Occupation:Customer Service Manager |
Location:Saint Paul, MN |
Education Level:Master |
Will Relocate:YES |
Description
Passionate, Dynamic, Hands-on Call Center Manager with proven abilities to hire, lead, engage and develop high-performing teams, successfully achieving World-Class client service and customer-centricity. Able to meet and exceed all client and vendor SLAs, increase operating efficiencies, insure customer satisfaction while increasing sales revenue and reducing cost and time per client. Leadership Creating Strong Team Dynamics, High Productivity and Retention. Training and Development Phone Queue Development & Management Budgeting, Forecasting and Business analysis Call Center Operations & Management Client De-escalation & Solution Management Change Management/ "Change Champion" Product Support & Process Management Avaya CMS & ETalk Expert User Business to Business Relationship management Reporting and Statistical Analysis Remote team management Chrystal & Custom CMS Reporting & Analysis Voice & Data Analytics
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| (Confidential) | Repair/Rma Specialists (Eden Prairie) And Data Entry Specialists | 1/2014 - Present |
| Minnesota Department Of Revenue | Revenue Collections Officer Ii | 1/2012 - 1/2014 |
| Wells Fargo | Client Services Manager Ii | 1/2004 - 1/2011 |
| Wells Fargo Home Mortgage Servicing & Post Closing | Customer Service Operations Manager/Trainer | 1/2000 - 1/2004 |
Accomplishments
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