Experience

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  BHS Corrugated-North America,Inc.

  • Knoxville, Tennessee Area

  • Customer Service Manager

    • Aug 2019 - Present
    • Knoxville, Tennessee Area

    Parts Team Established work from Home procedures for CSRs - 10/19Launched New Phone platform processes for use as home by CSRs – JabberLaunched PerformYard to Team – Utilized to document team coachingDeveloped Team Performance Metrics – Orders, Service Notifications, Quotes, Customer CallsEstablished Call Reporting Structure to measure performanceAR Resolution – Customer / Commercial activityDeveloped eCommerce review strategy BHS Communication Guidelines Created Delivered COVID-19 communications to customersBuilt Revenue Tracker – Qlik basedBuilt Order Intake Track – Qlik basedImproved Credit Approval Process to be automatically flow via Adobe signImproved BHS Parts sourcing to be automatically flow via Adobe signMade Tracker for Customer issuesMade Tracker for on call issues with customersCreated BHS Potential Performance Grid for CSRsCreated Executive Summary Template for process study / improvementEstablished on Call Schedule to improve notice of who is oncall Snap Shot tracking of Open orders – reviewed for age / valueConverted Whiteboard in office to Trello board for tracking Flash ShipmentsRevamped Sales Dashboard – Changed Data Source to Qlik basedCustomer Contact Strategy – Contacting customers to improve relations and raise NPS

• 

  DWK Life Sciences

  • Rockwood, TN

  • Global Customer Service Manager

    • Nov 2012 - Jul 2019
    • Rockwood, TN

    Manage daily call center operations, including employee activities (hiring, training, supervising, motivating, scheduling, disciplining, terminating), performance monitoring, employee/client relations, marketing, sales, budgeting, payroll, and expenses.- Lead DWK Life Sciences call centers Rockwood, TN and Millville, NJ - Monitor, coach, and develop skill levels of a team of 13 employees (10 Customer Service Representatives and 3 Export Sales Coordinators)- Establish, build, and track customer service KPIs and metrics- Provide customer with complaint handling and corporate escalation management- Build team on boarding program for faster acclimation and reduced training time- Centralize call center faxes into eFax solution inbox resulting faxes being sent and received by email- Explore, research and roll out additional features to SAP order system to enhance customer experience- Redesign customer order acknowledgments to display date in SAP generated document- Establish process to automatically send order confirmations to customers via SAP- Establish order frequency tracking to better understand the ordering process and sales potential- Develop new phone design and call routing functionality to improve customer experience between the two call centers- Roll out communication process for 2018 to assist customer and sales people better understand how to communicate with customer service. - Establish employee knowledge base program for process improvement- Convert quality case management from a Lotus Notes managed inbox to Salesforce.com cases- Build customer compliance process for all customer needs in relation to product certification and credentials. - Established compliance document review and completion response for customers needing quality surveys, compliance statements, conflict mineral review, vendor forms, desktop audits, - Generate Customer Service Index to improve performance by address customer scorecards.

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  Comcast

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Manager of Customer Service Strategy and Operations

    • May 2011 - Aug 2012

    Manage daily call center operations, including employee activities (hiring, training, supervising, motivating, scheduling, disciplining, terminating), performance monitoring, employee/client relations, marketing, sales, budgeting, payroll, and expenses.Monitor, coach, and develop skill levels of a team of 16 employees (Analyst, Database Administrator, Web Developer, Supervisor, and Escalation Managers) in areas including: sales and customer service techniques, quality assurance, and policy/procedural compliance.Identify and capitalize on growth opportunities by consistent in house and field training, goal setting, incentive program development, and customer contact/relations.Support senior management in high end strategy and planning at the local and regional levels.Serve as Escalation Manager for the East Tennessee Region; developed standardized escalated customer resolution strategies/policies that enhanced efficiency and reduced customer credits significantly.Improved call center performance, processes, and internal communication by building and implementing the SharePoint 2010 Knowledgebase used by more than 1,100 employees.Improved project, reporting, and data management (i.e., performance metrics) for the region by building a Business Intelligence SharePoint website that consolidated reporting into one location and improved data accessibility.Established the reporting standard for the region by developing reports for the senior management team.Built OMEGA SharePoint website to better understand billing for the region and allow immediate feedback on missing corporate-level information.Assisted in creating the Billing Standardization Project standardizing billing call handling procedures for the region.Created a document repository (using internal website) for call center initiatives (e.g., job aids, launch documents, processes, and white papers) that provides a centralized location for employees to easily access information.

  • IP and CDV Technical Support Manager

    • Jul 2009 - May 2011

    Complaint Handling & ResolutionProcess Improvement ManagementCustomer Satisfaction Enhancement Tier II / CDV Repair SupervisionSales & Margin ImprovementTeambuilding & TrainingCost-Reduction Strategies

  • Customer Care Manager

    • Jan 2003 - May 2011

    Nights and WeekendsLead a team of Supervisors and Customer Account ExecutivesMaintain Service Level maximizing call taking potentialEnsure business unit growth through transitional salesLead company initiatives in Quality and Call ResolutionAssist in meeting budgetary goals through efficiencies

• 

  ClientLogic

  • Quality / Training Manager

    • Jul 1996 - May 2003

    Managed all quality efforts for BellSouth Fast Access DSL Technical Support and DSL Sales Improved CPAT Score 10 points in both departments to meet the goal Head of new hire and internal employee development

  • Technical Support Supervisor

    • Jan 2000 - Sep 2002

    Head of all training both new hire and internalSupervised team of technical support associatesTrained Professional Development to Helpdesk SupervisorsDeveloped internal training based on call flow metrics

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  Citigroup

  • Gray, TN

  • Procedural Analyst

    • 1996 - 2000
    • Gray, TN

    Lead Trainer for AT&T Global ServicesDepartmental Customer Service and Technology LeadSupported Customers on Dial-up for business applications