career objective

performance-driven customer service manager eager to contribute expertise in leading client-focused teams as well as  facilitating dynamic customer relationships toward supporting the employer in achieving business objectives

profile

ø  offer numerous years of customer service and managerial experience, with expertise in operations management, business development, staff training, and financial forecasting and analysis in call center environments

ø  facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs; build, train, and lead top-performing support teams

ø  demonstrated ability to perform multiple concurrent responsibilities in fast-paced settings; strong attention to detail and emphasis on accuracy

ø  exceptional communication, presentation, and relationship management skills

ø  fully bilingual in english and french

 

~ key achievements ~

• as customer service supervisor for verizon, direct a highly proficient team of customer service representatives in maintaining superior levels of customer satisfaction and retention; beat verizon call center credit objective by 35%, call sequencing targets by 37%, and overall performance goals by 56%
• successfully steered the transition process and played an integral role in delivering quality, call sequencing, and complex data management training for more than 100 recently hired verizon personnel; in recognition of excellent performance, chosen to receive specialized leadership training
• strategically designed, developed, and implemented proactive training and memory aid tools instrumental to maximizing both new hire and existing staff performance at verizon
• as the owner and operator of a successful restaurant, gained valuable experience in managing all business operations, including customer service, human resources, financial administration, procurement and vendor relations, and advertising and merchandising
• entrusted with comprehensive oversight of 300-seat high tech call center serving bell mobility s cellular and paging divisions; introduced process improvements, department restructuring, and employee incentive programs to drive productivity and center profitability
• led staff to consistently exceed all bell mobility corporate and division goals; implemented call segmentation, skills-based routing policies, and a virtual call center manager to best address customer service needs

professional experience

customer service supervisor, verizon wireless                                                                                    2007 c present

owner / operator, insert name of restaurant, tampa, fl                                                             2000 c 2007     

customer service call center manager, bell mobility, insert location                                                     1998 c 2000

director of recruiting, canadian red cross c blood services, insert location                                         1997

director c united weeklies, publications dumont, insert location                                                            1993 c 1996

food & beverage concessions manager, expo '92, seville, spain                                                         1992

sales & service manager, enroute card inc., montreal, qc                                                                   1991 c 1992

 

~ prior background information available ~

education

bachelor of arts in insert major, concordia university, montreal, qc                                                     1990

successful marketing management certification, mcgill university, montreal, qc                                  1991