Customer Service Team Manager

Posted on: 2006-01-13

LINDA J. LAMBERSON 336 Washington Street Bristol, PA 19007 Home phone: 215-785-6576 Email: [email protected] CUSTOMER SERVICE MANAGEMENT Customer Service management professional with extensive experience in managing high volume call center, investigating and resolving customer problems as well as establishing methods and procedures within the telecommunications industry. A focused leader who has demonstrated ability in coaching staff to achieve new levels of performance excellence. Frequently chosen to manage special projects that significantly contribute to the attainment of corporate goals. Experience and areas of expertise include: Coaching and Mentoring Conflict Resolution Call Center Customer Service Claims Negotiation Building Customer Relationships Calm under pressure Regulatory and legal compliance Training Litigation Management Testifying at Inquiries Establishing Performance Objectives Recruitment Process Improvements Strategic Planning Quality Control Forecasting Results Team Leaderships Vendor Relations PROFESSIONAL EXPERIENCE VERIZON INFORMATION SERVICES Progressively responsible positons held in the largest telecommunications company in the world with revenues exceeding $58B. TEAM MANAGER, CUSTOMER SERVICE AND CALL CENTER Marlton, New Jersey (2000-2005) Directed a cross-functional team of 2 supervisors and 30 associates handling >300K customer calls annually supporting both print and electronic products with responsibility for 3.5M customer credits issued by the Claims Unit. Negotiated state regulatory and internal executive appeals, provided testimony and depositions in unsettled claim litigation, forecast productivity and results and contributed to National Quality Improvement Customer Care Teams. *Reduced credit dollars 57% (from 2.5 million to 1.1 million) in 1 year by focusing on offering enhancements and free product incentives instead of credit adjustments. *Received “Director’s Award” by reducing claims backlog from >2000 to