Manager Customer Service

Ann Seling

Email: abpb4t@r.postjobfree.com

Address:

City: Lexington

State: KY

Zip: 40515

Country: USA

Phone: 859-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

High-energy Client and Operations Manager successful in building and motivating dynamic teams, both internal and external. Leverages in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion. Organized and diligent, with excellent written, oral and interpersonal communication skills. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

Educational Background:

High School Dipolma from University of North Carolina, Asheville NC 1/2001 to 5/2002 (Computer Science)

Job History / Details:

Executive Summary

High-energy Client and Operations Manager successful in building and motivating dynamic teams, both internal and external. Leverages in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion. Organized and diligent, with excellent written, oral and interpersonal communication skills. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

Core Qualifications

Account management

Direct client management

Departmental operations management

Quality management

Staff training/development

Performance analysis

P&L management

Project management

Professional Experience

October 2007 to April 2012

VIPdesk Alexandria, Virginia

Senior Client Relations Manager

Developed and executed on program strategy, operational objectives, key performance metrics and contract requirements

Developed and executed strategies to accelerate client implementation of new services/products to increase and maximize revenue streams.

Developed department's first incentive performance plan which motivated staff and resulted in a 23 percentage increase in sales.

Grew revenue profitability by 50 percentage in two years.

Reduced and controlled expenses by implementing departmental expense tracking and weekly reviews.

Managed team of 12 of professionals with 400 indirect employees.

Successful solution based selling efforts allowed overall company growth to add six new business channels in three years

Responsible for managing all contractual agreements, including writing and managing amendments and SOW's

Experienced in defining and drafting RFP's

Implemented employee retention programs which improved satisfaction by 10 percentage

Responsible for invoice management and delivery

Managed client specific Social Media structure, implementation and day to day management

Created and implemented client monthly and Quarterly Business.

October 2005 to September 2007

Affiliated Computer Services Lexington, Kentucky

Client Relations Director

Managed and drove major site launch and ramp from 800 to 2600 employees in less than two years

Directed strategic initiatives to achieve organizational growth and improve revenue.

Responsible for direct client communications and consumer satisfaction

Served as mentor to junior team members.

Approved monthly billing invoices multiple sites and programs

Responsible for achieving Key Performance Metrics on a consistent basis.

Responsible for account specific budget and performance, including payroll/labor accounting, reporting and distribution

Initiated program that standardized employee training and led to increase in customer satisfaction by 12 percentage .

Surpassed revenue goals in four consecutive quarters.

March 2005 to October 2005

Affiliated Computer Services Pikeville, Kentucky

Program Manager

Responsible for maintaining and exceeding client Key Performance Metrics, Service Level Standards and other contractual requirements

Ensured client directives were being communicated and delivered as required

Created, updated Standard Operating Procedures, as needed

Developed and lead weekly focus groups to address customer/agent issues in order to identify customer/associate, in turn improving the customer and associate experience

Produce client deliverables and meet stringent deadlines

July 2002 to March 2005

ClientLogic Oak Ridge, Tennessee

Call Center Manager

Directly supervised a team of 20 hourly employees

Managed team performance standards and compliance

Real time management of call distribution and queue status

Provided direction and guidance to agents in order to ensure consistent achievement of key performance metrics

Achieve, measure, report and communicate metric goal attainment for assigned team.

Accurate and timely communication of client, campaign, performance and system issues

Consistently achieved number of call monitoring for quality assessment and review.

Coached, mentored, and developed team for skills expansion and promotional opportunities.

Produced employee action plans for continuous adherence and quality improvement.

Education

2002 University of North Carolina Asheville, North Carolina

Bachelor of Science Computer Science

3.2 GPA

Coursework in Information Systems and Relational Databases

Affiliations

International Customer Service Association

Contact Center Operations and Management

Customer Services Management Professionals

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