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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 experience

Jan 2010Present

Account Manager

Surgeon's Advisor
Mar 2003Nov 2009

Technical Support/SBS Manager

Suddenlink Communications
20002007

Manager

Suddenlink
Dec 1999Mar 2005

Manager

Cox Communications
Dec 1989Jun 1991

Chairborn Ranger :)

United States Air Force

Education

Skills

Staff Retention
Performance Reviews
Recruiting, Screening & Hiring
People Management
Call Center Management
Interpersonal Skills
Problem Solving
Conflict Management
Coaching

Portfolio