career objective                              

customer-focused manager eager to contribute superior leadership, team building, and communication skills toward supporting the employer in optimizing operational and financial performance

 

profile                                                

ø  offer twenty-five years of progressive experience in the telecommunications industry, with expertise in:

ø  facilitating client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated customer issues

ø  training and directing top-performing support teams

ø  strategically planning and coordinating workflow and human resources for optimal coverage while containing labor costs

ø  dynamic communication, presentation, negotiation, and relationship management skills

ø  demonstrated ability to perform multiple responsibilities simultaneously and under heavy pressure

ø  consistently meet deadlines while providing high quality service

 

professional experience                

telecommunications concepts, incorporated (tci), insert location                                   10/83 c present

customer service manager

         in recognition of superior performance, steadily progressed within company to achieve managerial role entrusted with broad range of functions; previous positions held include dispatcher, customer service representative, and technical account manager

         successfully steer all call center operations and oversee customer service representatives in their daily responsibilities

         effectively respond to customer inquiries and troubleshoot concerns to ensure high satisfaction levels

         additionally manage field technicians; delegate and schedule assignments 

         supervise technical account managers in coordinating installations

         collaborate with local service providers to ensure proper circuit design and configuration

         manage all contract administration including new system sales and maintenance contracts

 

education                                           

general studies, northern virginia community college, annandale, va

~ professional development~

effective business writing, fairfax county chamber of commerce, insert city, va

telecommunications training courses from mitel, toshiba, bell atlantic, at&t

 

activities                                            

sunday school teacher, springfield methodist church, springfield, va
volunteer, children s hospice international

         recipient, bronze circle award, 1995

fundraiser, american heart association