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Click here or scroll down to respond to this candidateCandidate's Name
Chicago, IL Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLETo secure employment that will allow me growth from within and utilize my experience(s) and expertise within the workplace. 30 years of progressive customer service working in high volume call centers. 15 years of Management, Supervisor and Leadership experience(s).. Flexible to work any shift and available immediately. Ability to effectively resolve customer's complaints. Ability to productivity and successfully lead a team to success. Authorized to work for any employer in the US.Work Experience(s) :Customer Service SupervisorMidWest Goods Distribution - Bensenville, ILSeptember 2018 to Present Provides necessary guidance, training and leadership to the customer service department. Delegates tasks to the Team lead and all associates to ensure productive workflow while maintaining all channels effectively. Oversees customer calls to observe employees technical accuracy and compliance with the company policy and standards. Leads department meetings to discuss current updates and/or action plans and requests recommendations/suggestions from the department employees. Reviews and resolves escalated situations on the phone and implements ways to provide excellent customer service..Shipping and Receiving SupervisorRicoh USA, INC - Schaumburg, ILJuly 2017 to September 2018 Supervises day-to-day operations of specified 8-10 person sites. Handles formal contact with the customer on a daily basis in MS. Provides training on workflow and machine operations when necessary. Ensures all direct reports execute objectives by the use of a developmental plan/ninety (90) day plan and regular performance reviews; posting productivity, quality and deadline results. Handle returns and exchanges by ensuring that reverse distribution processes are followed properly..Call Center CoordinatorBest Buy Logistics - Woodridge, ILSeptember 2014 to December 2016 Maintain all reps availability for calls in que for measuring metrics, as well as call performance for lost calls and customer's hold time. Assist reps with irate customer calls to assure resolution and customer satisfaction Administrative duties to include verifying all activity logs are accurate and turned in on time Support the DC Supervisor in communicating daily and weekly department and building goals and projections. Monitor the labor of the department and moving team members as needed. Call Center Universal LeadAT&T / Rose international - Arlington Hts, ILJanuary 2012 to September 2014 Customer call receipt first point of contact for Customers for problem recording. Customer verification, problem validation and documentation. Ticket Management. Manage escalations. Interface with internal and external Client/Vendor. Adhere to SLAs, processes and tools. Basic troubleshooting routers/circuits.Call Center Education AdvisorTTC Marketing Solutions - Chicago, ILSeptember 2009 to October 2011 Answered inquiries in an outbound call center providing sales, services and educational Marketing solutions per the client's request. Assisted in choosing schools and programs to achieve certificate, diploma and (various) degree levels Answered clients educational questions with solutions for continuing educational needs. In-Store Marketer SupervisorSears Home Improvement - Mokena, ILJuly 2006 to August 2009 Interviewed, hired, trained and developed in-store marketers to set valid appointments according to the need of the customers, while in the store. Submitted to the corporate office new hire packets and schedule appointments for drug screenings. Improvised and delegate new ideas and concepts for increase in revenue and profit margin. Balance region monthly budget. Assisted with training of new supervisors..Customer Service ManagerBeauty Mark Distribution Center - Evanston, ILJune 1996 to June 2006 Interviewed and pre-screened new hires. Handled all store functions for Chicago, IL. (Downtown) location. Reconcile daily cash receipts; replenish merchandise, inventory control and shipping of merchandise. Handled accounts payables and receivables. Resolve irate customer's complaints. Meet with new clients to accommodate their product and service needs. Rekindle accounts to increase profits. Call Center Customer Service SupervisorNew Age Transportation - Elk Grove Village, ILMay 1990 to May 1996 Prescreen new hires for Customer Service Department. Answered calls in an inbound call center and schedule freight pick-ups for various clients. Train new hires in customer service procedures and required performance. Collect invoices and bills of ladings for billing purposes. Resolved customer's complaints. Rectify irate and dissatisfied customer complaints. Processed damage claims, missed merchandise pick-ups and late freight forwarding tickets. Monitor customer service telephone calls for quality assurance and training purposes..EducationDiplomaCurie High School - Chicago, ILCertificate in BusinessMarion Adult Learning Center - Chicago, ILAdditional InformationSkills: Microsoft XP/ 2007 including, MS Word, MS Excel, MS Outlook, Data Entry, Internet, CRM, Big Commerce, Zendesk, Zoho, SkuVault and Ship Station. References Available Upon Request |
