Customer Service Manager

968 Pack Saddle Court, Henderson, NV 89014 H: (702)433-3118 ♦ C: (702)980-9528 ♦ trenea51@gmail.comWith over 20 years of professional customer service, management and leadership experience in high volume call centers and corporate headquarters; I am a Customer Service Management Professional who is highly skilled in call center management, training, recruiting, coaching and the  development processes of Call Center Representatives at all levels. Organized Unsurpassed work ethic Results-oriented Dependable Natural leader Human resources management Performance evaluations Detail-oriented Microsoft Outlook, Word and ExcelProject management Management information systems Risk management New product introductions strategies Sales background Skilled trainer Customer Relationship Management Software (CRM) Familiarity with Key Performance Indicators (KPIs) Consultant, 02/2016 to Current Sutherland Global Services – Las Vegas, Nevada Established and maintained vendor partnerships. Helped earn the company's highest percentage in customer satisfaction ratings on telephone assisted transactions. Effectively managed a high-volume of inbound and outbound customer calls including those involving sales and retention. Compiled, verified and tracked all required sensitive customer data for auditing purposes. Submitted researched documentation pertaining to both customers and associates to executive level team members for assessment and reviewSubject Matter Expert, 10/2014 to 01/2016 C3/Customer Contact Channels – Las Vegas, Nevada Investigated and resolved customer inquiries and complaints in an empathetic manner. Met all customer call guidelines including service levels, handle time and productivity. Cross-trained and backed up other customer service managers. Strong leader of customer support staff. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Effective liaison between customers and internal departments.MEDCO Pharmaceutical Auditor (Medicare) , 11/2011 to 12/2013 APAC Customer Service Inc – Las Vegas, Nevada Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Facilitated inter-departmental communication to effectively provide customer support.PROFESSIONAL SUMMARYSKILLSWORK HISTORYProvided accurate, specific and timely performance feedback for CSRs. Identified individual development needs with appropriate training. Resolved associate, tool and service delivery issues revealed by statistical reports. Fostered an environment which encouraged continual process improvements. Maintained up-to-date knowledge of product and service changes. Managed work flow to exceed quality service goals.Assistant Vice President of Customer Service Credit Cards, 07/1996 to 08/2011 Citibank, N.A. – Las Vegas, Nevada Cross-trained multiple teams on both phones and sales in conjunction with assuming roles and responsibilities of absentee executive level associates. Met all customer call guidelines including service levels, handle time and productivity. Devised and published metrics to measure the organization's success in delivering world class customer service. Facilitated inter-departmental communication to effectively provide customer support. Assumed ownership over team productivity as a strong leader of customer support staff, and managed work flow to meet or exceed quality service goals. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Resolved associate, tool and service delivery issues revealed by statistical reports. Mastery of customer service management systems and databases. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates. Provided incentive to increase productivity by offering employees awards for best customer service. Met or exceeded service and quality standards every review period.Bachelor of Science: Secondary Education, 1989 University of Nevada Las Vegas - Las Vegas, Nevada MBA: Business Administration , 2009 University of Phoenix - Phoenix, Arizona Master of Arts: Adult Education and Training, 2011 University of Phoenix - Phoenix, Arizona 

  • ID#: 117683
  • Location: Henderson, NV , 89014

Don't Be Fooled

  • When selling, do not put your home address in your ad.
  • To avoid scams, buy and sell with people you can meet locally, in person.
  • When meeting with someone you don't know, meet in a public place. If that's not possible, have a buddy with you. Also, carry a cell phone; if you feel unsafe, you can call a trusted friend, and stay on the line.
  • Never give out financial or private information like account numbers, PayPal login, or social security number.
  • If an offer sounds too good to be true, it is. Walk away!

Look Who's Hiring!

Customer Service Manager
Las Vegas, NV Viki Inc
Inside Sales/Customer Service Manager
Reno, NV Arrow Electronics
Customer Service Manager Route Sales
North Las Vegas, NV Clean Harbors, Inc.
Retail Customer Service Manager
Las Vegas, NV Office Depot, Inc.
Retail Customer Service Manager Trainee
Elko, NV Office Depot, Inc.