KATHLEEN SWIFT

113 Winding Canyon Lane * Folsom, California 95630

( (916) 987-5758 * : kseda6d6@westpost.net
http://www.linkedin.co
m/in/vkswift

CUSTOMER SERVICE LEADER

Results-oriented, accomplished Customer Service Manager with extensive experienc
e in designing, implementing and executing informative training sessions and pro
viding daily mentoring to improve customer service standards. Drives performance
by championing corporate client service standards and ensuring the availability
of appropriate training, tools and support. Exceptional ability to build and m
entor top-performing teams. Key skills include:

* Customer Service
* Conflict Management
* Negotiation
* Human Resources
* Records Management
* Operations Management
* Relationship Building
* Team Building & Management
* Performance Management
* Training & Mentoring
* Program Development
* Strategic Planning
PROFESSIONAL EXPERIENCE
AT & T MOBILITY, LLC
1993 TO 2
009
Team Manager
Consistently promoted from a front line Accounts Receivables, Customer Care Repr
esentative and Lead Intern to a Team Manager in Customer Care as a result of exc
eptional customer service, outstanding management skills and proven ability to l
ead and motivate a team. Coached and developed training groups of up to seventy
new hires at a time, providing comprehensive instruction in customer service, pr
oduct knowledge and corporate quality guidelines to ensure customers receive unp
aralleled service. Managed feedback and development sessions to identify areas o
f need and specific concerns of new hires and call coaches. Provided coaching, m
otivation and feedback on a daily, weekly, monthly and annual basis to ensure co
rporate goals and standards were met by inbound care representatives. Graduate f
rom AT&T Manager Academy with three and one half years as a Team Manager and thr
ee years as a Team Lead.
* Played a key role in the design and development of the AT&T new hire program,
developing best practices and new procedures.
* Consistently exceeded company Quality Guidelines and performance metrics.
* Scheduled and coordinated staffing through Work Force and Productivity to insu
re adequate coverage to meet business needs.
* Monitored each representative's daily performance by monitoring, analyzing rep
orts, listening, evaluating calls on a regular basis and giving immediate feedba
ck for improvement strategies in a constructive, supportive fashion.
* Highly proficient with Advisor/ETalk giving feed back for improvement and prai
se through written documentation of the call.
* Proven ability to motivate others by building enthusiasm for ideals, recogniti
on, cross training and by building a team spirit.
* Highly skilled with a union environment and resolving employee conflicts and g
rievances.
* Conducted investigations regarding violations of the AT&T Code of Business.
* Assigned, delegated and monitored cases from our Commitment department to my t
eam to insure full resolution of our customer's issues. Monitored and delegated
incoming cases as needed.
* Directed and advised of improvement strategies and disciplinary actions when o
bjectives are not met up to terminations.
* Provided appropriate resolutions for customer escalations and used situations
as a coaching tool to provide focused accountability for challenging situations.
* Scheduled weekly team meetings and training sessions, approval of payroll and
monitoring productivity.
* First point of contact for my team and surrounding teams as needed.
* Calibrated in weekly quality sessions with the quality manager/staff team; com
municated organizational changes and policies to the team.

Graduate of the AT&T Manager Academy

Certificate of Trainings: additional upon request
* Managing Conflict
* Fostering Team Work
* Negotiating Skills
* Coaching Employees
* Managing Challenging call
* Managing Interpersonal Relationships
* Coaching for Quality Results: Resolution/Expectation setting
* Coaching for Quality Results: Part lll - All Quality Performance areas
* Documenting Employee Performance
* Manage Human Performance
* Customer Service Team Manager Expectations
* Managing Records
* Work place Violence awareness
* Professional Work Environment
* Conflict Management
* Team Building for Manager: Building High Performance Team/Developing a Collabo
rative Mindset
* Team Manager: You and the Customer Satisfaction Survey
* Code of Business Conduct
* Work Place Safety