Management

SUMMARY

Experienced Manager with proficiency in the Customer Care Industry. Strong leadership skills and the ability to interact with all levels of staff from senior management to direct reports. Team player recognized for providing practical solutions to problems and improving customer satisfaction while simultaneously adding value to the business. Thoroughly enjoy developing people and problem solving.

PROFESSIONAL EXPERIENCE

COCA-COLA, NORTH AMERICA, Atlanta, GA ••••• •••••
Team Manager, Customer Service Operations (••••• •••••)
Managed ••••• direct and ••••• indirect report employees in providing superior service and support to customers. Resolved customer product and service issues.

Successfully developed ••••• Customer Service Representatives in meeting service quality goal of answering •••••% of all incoming calls within ••••• seconds.
Collaborated with Southeast Area Field Operations in communicating process and procedures.
Initiated, conducted and managed focus group to complete Key Results Areas (KRA) for the Customer Service Operations Department.
Participated in •••••person Customer Communication Center effort to ensure that all appraisals were appropriately measuring the same competencies and skills.

Group Manager, Customer Service Administration (••••• •••••)
Managed a staff of eight employees who were responsible for analyzing and researching billing inquiries and resolving and/or redirecting calls to sales for equipment requests. Supported approximately •••••,••••• customers.

Led team that successfully researched and resolved •••••,••••• billing issues per year.
Successfully processed •••••,••••• administrative calls per year.
Exceeded established Key Business Indicators (KBIs) for billing inquiry activity.
Processed 7,••••• billing inquiries within ••••• seconds of call arrival •••••% of the time.
Successfully resolved •••••% of fountain department billing inquiries.
Initiated project to automate manual process for McDonalds non-reactive calls; increased efficiency in resolving customer service issues by •••••%.




Group Manager, Customer Service Administration (••••• •••••)
Managed ••••• employees responsible for generating calls from multiple business support systems including File Maker Pro, Inventory Control System, Manual Log Sheets. Also processed agent invoices for payment.

Successfully processed •••••,••••• service agent invoices.
Processed •••••,••••• complicated equipment remanufacturing invoices.
Managed maintenance of microfilm-based files for Direct Service and Network service agents.
Managed the timely generation of Coca-Cola Fountain Equipment Installation work orders. Annually generated and released •••••,••••• work orders within ••••• hours of receipt of initial request.
Managed the generation of •••••,••••• equipment removal work orders.
Developed operational plans that supported substantial increase in productivity throughout the Customer Communications Center. This process also was adopted in an adjacent department.

Supervisor, Customer Service Administration (••••• •••••)
Managed ••••• employees completing repetitive data entry and invoice generation activities in support of Coca-Colas Fountain customer base.

Developed processes and trained employees on the invoice entry process.
Successfully managed assigned project activities.
Managed the process of correcting overpayment and underpayment of service agent invoices.
Managed operational links between two (2) critical business platforms, Inventory Control System and Fountain Equipment Transactions, at the Customer Communication Center.

Customer Service Representative, Inbound Operations (••••• •••••)
Answered and dispatched customer fountain service requests.

Served as Lead Dispatcher on weekends; managed dispatching activities for ••••• associates.
Resolved dispatching issues aligned service agents with customers requesting service.
Successfully responded to weekend and after hours service requests influenced service agents to support customers whenever required.
Contacted McDonalds as a follow-up to assure completion of service requests.


EDUCATION

BA, Rhetoric Communication/English and minor in Political Science, University of Pittsburgh, Pittsburgh, PA


PROFESSIONAL DEVELOPMENT

Currently studying for my Real Estate License (MLS)
Georgia Notary
Maximizing Performance
Leveraging the Power of People
Performance Development Planning
Rater Accuracy
Project Management
Frontline Leadership
Microsoft Word
Microsoft Excel