CHRISTINE CHERRY
Staten Island,New York
Summary
Proven ability and drive to excel in a fast-paced, challenging environment. Effective communicator with demonstrated ability to manage, motivate and inspire associates. Experience with managing large, high performance teams. Significant experience/success with managing client’s expectations. Hands-on, passionate, highly motivated employee. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction.
Overview
23
23
years of professional experience
Work History
Client Services Manager
Conduent
09.2023 - Current
- Interact with clients on regular basis to quickly alleviate issues and provide project updates. inquiries, identifying and assessing clients' needs, resolving problems, for the New York State Thruway, MTA, Port Authority.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Developed new employees and on-going performance assessment of current employees.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
Customer Service Manager, EZPass Program
Conduent, XEROX
10.2016 - Current
- Accountable for leadership and complete oversight of multiple departments for the largest electronic toll collection programs in the world
- Responsible for more than 61 employees, 4 direct reports and several MBE/WBE vendors
- Responsible for leading the customer correspondence program including mail, web and email totaling over 30 million units per year
- Responsible for a number of departments, which includes the residency team, mail house, and noticing
- Manage several client relationships across three government agencies: MTA, PANYNJ, NY State
- Thruway Authority
- Identified new business opportunities and led the implementation of several change orders within the operation
- Serve as an SME and single point of contact for all things related to customer correspondence, violations processing, asset inventory, new training initiatives and client reporting
- Analyzed results of multiple SLA’s and provided actionable measures to achieve performance improvements..
- Significant interaction with several vendors including an external mail house, staffing agencies and other subcontractor services
- Perform internal audits on multiple vendors
- Responsible for forecasting budget and staffing requirements for multiple departments
- Key contributor in face-to-face, bi-weekly client status meetings
- Improved Management/Employee relations by taking a proactive role in engaging employees on a daily basis.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
Correspondence Supervisor
XEROX BUSINESS SERVICES, ACS
10.2010 - 02.2016
- NY E-ZPass Program Accountable for leadership and oversight of the correspondence department
- Responsible for assisting to lead our customer correspondence program including mail, web and email totaling Work with several clients across three government agencies: MTA, PANYNJ, NY State Thruway
- Authority to ensure all escalated customer service issues are addressed
- Effectively and efficiently manage the day-to-day operation of the Correspondence Department Manage the work flow of the department to ensure daily SLA’s are met Execute instructions and initiatives as directed by senior management
- Make recommendations for workflow improvements and efficiencies Oversee and mentor Team Leads and CSRs Process payroll for entire department Oversee the DMV registration program for MTA and Port Authority.
Call Center Supervisor
XEROX BUSINESS SERVICES
03.2007 - 10.2010
- EZPass Program Supervising and directing customer service operations in the department
- Implementing existing policies and procedures for both Xerox and the client
- Ensured metrics and SLA’s were met on a consistent basis according to all client contracts Ensure that customers are promptly, courteously and professionally served
- Conduct performance evaluation for the team leads
- Evaluate and recommend qualified candidates from the pool of Service Center employees for promotion to Team lead
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Promote the company’s Open Door Policy and resolve Service Center Staff’s issues or concerns or, as appropriate, make recommendations and referrals to other management to resolve the issue and concerns
- Prepare and administer write-ups and performance improvement plans
- Handle escalated calls from the team leads Assign tasks to the team leads, assist team leads in all job functions Recommend changes on policy and procedures for the department that would assist in improving processes Monitor Team Leads calls and provide feedback for improvement
Call Center Work Leader
Xerox Business Services
03.2002 - 03.2007
- Managing a team of Customer Service Representatives (CSR’s)
- CSR’s functions: include managing
- Business and Personal tolling accounts, individual and business Tolling Violations using Vector 4.0
- Customer Relationship Management system
- Team management duties include: proving statistics on Aux, proving daily sheets, and conducting monthly status meetings with my CSR’s
- Hand out team stats weekly such as aux daily and summary daily sheets and conducting monthly meetings with clerks
- Review and cover for the 7 queues to monitor call flow and IVR
- Assist the training department for new employees and organize side by side for the new training classes
- Daily monitoring of CSR calls for quality assurance using Avaya Site Manager
- In addition, review
- IEX and Avaya daily for reviewing clerk’s adherences and pulling reports for management
- Utilize
- VPI Voice Portal to listen to voice recordings to investigate customer or CSR complaints
- Handle escalated calls from CSR’s
- Resolve customer issues and follow-up with customers if necessary
- Recommend performance issue write-ups when needed
- Meet monthly with CSR has to review overall performance
- Assist with the updating of the policy and procedure’s for the department
- Prepare monthly agenda’s for work leaders
- Backup support for Retail Sales reports
- Assist clerks with ethic’s training
- Completed settlement sheets for the manual rebill team Assisted clerks with ethic’s training, being the go to person for customer escalations
Call Center Customer Service Representative
Xerox Business Services
03.2001 - 03.2002
- Resolving customer issues regarding disputes and account updates, processing credit card payment and deactivating tags.
Education
High School Diploma -
Curtis High School
Staten Island, NY 103101995
Skills
- TECHNICAL EXPERTISE
- Computer Skills:
- Windows 7
- Vector
- Avaya CMS Supervisor
- IEX
- MS Office
- ACD Systems - Avaya CMS-version 80 &
- R12
- FEPS (Front End Payroll System )
- VCC (Verizon Telephone System)
Accomplishments
- Supervised team of 100 staff members.
- Successfully Managed the following departments - Correspondence, Staten Island Residency Program , Lockbox Operation, Mail house Operation.
- Documented and resolved Client Related request which led to a decrease in clent escalations.
Timeline
Client Services Manager
Conduent
09.2023 - Current
Customer Service Manager, EZPass Program
Conduent, XEROX
10.2016 - Current
Correspondence Supervisor
XEROX BUSINESS SERVICES, ACS
10.2010 - 02.2016
Call Center Supervisor
XEROX BUSINESS SERVICES
03.2007 - 10.2010
Call Center Work Leader
Xerox Business Services
03.2002 - 03.2007
Call Center Customer Service Representative
Xerox Business Services
03.2001 - 03.2002
High School Diploma -
Curtis High School
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