Call Center/Customer Service Manager Resumes in US-Pennsylvania-Philadelphia: Ines

Call Center/Customer Service Manager Resume

Contact Candidate

Name:

Ines

Location:

US-Pennsylvania-Philadelphia

Experience:

Most Recent Job Title:

Call Center/Customer Service Manager

Objective:

Twenty-Six years of experience in Customer Service Call Center environment, with extensive skills in Customer Service Supervisor in exceeding expectation such as managing day to day tasks, coaching support, handling customer issues, providing direction to Customer Service, Outside Sales, Inside Sales, Supply Chain and providing suggestion for improvement, monitored CSA phone calls, analyzed needs, and then coached to enhance the quality of the CSA’s call handling skills, a Team player by always making myself available to help anyone inside or outside the Call Center, a “can do “Attitude

Resume Text:

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PROFESSIONAL BAKCGROUND

Matheson Tri-Gas, Inc. Montgomeryville, Pa (2004-Current)

Project Manager of Marketing/Customer Service-I have the ability to generate sales quotes, process and expedite orders, manage special projects and help customers with phone inquiries.

* Roll out new programs and business process a resource of product knowledge for the team

* Participate in Supply Chain activities to obtain product availability information, supply issues and allocate product in short supply

* Coordinate activities associated with a new product launch including special pricing, credit terms, delivery and inventory

* Communicate methods and materials pertaining to customer service and sale activities

* Responsible for designing, documenting and implementing improved process or operational policies including order processing related to the Web site.

* First line for resolution of disputes/problem solving within the sales force and customer service

* Defined service level expectations and monitoring performance within Web Center

* Assist in leading initiative to recast workflow with goal to improve operating efficiency

* Work closely with Procurement Management and Product Management

* Perform scope definition and project planning

* Ensure achievable project scope and product requirements

* Create an integrated project plan for achieving schedule, budgetary, quality, and performance baselines

* Track project team members, project lifecycle resource requirements, and ongoing resource optimization

* Bring project to closure at appropriate time.

* Evaluated employee performance and service to both internal and external customers

* Collected, compile and analyze with Cognos Impromptu program to identify opportunities for service improvement.

* Six Sigma Yellow Belts Certified responsible for running smaller process improvement projects using the PDCA (Plan, Do, Check, Act) methodology. As a Yellow Belts I identify processes that could benefit from improvement.

Liberty Industrial Gases, Brooklyn, NY (2002-2004)

Operation Manager I was responsible for a staff of 15-20 personnel and prepared and managed production schedules, and achieved all monthly goals

* Formulated and introduced business policies and strategies that led to a 100% increase in sales

* Implemented and managed safety and compliance standards

* Guided and supported warehousing, raw material / finished goods inventory, shipping, and receiving functions

* Assist in the recruitment and hiring of the most qualified applicants to meet the company needs.

* Conduct orientation, train, coach, and manage Department Managers and all associates in execution of daily tasks.

* Assist in supervision, staffing and scheduling of the workforce with particular emphasis in areas such as Customer Service.

* Ensure compliance with payroll budgets.

* Review operational reports and records to ensure adherence to Company policies and procedures

* Monitor the accuracy of receiving, transfers, debits/damages, returns-to-vendor (RTV's), and charge-backs to headquarters to maintain the accuracy of the inventory.

* Reported directly to the President of the Company or the General Manager in the President’s absence.

* Excellent communication skills were mandatory with the President of the Company. Communication is a must and can not be violated in any way, shape or form. Communication plays a very high role in this position

* Responsible for the monitoring of productivity in the sales department and for quote approvals.

* Critique and govern incoming contracts from sales.

* Report daily in writing to the President of the Company on all activity for the day and noted in the daily activity book

* Responsible for any other tasks as given by the President. These include new customer service representative training, computer and web site advising, and processing of contracts in the absence of the President.

