Colleen Hatten
Oakdale,CT
Summary
As a seasoned Customer Service Manager, I've consistently delivered exceptional results, driving significant improvements in customer satisfaction, retention, and revenue growth. Notably, I've successfully reduced average handling time by 30% and increased first-call resolution rates by 25%, resulting in a 20% increase in customer satisfaction scores. Additionally, I've implemented process improvements that have yielded a 15% reduction in operational costs and a 12% increase in sales. My leadership has also been recognized through awards, including the "Customer Service Excellence" award and the "Leadership Excellence" award. Overall, my achievements demonstrate my ability to drive business growth, improve customer experiences, and lead high-performing teams.
Overview
17
17
years of professional experience
Work History
CSR Manager
Jackson
09.2019 - Current
- Excellent organizational skills with the ability to manage multiple projects simultaneously
- Coach and develop team members to enhance their skill and performance
- Organized and implemented regular development programs for staff.
- Provided proactive and personalized service to dedicated accounts.
- Set clear expectation and goals for the team that are aligned with company's objectives
- Facilitated team meetings to align goals and objectives.
- Analyzed team's performance, identifying key drivers and underlying trends.
- Monitored incoming calls, coordinated workflow, and assigned tasks to support team based on priorities.
- Coordinate routine activities including stats compilation and staff attendance tracking.
- Streamlined hiring processes to identify qualified candidates efficiently.
- Demonstrated robust leadership talents.
- Completed bi-weekly payroll for 30 employees.
Manager
Apple Inc
10.2015 - 09.2019
- Facilitated comprehensive understanding of firm's remote operations.
- Organized recurring meetings to effectively communicate essential updates.
- Facilitated resolution strategies by coordinating with customer relations departments.
- Working closely with other departments on troubleshooting advanced reported issues and escalated such issues to proper elevated departments
- Maintained customer communication to ensure consistent engagement.
- Manage every day takes such as stats,reports, AHT, attendance, training
- Evaluate employee performance and conduct ongoing coaching and career develop workshops
- Conducted analysis of financial and usage pattern data to identify key trends.
- Implemented strategies to enhance net promoter score across business segment.
- Responsible for Hiring new employees
- Managed over 30 employees per day and multiple teams
Senior Solutions Specialist (manager)
Cox Communications
11.2014 - 10.2015
- Opening and Closing Store Operations
- Performed regular assessments of representatives once a week.
- Responsible for coaching employees on correct process and procedure
- Assisted in training new hires
- Responsible for managing the team schedules
- Engaged in numerous focus group discussions to support initiatives.
- Super user and tester for Cox TV Contour
- Managed accurate filing systems to ensure easy retrieval of store records.
- Monitored project status and productivity while inspecting performances to decrease process discrepancies by 15%.
- Increased revenue by 20% to provide top product quality control and eliminate downtown.
Solutions Specialist
Cox Communications
07.2014 - 12.2014
- Accomplished sales goals based on matching customer needs and up selling based on information gained
- Analyzed current marketing trends with competitors
- Participates in store merchandising, inventory maintenance, cash drawer management, and opening and closing procedures
- Specializing in product knowledge, knowledge of campaigns and promotions to increase selling opportunities
- Super user for Cox wireless launch/ assisting other employees with wireless orders
- Learning new markets such as wireless and adapting to new location
- Assisting managers in opening and closing store operations
- Champion of various sales categories, responsible for developing and polishing skills of other employees
- Increased revenue by 10% to provide top product quality control and eliminate downtown.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Decreased process discrepancies, proactively inspecting performance and site safety while monitoring project status.
Business Government Customer Operations Manager
Verizon Wireless - Cellular & More
10.2012 - 05.2014
- Coached a group of ten to fifteen coordinators emphasizing support for business areas such as Small-to-Medium Business, National and State Government accounts.
- Streamline scheduling processes for the team.
- Organized and led staff training sessions.
- Evaluate employee performance and conduct ongoing coaching and career develop workshops
- Analyze financial and usage pattern data and create business proposals and pricing contacts
- High level project management for: "call in rate" and "repeat caller" reduction to increase overall net promoter score of business segment and entire customer issue resolution
- Handled the onboarding process for all Connecticut hires and select individuals from different branches.
- Responsible for Hiring new employees
Business Government Customer Operations Rep
Verizon Wireless
10.2007 - 10.2010
- Proactively take inbound calls from business costumer to ensure satisfaction with there account
- Took Escalations from others and resolved customers issue
- Top seller in department in accessories
- Managed business accounts and large as 3000 lines, with analysis on their account every month
- Took on the responsibility of training all employees on how to sell accessories and phones as the leaders of the department
- Responsible for team meeting for new trainings
Education
Associate of Science -
Gateway
Connecticut05.2005
Skills
- Management
- Microsoft office
- IOS
- Apple
- Workday
- D365
- Salesforce
- Staff training and development
- Call center operations
- CRM software
- Team leadership
- Relationship building
- Training and mentoring
Timeline
CSR Manager
Jackson
09.2019 - Current
Manager
Apple Inc
10.2015 - 09.2019
Senior Solutions Specialist (manager)
Cox Communications
11.2014 - 10.2015
Solutions Specialist
Cox Communications
07.2014 - 12.2014
Business Government Customer Operations Manager
Verizon Wireless - Cellular & More
10.2012 - 05.2014
Business Government Customer Operations Rep
Verizon Wireless
10.2007 - 10.2010
Associate of Science -
Gateway
Similar Profiles
Ari LantripAri Lantrip
Strategic Support Associate at JacksonStrategic Support Associate at Jackson
Yones MussaYones Mussa
Intern Software Developer at JacksonIntern Software Developer at Jackson
Dayana SuarezDayana Suarez
Diagnostic Medical Sonographer Student at Mercy Hospital , Jackson Ob,Jackson G ,Jackson EcoDiagnostic Medical Sonographer Student at Mercy Hospital , Jackson Ob,Jackson G ,Jackson Eco