Summary
Overview
Work History
Education
Skills
Timeline
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Abe Samiley

Orlando,FL

Summary

Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals.

Overview

9
9
years of professional experience

Work History

Customer Service Manager

Teddy Mountain LLC
Kissimmee, FL
05.2024 - Current
  • Developed policies and procedures related to customer service operations.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Audited customer account information to identify issues and develop solutions.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Recruited and trained new employees to meet job requirements.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Monitored phone calls to provide feedback and coaching.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.

Call Center Manager

Thompson Facilities at Howard University
Washington, DC
02.2023 - 04.2024
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Planned maintenance activities in accordance with budget limitations, building use needs and operational requirements.
  • Conducted regular inspections of equipment, buildings, grounds, and other areas to identify necessary repairs or improvements.
  • Addressed building emergencies with high-level urgency and developed timely and effective solutions.
  • Provided support in the planning of special events held at the facility.
  • Developed and implemented policies and procedures for maintenance, repair and operations of facilities.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
  • Monitored performance by reviewing relevant reporting data and producing statistical reports.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
  • Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
  • Created and implemented procedures for handling customer inquiries and complaints.
  • Developed and maintained a team of call center representatives to meet performance standards.
  • Analyzed data from various sources to identify trends in customer inquiries and complaints.
  • Conducted regular meetings with staff to discuss issues or changes in processes or procedures.

Call Center Manager

Balian Springs
Alexandria, VA
10.2022 - 02.2023
  • Set aggressive goals for employees in order to boost motivation and drive company success
  • Shared best practices with on-site and external personnel to align efforts and goals
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader
  • Strengthened existing customer relationships through extensive communication and tried-and-true marketing strategies
  • Developed quality employees to take over leadership roles within the call center
  • Improved staffing during peak periods by creating employee schedules and monitoring call-outs
  • Reduced inconsistencies in workflow while recruiting, interviewing, and hiring new employees
  • Devised, implemented, and tracked promotional strategies to increase long-term business success by maximizing sales and profits.

Independent Consultant

Red Hat Inc
McLean, VA
04.2020 - 09.2022
  • Prepared functional and technical documentation data for clients
  • Pushed for operational changes that resulted in cost savings and higher profit margins
  • Evaluated software applications and systems in order to find ways to improve them
  • Created and modified programs to meet the needs of customers

Team Leader

Coliseum of Comics Millenia
Orlando, FL
01.2018 - 04.2020
  • Completed daily paperwork and computerized sales data entry as directed by management
  • Trained and developed new employees to make their transition into the team as smooth as possible
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

Systems Support Technician Lead

Asurion Corporate Office
Orlando, FL
09.2017 - 11.2018
  • Implemented, developed, and tested the installation and update of file servers, print servers, and application servers in all departments
  • Led an overhaul of the company's best practices, which resulted in significantly higher employee retention rates and a top-ranking as an industry leader
  • Developed quality employees to take over leadership roles within the call center
  • Developed, managed, and implemented a business plan, as well as communicated the company's vision and goals to motivate teams.

Admissions Advisor

Bisk Education
Tampa, FL
10.2015 - 02.2017
  • Helped high school seniors complete college applications and meet graduation requirements
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys
  • Solved enrollment issues, improved operations, and provided excellent customer service

Education

Communications - Bachelor of Arts -

University of Wisconsin - Madison
Madison, WI
01.2019

Skills

  • Customer service
  • Team management
  • Performance monitoring
  • Employee training
  • Communication strategies
  • Strategic planning
  • Policy writing
  • Data analysis
  • Process improvement
  • Schedule management
  • Effective workflow management
  • New hire training
  • Policy enforcement
  • Talent development
  • Superior computer skills
  • Performance evaluations
  • Time management
  • Process improvement specialist

Timeline

Customer Service Manager

Teddy Mountain LLC
05.2024 - Current

Call Center Manager

Thompson Facilities at Howard University
02.2023 - 04.2024

Call Center Manager

Balian Springs
10.2022 - 02.2023

Independent Consultant

Red Hat Inc
04.2020 - 09.2022

Team Leader

Coliseum of Comics Millenia
01.2018 - 04.2020

Systems Support Technician Lead

Asurion Corporate Office
09.2017 - 11.2018

Admissions Advisor

Bisk Education
10.2015 - 02.2017

Communications - Bachelor of Arts -

University of Wisconsin - Madison

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Abe Samiley