Munzer Baker Email & Phone Number

Clearwater, Florida, United States

Responsible for a team of supervisors and a team of Member Service Representatives (MSR) in the daily functions and successes of the Florida Member Service Center (MSC). Day to day activities include ensure daily goals and service levels are maintained, MSRs are engaged with our clients and that teams are performing at the highest levels. . Summary of my responsibilities: * I am responsible for 120 employees• Develop and manage MSC day-to-day activities of in-house, remote and supervisor staff• Coordinate with MSRs supervisors and leads to implement programs to foster outstanding and state of the art communication and training techniques for in-house and remote MSC staff• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)• Work collaboratively with the work force management team to meet internal and external service level requirements. • Works with and supports MSC Director to meet budgeting and other financial objectives• Hire, coach and provide training, as necessary to personnel to maintain high MSC standards• Works with MSC Quality Assurance team to set goals and objectives to improve customer service, call intake processes, telephone handling and other MSR and supervisor process and procedures• Create programs that foster direct hiring of all staff while maintaining industry low turnover rates• Prepare reports for different departments or senior leadership• Adhere to all company policies and procedures.• Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.

Clearwater, Florida

As a Call Center Supervisor, my job entailed organizing and directing the daily activities of the call center’s operation. My main responsibility is to manage, train, and guide call center representatives to execute their tasks. I supported my team by helping to resolve customer problems and complaints, Daily responsibilities involved monitoring agents and calculate call center performance, and analyze reports. I prepare and assist in the development of schedules to control adequate staffing levels.

Orlando, Florida Area

Provided hands on customer service and support via social media venues while maintaining the overall social media customer experience. Key Roles and Responsibilities: Assisted customers regarding product and service problems and inquiries via social media. Performed root cause analysis for any high impact or repetitive issues via social media venues. Ensured proper handling and follow-up with customers, documented problems and corrective procedures. Provided business updates and recommendations to senior level management as it relates to current and future state of social media operations. Worked with Corporate Communications and Legal on a daily and weekly basis to ensure the appropriate responses and messages are being delivered via Social Media. My Achievements: • Assisted 20-30 customers daily via social media outlets, resolving billing disputes or technical cell phone issues. • Won “Individual Performance Incentive” Award for creating new SharePoint form that streamlined customer follow-up process by creating a centralized location for call back information and deadlines.• Contributed to weekly corporate meetings, identifying and strategizing AT&T news trends across social media. Skill sets I have perfected:Customer Support: Trends and Directions | Tolerance for Ambiguity and Stress | Solves Problems and Analyzes Issues | Mobile Social Applications | Communicates Powerfully and Prolifically | Collaboration and Teamwork

Ocala, Florida Area

Supervised the work of a group of inside sales representatives in an Inbound Call Center who are responsible for selling company products and servicing customer accounts. Key Roles and Responsibilities: Directed work activities to achieve the volume expected to meet operational requirements. Ensured accuracy and efficiency of service, maximization of sales revenue and adherence to established policies and procedures. Directed, coached, motivated, and developed telephone sales and service skills of all supervised sales representatives to ensure that sales and service goals are met. Monitored performance of representatives according to established monitoring standards. Counseled and advised representatives regarding performance and discipline.My Achievements: • Managed team of 17 representatives, providing excellent customer service and driving sales for new cable, internet, and wireless activation. • Led team to exceed 100% sales goal attainment in 2014: 126% for new U-Verse, 110% for new broadband, and 123% for new wireless activation, all while maintaining cancel rate below 13%.• Mentored new managers in sales strategies, and coached sales reps in first call resolution strategies. • Served as back up area manager, supporting 200 representatives. • Created monthly action plan for sales team members, aligning their contributions to company, and team goals.• Conducted weekly team meeting to share information regarding new products and servicesSkill sets I have perfected:Sales | Cross-Selling | Addressing Customer Needs | Develops Others | Drives for Results | Inspires and Motivates Others to High Performance | Communicates Powerfully and Prolifically | Collaboration and Teamwork | Displays High Integrity and Honesty | Solves Problems and Analyzes Issues | Customer Service Management | Knowledge of Organization | Call Center Technologies

Ocala, Florida Area

Primary responsibility is supervision of employees involved in Customer Service, Retention, Fraud, Credit & Activations and Collections. Coached, motivated, trained, developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. Used strong knowledge of customer systems, products/services and leadership skills to oversee and guide employees to meet performance and customer service objectives. Reviewed and evaluated staff on ability to meet those objectives. Administered appropriate disciplinary action as warranted. Recommended promotion for employees who consistently exceed performance expectations. My Achievements: • Coached, motivated, trained, and developed employees to defuse escalations and lower Average Handle Time (AHT) and Transfer/Conference rate, while improving post call surveys and recorded quality calls. • Utilized DIRECT model in coaching sessions, aimed at establishing rapport, identifying areas for development, and creating roadmap and benchmarks for improvement. • Created call center spreadsheet automatically computing representatives raw performance metrics into measurable results, and trained management on how to utilize new system, saving management hundreds of hours of manual data manipulation. • Key player in winning arbitration case against AT&T through utilizing detailed coaching notes and documentation, ultimately saving the company thousands. • Participated in the testing and evaluating of new company billing system Skill sets I have perfected:Develops Others | Inspires and Motivates Others to High Performance | Customer Service Management | Addressing Customer Needs | Displays High Integrity and Honesty | Collaboration and Teamwork | Communicates Powerfully and Prolifically | Drives for Results | Solves Problems and Analyzes Issues | Knowledge of Organization | Call Center Technologies | Innovation

Ocala, Florida Area

Conducted attendance audits and provided results and findings to leadership at all levels. Ensuredattendance standards and expectations are shared with employees. Interacted and Partnered withthe union on attendance related matters. Conducted employee attendance discussions and forward documentation appropriately. Provided training to the management team to ensure compliance with applicable practices, regulations and policies.Ensured attendance standards and expectations are shared with, understood, and implemented by assigned management teams. Ensured accurate and timely information is provided to employees applying for or taking any leave of absence. Act as a liaison between the employee on leave, their home supervisor, and the Leave Center and HR.My Achievements: • Created spreadsheet process, as well as completed quarterly ops review, improving the tracking of employees on leave and disability, and recommended further process improvements that were subsequently implemented. • Lowered the number of representatives out on leave from 80 to 45 within 2 months by following up, and implementing terminations policy for those in violation. • Created PowerPoint to train representatives at resource desk, resulting in streamlined FMLA reporting. Skill sets I have perfected:Accuracy and Attention to Detail | Drives required changes in the culture | Makes decisions quickly | Takes smart, calculated risks | Develops Others | Communicates Powerfully & Prolifically | Problem Resolution | Drives for results

Ocala, Florida Area

Responsible for reporting Correspondence data to Area Manager, Director and Regional Vice President via email on a daily basis and analyzed trends with incoming correspondence. My department assisted external/internal customers with routine requests, questions and concerns through research and resolution. Answered written requests from external customers. Researched product, service, billing and installation/repair inquiries. Ensured that customers receive the best service possible while processing requests and concerns. My Achievements: • Tracked and created benchmarks for team productivity through creating spreadsheet process.• Trained sales staff to process transfer-of-service requests, reducing the amount of calls into customer service center. • Developed cost savings initiatives, including reducing postage expense through analyzing amount billed. Skill sets I have perfected:Innovation/Creativity | Customer Support: Trends and Directions | Trainer | Takes Initiative | Tolerance for Ambiguity and Stress | Develops Others | Drives for Results | Fault Management

Associate Of Arts (A.A.), Business Administration And Management, General

Business Administration And Management, General