Customer Service Manager
Resume:
Lacie Jones
abi3as@r.postjobfree.com
Chattanooga, TN 37412 Cell: 843-***-****
Dedicated customer service coach with 7.5 years of experience in call center settings.
Consistently achieve customer satisfaction rankings, improvements to the bottom line, and
turnaround of underperforming operations.
Respected builder and leader of customer focused teams instilling a shared, enthusiastic
commitment to customer service as a key driver of company goal attainment Lead by
example and ensure the execution of all goals, values, and commitments.
Areas of Expertise
Customer Service Front Line Supervision Teambuilding & Training
Management Daily Administrative Tasks Metric Fulfillment
Negotiation Handling & Archiving Multiple Program Usage
Resolution Calendar Performance
Strong Motivational Skills Management/Scheduling Management
Accounts Payable and
Receivable
Professional Experience
T Mobile Chattanooga, TN; Charleston, SC 03/06 Present
Customer Service Coach, 6/07 to present
Senior Representative, 9/06 to 6/07
Customer Service Representative, 3/06 9/06
I was promoted to coach position through leadership from front line service as a representative. In this position I work hard to foster an
environment in which representatives develop high levels of service and are motivated to deliver top performance consistently as well as know
that I am invested in their development.
Specific Skills and Contributions:
Showed month over month improvement for metrics with transition SunCom to T Mobile
Remained top 10 in the call center performance on a night shift 4 months Nov Feb.
Strong commitment to world class customer service
Superior oral and written communication skills
Superb leadership and interpersonal skills
Effective time management, organization and prioritizing
Team facilitation and training skills
Strong decision making, change management and negotiation skills
Ability to work well and quickly under pressure
Maytag Customer Service Cleveland, TN 7/03 3/06
Tier 2, BCA, Care, Priority One, and Lowes/Home Depot Escalations
I advanced to throughout customer service positions in escalations, culminating in handling corporate callbacks for Maytag
products sold exclusively at Lowes/Home Depot. I was multi trained for all departments often being back skilled wherever we
needed assistance. I maintained high standards in service to our customers specializing in negotiations on corporate lawsuits
that had escalated due to damage issues. Demonstrating the leadership attributes on a regular basis will drive success:
character and enduring values, confidence, diversity and inclusion, thought leadership.
Specific Skills and Contributions:
Handled corporate callbacks for customers with extreme home damage due to appliance
failure
Trained new employee hires in negotiations for company and customer resolution.
Professional Experience
Continued
Maytag Customer Service Cleveland, TN 7/03 3/06
Tier 2, BCA, Care, Priority One, and Lowes/Home Depot Escalations
Skills:
• Provide feedback and identify opportunities to improve consumer loyalty
• Utilizing innovative solutions to resolve everyday customer contacts
• 100% dedication to Follow up that will ensure Consumer Loyalty
• Become a one and done contact; extending cross functional roles into one contact point for the customer
• Special assignments/projects assigned as needed
• Ability to know when to deviate from guidelines, or make solid decisions with no supervision
• Ability to make innovative decisions in a stressful environment while keeping the consumer at heart
• Excellent written and verbal communication skills
• Ability to work efficiently in an individual setting and within a team environment
• Commitment to integrity and respect
• Independent thinker with strong negotiation skills
• Demonstrates professionalism when representing the company
• Able to work a flexible schedule including some Saturdays
• Proven ability to use a professional demeanor to provide world class customer service
Hollenhead Construction LLC Starkville, MS 10/98 01/02
Office manager
Roles and Responsibilities:
• Calendar management
• Meeting room scheduling
• Budget management and invoice processing(accounts payable and receivable/Payroll)
• Completion rates for programs training, performance management, merit
• Separations collecting equipment, badges, processing system shut off
• On Boarding of new team members equipment, system access
• Meeting logistics/Agenda
• Arranging department meetings
• Proof reading
• Maintaining department records
• Coordinating communications for the communications team
Ordering and/or maintaining:
• Office supplies
• Equipment maintenance (purchase and/or scheduling) printers, laptops, faxes, chairs, etc.
Selected Skills:
• Strong written and verbal communication skills
• Windows, Excel, Word, PowerPoint, and Outlook
• Ability to interface with executive, other business groups, and/or clientele
• Able to proactively identify needs and pursue solutions
• Strong interpersonal skills and the ability to create and maintain solid working relationships
• Able to maintain confidentiality and exercise discretion
• Excellant follow up
• Detail oriented
Education
East Mississippi Community College Mayhew, MS 3/00 to 5/02
Took program prep courses for Windows, PowerPoint, Excel, Outlook, and Word
References
Stephanie Bostick, HR Coordinator
Contact 423-***-****
abi3as@r.postjobfree.com
Leslie Canales, Administrative Assistant
Contact 423-***-****
abi3as@r.postjobfree.com
Manager, CSA Shared Admin Repricing and lifesource
Joshua Wells,
Contact 423-***-****
abi3as@r.postjobfree.com
Contact this candidate