Customer Service and Support Call Center Manager and Emergency Operations Center Call Center Manager
Hillsborough County Fire Rescue Foundation
Skill Profile: •20 years of customer service experience. •Extensive communication skills. •Results oriented, dedicated professional. •Collaborative leadership style. •Consistent performer with outstanding attention to detail. •Customer-centric and service delivery minded. Operations, Quality, and Process Management: •Responsible for management operation of the after hours team with Public Utilities. •Dispatched for Line Maintenance and other Public Utilities Field Service units. •Created input and feedback to reports retrieval. •Collaborated on policies and procedures. •Managed strategic internal and external customer relationships •Worked closely with the Line Maintenance/Field Maintenance to ensure strategic matters are addressed and resolved in a timely manner and new opportunities to provide customer value are investigated. •Participated in organizational and strategic planning with emphasis on building core customer service model that promotes service excellence. •Assisted Customer Service Reps in troubleshooting inquiries that require special handling. •Management of performance against internal & customer driven benchmarks. •Designed call log and established protocols for handling Public Utilities emergency water calls. •Built templates for Public Utilities customer service call center reports documentation process. •Documented processes for obtaining quality metrics and operational efficiency. •Acted as liaison between departments to ensure quality and process adherence. •Analyzed profit and loss statements and completed reports for those metrics.
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