Sr. Customer Service Relationship Group Mgr | Customer Service Jobs in Bothell | Customer Service Representative Jobs

Alzilene M

Sr. Customer Service Relationship Group Mgr

Posted on Oodle - 4 weeks ago

Location:: Bothell, WA

Features & Description

• Implemented the Contact Center. Integrated 3 Call Centers (Customer Services, Technical Support and Fulfillment in a single vendor), focusing on customer satisfaction, loyalty, and accounting for a 10% reduction in costs/year.
• 8 years experience managing Call Centers and I have experience in a high volume inbound and outbound calls.
• Created Customer Relationship Group responsible for managing Customer Service, Technical Support, Telesales, Database analysis, and CRM System areas; launching new relationship program and improving Customer Satisfaction and new sales opportunities.
• Workforce Management defining job skills/responsibilities, hiring, couching, motivating, managing 300 representatives outsourced and implemented Knowledge Management
• Led Call Center, responsible for vendor select such as EDS, Teletech, Teleperformance and Vermont, process definition, operation set up and control management.
• Experience in building and managing high budget costs to call center.
• Cross groups working collaboratively within Microsoft Business Areas that are impacted by the Call Center campaigns performance and efficiency.
• Lead ongoing projects and organize cross functional activities ensuring completion of the projects on schedule and within budget constraints. Manage multiple projects ensuring that the appropriate policies and guidelines are strictly adhered to.
• Responsible for Database analysis & data mining through Call Center operations (Customer Service programs, Marketing Campaigns, Complaint and Escalations Management Program, Customers and Partners Experience )
• Responsible for CRM strategies: planning, development and implementation through all sales and Call Center channels
• Provided systems deployment and support: Siebel, Clarify, and others. Familiarity with COPC standard.

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