Customer Service Professional

Industry:	Customer Service
Occupation:	Customer Service Manager
Highlights:	•Conceived the vision for the customer service function for iconic lifestyle brand, building a culture of customer service excellence from the ground up. •Developed project plan, migrating all customer service functions from Louisville, Ky. to Los Angeles, Ca. Assumed ownership of customer service for ecommerce orders, retail store transactions, manual order review, customer loyalty program and warranty claims. •Implemented cloud-based platform with integrated email, chat and call recording functionality •Introduced call recording and developed quality monitoring program and related metrics, •Developed and published all department standard operating procedures, •Developed standardized hiring process and training programs, •Managed relationship and lead conversion criteria for BPO, •Developed and managed Business Resumption plan,
Education level:	High School/GED
Will Relocate:	Yes
Location:	Hacienda Heights, CA

• Benchmarking performance and developing KPIs. • Monitoring, measuring performance and implementing best practices. • Developing and publishing staff training programs and department procedures. • Creating department standards for quality, security, and First Contact Resolution • Developing sales goals and selling practices • Building a contact center for future scalability. • Implementing new customer channels - voice, email and chat. • Mentoring, developing, and managing staff performance. • Developing and managing department budgets up to $4M

3/2010 - 3/2016

Guess Inc

Director / VP

• Directed all activities of e-Commerce and Retail Contact Center with a $4M budget. Oversaw performance of 27 Guess employees (54 peak season), Leadership Team, and outsourced agent Business Process Outsourcer (BPO).

3/2005 - 3/2009

Financial Freedom Senior Funding

Director / VP

• Built Marketing Call Center for premier reverse mortgage lender. Managed inbound and outbound calls, materials fulfillment, quality management, system architecture and maintenance, and vendor relationship management for direct response (DRTV) marketing call center.

11/1994 - 4/2004

Kinecta Federal Credit Union

Director / VP

• Managed operations of centralized consumer lending group (personal, credit card, automobile loans). Managed team who responded to loan inquiries and handled consumer loan applications through to funding.

Benchmarking performance, develop KPIs, implementing best practices, measuring performance, Microsoft Office Word Excel, managing department budgets, managing staff performance, Implementing new customer channels, Building a contact center, Developing sales goals, First Contact Resolution, department procedures