jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary innovative customer service manager effectively executes process changes improve operational efficiency dedicated providing excellent customer service making operational procedural improvements highlights microsoft word microsoft excel microsoft access microsoft power point management payroll staffingscheduling strategic management lotus notes hogan lease master als cpi cacs 10 key client relations specialist conflict resolution techniques team management management remote employees focused customer satisfaction skilled multitasker training development scheduling accomplishments developing leaders management training program reduced staff turnover 20 one year implementing several wellreceived team moralebuilding programs experience 092007 current consumer banking default management supervisor dish network corporation bellingham wa supervising team 7 10 collectors proactive caring way achieve delinquency targets provided upper management managed daily operations dealt customers supported worked management motivate growth working cbdm team understand proactively supervise daily weekly performance data provided work closely upper management implement efficiency improvement ideas process improvement initiatives assist auto dialer team managing measuring call handling within collections ensure efficiency call volume maintenance queues manage incentive plan team provide spot incentives motivational tool listen document disperse call recordings quality assurance training purposes monitored progress strategic objectives daily coaching employees customer service skills assist using effective communication listening skills improve customer satisfaction conduct employee performance evaluations means support encouragement team members quarterly basis guaranteed fulfillment company policies procedures worked managers team leaders directors utilizing different organizational development tools systems provide coaching issues related change management coordinated efforts departments meet customers expectations coordinated communications briefings new employees manage oversee weekly time card issues approve ot check tardiness ensure proper hr procedures followed employees interviewed hired trained new quality account resolution specialists provided detailed monthly departmental reports updates senior management addressed negative customer feedback immediately conflict resolution resolved customer questions issues complaints effectively communicated team members maintain clearly defined expectations 052006 042007 operations manager brambles modesto ca managed creation development implementation ticketing solutions existing potential clients proprietary ticketing system successfully managed activities 32 team members multiple locations interviewed hired trained managed new quality ticket office personnel new existing clients responsible implementation antifraud security protocols ticket stock point sale terminals improved service quality increased sales developing strong knowledge companys products services supplied technical support client ticketing locations worked client accounting marketing departments custom tailor reports needs provided detailed monthly departmental reports updates senior management effectively communicated team members maintain clearly defined expectations 102003 052006 operations supervisor dish network corporation benicia ca manage daily operations two showrooms two ticket offices one call center oversee customer inquiries conflict resolutions analyzing department productivity efficiency developed implemented monitored programs maximize customer satisfaction manage onsite customer service representatives interviewed hired trained new quality ticket office representatives reconcile ticket sales cash deposits prepares reports financial settlements regarding ticket office activities events provided detailed monthly departmental reports updates senior management developed implemented policies procedures process improvement initiatives improve retention rates increase customer satisfaction 012003 102003 ticketing operations manager orleans arena city state successfully managed activities 15 team members 12 station ticket office developed maintained relationships third party ticket brokers generated property ticket sales major las vegas strip properties managed ticket office personnel supervised setup events proprietary ticketing system implemented maintained antifraud security protocols ticket stock point sale locations review perform balancing depositing reporting daily ticket office receipts required establish review operational policies procedures ticket office operations create distribute ticket office sales reports developed implemented monitored programs maximize customer satisfaction interviewed hired trained new quality ticket office representatives provided detailed monthly departmental reports updates senior management addressed negative customer feedback immediately resolved customer questions issues complaints effectively communicated team members maintain clearly defined expectations 052000 012003 operations manager suncoast hotel casino city state manage supervise ticket office staff conjunction ticket office supervisor developed maintained relationships entertainers management assist creation management annual department budget act chief liaison vendors customer service inquiries escalated customer issues build maintain events proprietary ticking system assigned review perform balancing depositing reporting daily ticket office receipts required represent department weekly company management meetings meetings necessary absence director entertainment assist development effective efficient box office staff hiring qualified workers providing appropriate supervision enforcing operational policies procedures published box office operations manual evaluating work performances responsible contract procurement fulfillment preforming entertainers timely matter utmost courtesy 071998 052000 ticket office operations manager gold coast hotel casino city state duties included managing assisting daily operations multistation c ticket office incoming phone orders ticket sales customer inquiries complaints facilities creation pass2 ticketing system accommodate upcoming events showroom ballroom banquet space act chief liaison vendors customer service inquiries escalated customer issues assuring positive customer experience training representatives customer service techniques monitoring performance staff complying customer requests extent possible solving problems quickly satisfaction customer education bachelor science finance university nevada las vegas las vegas nv skills 10key accounting budget business administration c call center cash deposits change management coaching com cpi client clients customer satisfaction customer service customer service skills database financial hiring hogan hr listening lotus notes director managing marketing meetings microsoft access microsoft excel office microsoft power point sharepoint microsoft word next organizational development payroll personnel policies process improvement procurement progress protocols quality assurance recruiting reporting sales sales reports scheduling settlements staffing strategic strategic management supervisor supervising supervision technical support phone transportation