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.
• 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

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.

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.
• 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 |.

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.
• 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.

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.
• 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.
• 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.

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.
• 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.

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.
• 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.

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

Business Administration And Management, General