Candidate Profile

Objective
A skilled customer service management professional seeking a new career challenge.

Objective Statement
Excellent planning and organizational skills result in the optimum functioning of the department and the consistent achievement of customer service standards.
Proven interpersonal and motivational ability ensure a strong team approach and the attainment of maximum performance levels and productivity.
Responsible for the introduction of a number of successful customer service initiatives resulting inimprovement in customer satisfaction rankings.
A dedicated manager with the ability to obtain outstanding results in a challenging environment.
Work Experience

Customer Service representative
Hegle computer consulting & IT support services
January 2014 – Date

lead and manage a team of customer service agents
plan, assign and monitor work tasks for optimum team efficiency
perform quarterly staff performance evaluations
identify and address development needs
develop staff training programs and reference manuals
formulate and implement customer service policies and procedures
determine customer service requirements through surveys, focus groups and benchmarking best practices
analyze data to identify strategies for improvement of service and productivity
implement improvements including new CRM system and applications
ensure the consistent achievement of customer service levels and standards
resolve escalated customer service issues
develop departmental budget and control costs