Call Center Manager or Call Center Director or Customer Service

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Georgia M. DaCosta 960 NW 100th Avenue Pembroke Pines, Fla. 33024 Home: 954 433 3272 Cell: 954 644 9783

[email protected]

Skills Customer Service Management Complaint Handling & Resolution Customer Satisfaction Enhancement Front-End Supervision Building and Leveraging Relationships Teambuilding & Training Diverse Talent Management Driving Results Summary Dedicated Customer Service Manager with over 20 years experience in Travel Indus try, and Call Center Operations. Consistently achieve high customer satisfaction rankings, improvements to the bottom line, turnaround of underperforming operat ions and employee satisfaction. Respected builder and leader of customer-focused teams; instill a shared, enthus iastic commitment to customer service as a key driver of company goal attainment . Lead by example and ensure the execution of all safety, security, quality and corporate compliance. Professional Experience American Express TRS - Miramar, FLA. 9/06 to Present Service Delivery Manager, 9/06 to present Loyal and dedicated Call Center Manager with responsibility to recruit, train an d supervise 100+ Travel Consultants. Foster an environment in which American Exp ress Platinum and Centurion Card holders enjoy high levels of service and employ ees are motivated to deliver top performance. Manage front-end operations to ens ure consultative servicing of card members travel requests. Selected Contributi ons: * Managing employee development, training and certification programs for reports to senior leadership as well as corporate compliance. * Serve on network team to review and restructure quarterly goals and incentives programs that drive positive performance. * Manage a diverse network of employees while guiding through change. * Leveraged relationships across a network of five offices to create tool for on going reward and recognition of outstanding performance. * Appropriating staff based on forecasted call volumes for various departments Cruise, Air Car and Hotel. * Worked with network of teams to create efficiencies for streamlining processes across five call centers. Carnival Cruise Lines- Miami, FLA. 10/90 to 9/06 Customer Service Supervisor Call Center Supervisor, Inventory Control Specialist, Group Administration Coord inator, Reservations Agent. Quickly advanced through the Group Department to responsible positions which cul minated in management role for several years with oversight for customer service department. Maintained high standards in customer care, employee satisfaction and complied with regulatory guidelines. Selected Contributions: * Customer Service Supervisor: Liaison between Group Department and National Sal es force. Employee Development and training for online customer service team. * Inventory Control Specialist: Managing inventory for group sales while corresp onding open availability or lack there-of with travel agent community. * Group Administration Coordinator: Overseeing day to day operations of group bo okings while communicating balances and closing of sailings with travel agencies

. * Constant review of policy and procedure changes with agents. Reviewing finaliz ed sailings with agents and senior management. Problem solving and customer serv ice for executive offices. Previous Experience: UNITED JERSEY BANK, UNION, N.J. 1987 to 1990 Customer Service Representative: BANK OF COMMERCE - Kingston, JAMAICA WI 1984 to 1987 Bank Teller/Customer Service Representative Education and Training BARRY UNIVERSITY - MIAMI, FLA Present Concentration on BA degree in Business Administration AMERICAN INSTITUTE OF BANKING - NEW JERSEY School of Banking Diploma 1989

IMMACULATE CONCEPTION HIGH SCHOOL - KINGSTON JAMAICA WI 1984 Diploma Additional Training Completed courses: Customer Service, Sales Strategies, Inventory Control, Time M anagement, Leadership, Valuing Diversity and Performance Assessment. Proficiency in Microsoft Office Suite: Word/Excel/PowerPoint References upon request

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