Manager Customer Service

Shane Anderson

Denville, NJ ***** 973-***-****

adbu11@r.postjobfree.com linkedin.com/in/shane-anderson-7096a374

CUSTOMER SERVICE MANAGER

Versatile, highly motivated manager with a record of building successful customer support infrastructures for nationally known brands to support full market potential. Client-focused professional experienced in coordinating daily business operations and administrative functions. Demonstrated ability to analyze and streamline business systems to increase productivity, service quality, and profits. Call center operations and management as well as required ACD tools for proper reporting and administration. Adept in people management, budget oversight and cost controls. Core competencies include:

• Business Development • Negotiations & Contracts • Conflict Resolution

• Call Center Management • Client Relations • Risk Management

• Cost Reductions • ACD Functionality • Strategic Planning

• ACD Reporting & Administration • Business Communications • Policy Creation

EXPERIENCE

REALOGY, Madison, NJ January 2014 – July 2019

Customer Support Manager

Oversaw the day to day operations of a high call volume support center, fielding 1,500 to 2,000 calls daily, for a large, multi-brand real estate company.

Managed a team of 25 direct reports supporting direct brand employees up to and including senior leadership, and employees/owners of franchises.

Monitored daily processes and performance utilizing detailed hourly reporting to assure team is meeting agreed upon SLAs and attending to high priority issues.

Oversaw team scheduling, payroll, personnel file administration, and performance reviews.

Produced daily, weekly, and monthly reports for senior management via ACD and ticketing system.

Developed and maintained regular interactions with members of all brands, from system administrators and brand ambassadors to senior leadership, up to and including C-suite executives.

Collaborated with development teams to assist with the rollout of new systems and applications, and oversaw training of the support center team.

Directed support center in the successful rollout of major applications including the transition of the email system and upgrade to Windows 10 operating system.

Assisted with the development and rollout of current ticketing system from server to cloud base application, as well as updating system rules and flow pattern.

Successfully resolved high level issues for franchisee clients, as well as corporate users that were business critical and time sensitive.

Maintained positive relationships with franchisee clients and positively promoted brand loyalty.

Assisted with the transition of current support center to new off-site support team.

Shane Anderson adbu11@r.postjobfree.com Page Two

REO ALLEGIANCE INC., Bayonne, NJ July 2008 – December 2012

Client Services Manager

Managed business, regulatory compliance, and other factors influencing effective management of operations for nationwide property service firm.

Managed a team of seven employees and five direct reports.

Evaluated and analyzed customer account information and recommended customized solutions.

Resolved service-related issues and escalations.

Maintained processes for continuous improvement, identified systemic issues, and developed strategies to reverse negative trends.

Shared information and knowledge with other team members to reduce repeated issues.

Captured customer contact accurately and concisely within data management systems.

Researched customer business models and operating structures to offer strategic logistics solutions.

Trained and mentored CSR agents.

Represented the company at annual trade shows and client site visits as key liaison.

Introduced clients to company’s proprietary applications used to report service issues and problems; expedited delivery of troubleshooting and saved the company and client money.

Created system allowing company representatives to work from home and support clients during weekend and off hours.

Played a key role in resolving multi-million dollar performance issue deemed the company’s fault; worked closely with client in crisis to repair relations and ultimately create a stronger alliance with the customer.

ADDITIONAL RELEVANT EXPERIENCE

UPS, Morristown, NJ

Call Center Supervisor

Senior Help Desk Technician

EDUCATION

Associate of Arts (A.A.), Information Technology

UNIVERSITY OF PHOENIX, Phoenix, AZ

TRAINING & DEVELOPMENT

Certification in Data Center Operations, Chubb Institute

Diploma of Completion, Dale Carnegie Training

• Effective Management • Conflict Resolution • Project Management • Team Building

• Time Management • Values in Diversity • Training

TECHNOLOGY

• Microsoft Office Suites • Zendesk • Ivanti HEAT • PeopleSoft

• AS & OS 400 Systems • Avaya ACD

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