Customer Service Manager Resumes in US-California-Silicon Valley/Peninsula: Melissa

Customer Service Manager Resume

Contact Candidate

Name:

Melissa

Location:

US-California-Silicon Valley/Peninsula

Experience:

Most Recent Job Title:

Customer Service Manager

Objective:

Obtain a position where I can be a part of a team that provides world class customer service. I will contribute to this team by using my excellent product knowledge, customer service skills, and training experience.

Resume Text:

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Key Skills

10+ years Customer Service/Operations management experience Excellent computer skills *certified Microsoft user Excellent written and verbal communication 6+ year of call center management experience

Work Experience

Various inc. 2008 to Present

Customer Service *200 Websites

• Provide Customer Service by phone and through website support for over 200 websites

• Respond to customers by email and mail correspondence daily

• Assist customers with escalated concerns to ensure 100% satisfaction

• Address billing concerns and process orders and refunds

• Document communication with customers for future reference

• Troubleshoot technical issues and research to assist customer

• Work under pressure of deadlines to meet performance metrics

Teleperformance; AT&T Wireless Account 2007 to 2008

Customer Care Operations Manager

• Managing day to day operations of a site of 500 employees

• Managing quality, products and customer satisfaction programs to ensure metrics are being met

• Effectively monitored monthly attrition and employee morale to ensure it was at an efficient level

• Worked with multiple sites, responsible for meeting client goals and expectations in real time customer satisfaction, performance metrics, efficiency and quality assurance

Alaska Airlines 2006 to 2007

Training and Recruiting Manager; Reservation Call Center

• Supervision of a team of 15-20 employees; managing day to day performance

• Support Customer Care in responding to Calls and Web suport regarding flight reservations

• Recruiting and Hiring events that resulted in over 300 new hire employees

• Respond to feedback and customer concerns to resolve issues; baggage, flight delays

• Support of email correspondence from customers

• Travel and support of multiple sites in the Northwest

DirecTV Customer Care Call Center 2004 to 2006

Customer Care Team Supervisor

• Supervision of a team of 15-20 employees; managing day to day performance

• Developing and leading agents to goals and expectations and coaching and developing staff

• Handling customer escalations to resolve concerns and provide excellent customer service

• Quality assurance and performance documentation

Micron Technology Semiconductor 1994 to 2002

Manufacturing Production Supervisor

• Overseeing the development, processing and transferring next generation DRAM technology

• Working closely with planning and engineering group to ensure goals are met

• Coordinate and debug issues related to running projects between fabs

• Monitor cycle times and work with engineering and planning groups to address cycle time issues

• Managing teams of production operators to ensure productivity, training and certification goals are met

• Experience in several process areas such as Diffusion, Wet Etch, CVD, and CMP

• Providing reviews of performance expectations for development of employees

• Act as a liaison between various departments to reach a common goal

• Certified on production management push-pull theory

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