Summary

Dedicated customer service manager with 10+ years of experience in call center management. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Possess strong team leadership, motivational and coaching skills. Technically astute with experience in call center technology. Maintain a consultative coaching style and extensive interviewing and hiring experience. Establish performance goals to meet efficiency levels, sales targets, and quality assurance standards. Lead by example and ensure the execution of all operations policies.

Work History

Work History
Jan 2010 - Present

Account Manager

Surgeon's Advisor
Mar 2003 - Nov 2009

Technical Support/SBS Manager

Suddenlink Communications
2000 - 2007

Manager

Suddenlink
Dec 1999 - Mar 2005

Manager

Cox Communications
Dec 1989 - Jun 1991

Chairborn Ranger :)

United States Air Force

Education

Education

Skills

Skills

Staff Retention

Performance Reviews

Recruiting, Screening & Hiring

People Management

Call Center Management

Interpersonal Skills

Problem Solving

Conflict Management

Coaching

Portfolio