklahoma State University
CIE Customer Innovation Excellence.
PROFESSIONAL REFERENCES
References Excellent personal and professional references will be provided on re
quest.