Customer Service Manager Career Research and Resources
Motorola
Improved post sale support (repair, replace, and reverse logistics services) for major wireless carriers in North America, a critical element of the Motorola value proposition. Budget responsibility of ~$400M. • Revamped operational product repair processes behind two carriers, resulting in improved scorecard ratings (to “B”) • Collaborated with sales to realigned customer facing personnel, resulting in improved car...
Avg. Salary: $170,000 · Company Rank: Not Available
Tellabs
Promoted to lead post sale B2B customer support services organization, providing $90M in large sale project managed product support services revenue with an organization of ~750 employees (engineers, technicians, project managers, program management staff). • Exceeded revenue plan by 18%, exceeded gross margin target by 11% by implementing new outsourcing strategy • M&A experience: lead integration of an acquired com...
Avg. Salary: $170,000 · Company Rank: Not Available
Tellabs
Assumed responsibility for all of field operations in North America, providing network equipment installation services for North America Telecommunications carriers. Budget of $12M, 300 employees, and 20 suppliers. • Drove multi-faceted effort to improve engineering and installation quality resulting in quality improvement from 76% to 93% • Fostered teamwork to drive on-time deployment to record levels (96% on time) ...
Avg. Salary: $170,000 · Company Rank: Not Available
MCI /Verizon
Promoted to consolidate, streamline and improve services of the regional operations center responsible for the delivery of transport switched services for customers in a ten state region. Budget of $5.4M. Leadership responsibility for 200+ employees. • Managed integration of operations support for three companies post-acquisition (MCI, MCI Metro, MFS) • Improved revenue attainment and customer satisfaction by reduc...
Avg. Salary: $170,000 · Company Rank: Not Available
ii2P
• Managed daily activities and agent performance for a multi client call center of 185 agents providing 24x7 service and support to a global customer base. Increased agent productivity over 25% by streamlining internal processes and adherence to average handle time targets. • Manage daily activities and performance of a 28 agent call center team providing 24x7 support to a manufacturing client in an outsourced call cent...
Avg. Salary: $67,500 · Company Rank: Not Available
TDG MARKETING & CONSULTING SERVICES
• Owned and managed independent consulting business, providing a variety of technical and project management services aimed at improving customer service and satisfaction. • Handled all aspects of business, including customer service, sales, purchasing, accounting, solution design, implementation and employee hiring and training. • Managed multiple customer service enhancement projects for a diverse client base provi...
Avg. Salary: $67,500 · Company Rank: Not Available
COMPUTER SCIENCES CORPORATION (CSC)
• Managed a team of call center agents providing 24x7 support to CSC employees worldwide. Effectively handled the introduction of new support services, as new business frequently transitioned into the call center growing the team from 10 to 40 agents in less than a year. • Managed a call center team comprised of 65 agents providing 24x7 support to a nationwide client base with stringent service levels and government re...
Avg. Salary: $67,500 · Company Rank: Not Available
Volt Technical Resources
Directed a culture of serving the customer care and sales call center operations in three geographical locations while building a culture of teamwork. Disciplines included Call Center Staff Management along with broad-based experience in Training, Quality Assurance and Instructional Design. Led the training of 2000+ new hires and seasoned employees. Managed the training staff to ensure proper performance management develop...
Avg. Salary: $60,000 · Company Rank: 5.0 out of 5
American Wireless
Responsible for leading and managing a team of Inside Sales and Customer Service Reps to resolve all customer issues, concerns, and complaints without higher-level intervention. Monitored calls and coached employees on opportunities for improvement. Met with the team weekly to set goals and assess progress to maintain an extremely high level of customer satisfaction. Implemented strategies to earn new clients and prepared...
Avg. Salary: $60,000 · Company Rank: 5.0 out of 5
Comcast Cable
As a Sales Manager, I managed the sales of new and existing products and services. Attained profit objectives, increase sales and market share. Responsible for satisfactory sales and profits as determined by operating plans. Coordinated special sales events, open houses, and customer appreciation events. Created and developed a sales environment for sister territories. Created and facilitated training of new sales associate...
Avg. Salary: $60,000 · Company Rank: 4.0 out of 5
