Supervisor, Customer Care

Posted on: 2007-06-18

Mikole Forde 4367 Shamrock Ave Baltimore, MD 21206 Phone: 443-841-5053 (cell) 443-708-4825 (home) Email: [email protected] OBJECTIVE To secure a position within a company that can utilize my Customer Service leadership skills and background. EDUCATION College of Notre Dame Baltimore, Maryland Major in Finance (Degree not received) September 2003 - June 2005 SUMMARY OF COMPETENCIES / SKILLS Microsoft Office Highly self motivated, creative, flexible and accountable Strong analytical, problem solving and organizational skills Professional verbal and written communication skills Communicates information effectively Self-starter Detail Oriented Dependable Solid organizational and Time Management skills Adapt to change easily; flexible in negotiation Excellent presentation skills Verizon Wireless Supervisor - Customer Care Dec 2000- Present · Lead and motivate a team of 11-15 Customer Service Specialists to achieve productivity and customer satisfaction quality goals in a professional manner Monitored and scored representatives calls remotely via Witness · Direct, coach, evaluate and provide immediate feedback to Call Center personnel · Coordinated calibration and training sessions · Personally handled complex customer problems via escalation queue · Provided feedback to Marketing regarding issues and trends · Provided timely feedback and guidance to assist representatives to attain their performance goals including career progression within the organization · Made decisions and recommendations that contribute to the overall success or failure of projects and programs within Customer Care · Supported and facilitated the development of direct reports' knowledge and skills · Resolved cross functional customer issues related to fraud and collections Coached team for results shown through 3 months at 110 percent and above contract renewal expectations Provided coaching and training through one on one meetings with team members Held meetings with team to ensure compliance with company expectations Conducted interviews with potential new employees and assessed if they met company standards and requirements Communicated ideas and recommendations to all levels of management Effectively met deadlines in a highly demanding environment Creatively developed incentives to help team meet goals. Tracked and reported team and individual performance identifying performance trends MBNA America, NA Feb 1998 - July 2000 Customer Service Analyst ·Assisted customers with billing and general inquiries on their credit card accounts · Cross sell other banking products and services based on customer's stated need or use of credit account including balance transfers, travel insurance and increasing credit limits · Reviewed individual transactions and referred to fraud as appropriate First Mariner Bank March 1997-Jan 1998 Head Teller Processed customer transactions efficiently and correctly Identified customers' needs and referred the appropriate products and/or services to consumers and small business customers Ensured Regulatory requirements such as Anti -Money Laundering and Bank Secrecy Act were adhered to Crate & Barrel Feb 1995 - Feb 1997 Floor Design Assistant ·Assisted team of designers with creating floor displays for house wares merchandise ·Trained new members of the team · Ensured floor appearance always up to standard including dusting and cleaning of glass displays as appropriate ·Checked inventory and placed orders with stock personnel as needed ·Created substitute displays when merchandise were sold out or not readily available · Maintain bridal registry References available upon request.