Call Center supervisor or call center manager
Call Center supervisor, call center manager, with 12 years experience looking for a Supervisor position.
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ANDRE D. CONGO 7029 Gables Lane * Atlanta, GA 30350 770.557.0941 (H) or 410.913.8093 (C) [email protected] CUSTOMER SERVICE SUPERVISOR / MARKETING SUPPORT MBA graduate who is meticulous, driven, and committed to exceeding expectations. Solid background of accomplishments in customer service, call center management , and staff training/development that always results in process improvement, enh anced productivity, increased client satisfaction, and operational efficiency. D eep and rich knowledge of marketing and merchandising principles, concepts, and programs to advance business and sales. Work well with staff at all levels to co rporate heads and key decision makers. Relevant Highlights: * Key contributor to reduction of call center response time from 410 seconds to 393 seconds and led team that attained highest sales increase for high speed int ernet customers. * Embrace emerging technologies, avid user of software and tools to enhance busi ness, and known as "go to" person for knowledge and usage of IT tools and system s providing key support and assistance to staff at all levels. * Confident advisor and coach to account executives, operations personnel, and t echnical support divisions. * Inject creative and artistic talents into the workplace with plans/programs th at engage and motivate others, enhance worker productivity, and ultimately advan ce the bottom line. PROFESSIONAL EXPERIENCE
COMCAST CABLE, Nottingham, MD & Alpharetta, GA * 10/2000 - 7/2010 CUSTOMER OPERATIONS SUPERVISOR/CALL CENTER Directed and supervised up to 18 Customer Account Executive (CAE) Repair Team. P rovided input, guidance, and support on all company policies, procedures, and pr otocol for servicing of Comcast products. Applied performance measurement standa rds and conducted monthly/annual staff evaluations. Maintained personnel and adm inistrative files. Communicated frequently with management team and assessed cus tomer service levels. Reviewed daily workload and coached staff on all CAE trans actions. Planned and conducted team meetings, training sessions, and coaching se ssions with all CAE staff. Completed follow-up with external customers as needed and ensured all account inquires were closed out while meeting customer satisfa ction. Successes & Achievements: * Devised and instituted strategic plans of action that outlined issues and chal lenges agents faced on product knowledge and applied available resources to tap into that enhanced customer service and problem resolution (i.e., saved the comp any thousands from outsourcing of service calls to companies in Canada). * Created and instituted measuring tools such as charts and graphs that broadcas ted Average Handle Time for each team member, applied special plans/programs th at enhanced staff morale and worker productivity, and resulted in agents loweri ng their response time by 12% (from 400 seconds to 393 seconds). * Coached newly hired agents and kept productivity on track with service levels remaining at a consistent 80% even during peak hours. * Personally trained and mentored many call center professionals who advanced in their careers to management level positions. COMCAST CABLEVISION OF MARYLAND, White Marsh, MD * 2/1998 - 10/2000
CUSTOMER ACCOUNT EXECUTIVE Provided customer service to clients and completed sales of products/services wi thin a busy inbound call center. Disbursed detailed information on billing, serv ice, programming, and product usage. Completed follow-up and ensured successful resolution on complex account issues. Performed various administrative and cleri cal functions in support of business operation. Successes & Achievements: * Communicated daily with clients and customers from diverse backgrounds and cul tures and ensured highest level of satisfaction with all Comcast products and se rvices. EARLY CAREER as a Media Specialist, Northwest Hospital. EDUCATION & TRAINING
Master of Business Administration University of Phoenix Bachelor of Science, English Media Arts Coppin State College Affiliations/Activities: Alpha Kappa Mu Honor Society / Coppin State College Member of American Federation of Radio Television Artist
COMCAST CABLE, Nottingham, MD & Alpharetta, GA * 10/2000 - 7/2010 CUSTOMER OPERATIONS SUPERVISOR/CALL CENTER Directed and supervised up to 18 Customer Account Executive (CAE) Repair Team. P rovided input, guidance, and support on all company policies, procedures, and pr otocol for servicing of Comcast products. Applied performance measurement standa rds and conducted monthly/annual staff evaluations. Maintained personnel and adm inistrative files. Communicated frequently with management team and assessed cus tomer service levels. Reviewed daily workload and coached staff on all CAE trans actions. Planned and conducted team meetings, training sessions, and coaching se ssions with all CAE staff. Completed follow-up with external customers as needed and ensured all account inquires were closed out while meeting customer satisfa ction. Successes & Achievements: * Devised and instituted strategic plans of action that outlined issues and chal lenges agents faced on product knowledge and applied available resources to tap into that enhanced customer service and problem resolution (i.e., saved the comp any thousands from outsourcing of service calls to companies in Canada). * Created and instituted measuring tools such as charts and graphs that broadcas ted Average Handle Time for each team member, applied special plans/programs th at enhanced staff morale and worker productivity, and resulted in agents loweri ng their response time by 12% (from 400 seconds to 393 seconds). * Coached newly hired agents and kept productivity on track with service levels remaining at a consistent 80% even during peak hours. * Personally trained and mentored many call center professionals who advanced in their careers to management level positions. COMCAST CABLEVISION OF MARYLAND, White Marsh, MD * 2/1998 - 10/2000
CUSTOMER ACCOUNT EXECUTIVE Provided customer service to clients and completed sales of products/services wi thin a busy inbound call center. Disbursed detailed information on billing, serv ice, programming, and product usage. Completed follow-up and ensured successful resolution on complex account issues. Performed various administrative and cleri cal functions in support of business operation. Successes & Achievements: * Communicated daily with clients and customers from diverse backgrounds and cul tures and ensured highest level of satisfaction with all Comcast products and se rvices. EARLY CAREER as a Media Specialist, Northwest Hospital. EDUCATION & TRAINING
Master of Business Administration University of Phoenix Bachelor of Science, English Media Arts Coppin State College Affiliations/Activities: Alpha Kappa Mu Honor Society / Coppin State College Member of American Federation of Radio Television Artist