BOC Gases, Lebanon, NJ (1997-2002)

Call Center Supervisor- Role models, leader that can solve problems, make informed decisions and manage/supervise the department wisely in order to achieve maximum results. Managed 25 Customer Service Agents Inbound Calls.

* Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the Customers

* Effectively provided coaching within feedback, coaching, training and developing skills in a variety of areas including: Basic Technical Expertise, Systems Knowledge, Business Knowledge, Customer Service Skills and Processes and Procedures.

* Supervise and schedule CSR’s and ensure compliance with payroll budgets.

* Communicate all information to CSR’s regarding special promotions and sale items.

* Ensure that all transactions that affect the company inventory are processed accurately by auditing the Sales Exception Reports.

* Authorize and ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts.

* Oversee compliance of CSR’s with established Company policies and standards

* Help solve problems that affect the service, efficiency, and productivity of the company

* Effectively communicate Upper Management directives, policies and procedures to team member. Exhibit effective interpersonal skills during feedback, coaching or training of CSA Generalist

* Establishes an effective internal and external network of resources to resolve customer service issues.

* Understands and follows appropriate problem escalation protocols within upper management structure

* Manage decision making when applicable, applied a focused, organized approach using appropriate systems processes and resource to ensure order accuracy and completeness.

* Analyze and act on open reporting issues, follow-up and act on daily deferred order reports, identify, follow-up and address issues that could effect customer service from the daily support call logs, and distribute daily individual team call statistics report

* Work with management to manage and sustain call center and customer relationship management (CRM)

* Point person for coordinating daily communication with field operations.

* Roll out new programs and business process a resource of product knowledge for the team

Wilson & Stokes, Inc, Trenton, NJ (1982-1997)

Office Manager – Managed the entire office administrative of 10 and supported operations in all department of a large company.

* Responsible for directing workers and seeing that their jobs are done efficiently.

* Decided what administrative support duties are needed in their department or company.

* Decided what qualifications are necessary to perform the job

* Hire administrative support staff , control promotions and determining salaries and working conditions

* Devise training programs for new workers.

* Made sure that job duties are not unnecessarily duplicated in the office.

* Redefine duties in order to achieve maximum efficiency.

* Decide how much time it should take to do each job.

* Responsible of planning and developing work schedules.

* Acting as liaisons between administrative support and the senior management.

* Reported on the progress made by their departments in meeting company goals.

COMPUTER KNOWLEDGE

Emarketing Campaigns (Data base to launch and advertisement by Email)

Strong knowledge of Impromptu (Data base system to pull Analysis of sales, calls etc.)

Strong knowledge and Proficient in Microsoft Office (Excel, Word, and Outlook)

SKILLS

Management or supervisory experience in a face paced technology call center for advanced technology products and services.

Excellent English language oral and written communication skills

Ability to balance multiple priorities

Excellent customer service skills

Business Skills, Analytical, Communication, Coach, Leadership, Decision Making, Interpersonal

Ability to motivate others within organization

Strong Supervisory Customer Service Skills

Strong Coaching, initiative and leadership skills

Recruit and train existing customer service personnel

Strong experience with performing detailed statistical analysis and root cause analysis

Ability to make decisions and recommendations based upon analysis

Knowledge and understanding of change process and requirements for success

Roll out new programs like the GSA General Services Administration Federal Supply Service,

Web Enable for Distributors

LANGUAGE

Bilingual-English/Spanish

CERTIFICATE,

Six Sigma Green Belt 2009

Six Sigma Yellow Belt 2007

Safety Awareness, 2008

Integrity Award 2000

Excellence Award 1999

EDUCATION

Associate Degree, Business Administrator, Ashworth College, Norcross, GA

Bachelor Degree, Business Management, Almeda University, Boise, ID

REFERENCE:

Judy Long Vice President of Customer Service 215-648-4030

Kevin Wassel Director of Marketing 215-429-3076

Tim Brossard Technical Service Manager 908-268-9812

Salary Requirement:

$58,000.00 minimum a year plus Benefits

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