William R.

Libby
Phone: (757) 642-8641
E-mail: wl6b0e88@westpost.net

Professional Customer Service Manager

Increasing Bottom-Line Profitability and Financial Success through Customer Loya
lty

SUMMARY OF QUALIFICATIONS
Accomplished manager with a proven ability to develop and implement key strategi
es that support business and financial objectives. Have formulated new initiativ
es to increase profitability and customer loyalty while recovering $5 million of
lost revenue. Recognized as an expert in managing large numbers of staff and eq
uipment to achieve overall business goals.
Respected leader, able to build highly motivated diverse customer service teams
focused on achieving revenue goals. Keep up-to-date with changes in the industry
through continuing professional development.
Areas of Expertise:
Coaching and development of human capital
Product knowledge management
Financial management and logistics
Customer service, sales, churn reduction management
Training and personnel management
Strategic/Tactical Planning
Purchasing, profit and loss control management

CAREER ACHIEVEMENTS
CALL CENTER MANAGEMENT
Effectively coached and motivated a team of at least 12-15 representatives to p
roactively assist customer issues and provide quality customer service.
Spearheaded a successful pilot program to recover $5 Million dollars of lost re
venue Nextel. Helped coordinate, develop, and implement new processes for the su
ccess of this pilot program.
Successfully managed a new beta trial for 6:1 technology, which included proces
s development and training of the team. Responsible for reporting all newly gath
ered data for this project.
Handled all escalations for team members and the department as needed while mai
ntaining and establishing strong customer service relationships.
Increase team productivity and performance through effective inbound and outbou
nd calling.
Established and implemented strong team quality assurance program.
Interviewed new candidates for hire.
Administered setup and maintenance of employee records/ payroll information as
well as handled any disciplinary issues based on policy.
Accountable for assistance with weekly strategy planning and establishment of t
eam goals. Assisted with daily queue volume and work assignments.
Dedicated to loss prevention of customer base/churn reduction through customer
satisfaction.
Accountable for assistance with employee retention and satisfaction.
Monitoring and maintain team adherence to FDCPA and Fair Credit Reporting Acts
as well as all other applicable federal, state, and local regulations regarding
debt collection.
RESTAURANT MANAGEMENT
Supervised a high volume full service fast food restaurant, with an average emp
loyee base of 30 or more employees.
Accountable for profit, loss, and customer growth. Proactive with food inventor
y, labor costs, and purchasing while operating within approved budget constraint
s.
Responsible for cash control management.
Managed a full service cafeteria of 50 employees and 3 managers with a weekly c
ustomer count of 6000 and an average weekly food inventory of $10,000.
Designed and implemented financial and customer service procedures, that increa
sed customer growth by 5%; reduced loss by 1.5%; and increased bottom line profi
ts over the previous year.

PROFESSIONAL EXPERIENCE
Customer Service Lead Specialist
Waste Management
Operations Manager
Portfolio Recovery Associates
Manager
Chick-Fil-A Restaurants
Supervisor
cations Hampton, Virginia
Customer Service Manager
Piccadilly Cafeterias, Incorporated
April 2007 present
Chesapeake, Virginia
December 2005-November 2006
Hampton, Virginia
August 2005-December 2005
Chesapeake, Virginia
July 2000 July 2005 Nextel Communi
April 1997- June 2000
Norfolk, Virginia

EDUCATION AND TRAINING

Bachelors in Business Administration/Management degree 2005-2007

Strayer University, Chesapeake, Virginia
Member of the Presidents List, National Deans List, Alpha Chi National Honor Soc
iety, Summa Cum Laude
Portfolio Recovery Associates Operations Manager Debt Collection training
December 2005
Nextel Communications Training Courses (Certificates) 2000-2005
Leading Others: Fundamentals of Supervision course
Nextel Management Essentials Course
* Behavioral Interviewing, All-inclusive Workplace, Management Law, Performance
Management, Managing Corrective Action, Recruiting and Hiring, Career Management
, Career Development Certificate, Nextel Leadership for Results Series
* Basic Principles for Collaborative Workplace, Giving and Receiving Feedback, C
onducting a Collaborative Performance Review, Coaching - Bringing out the Best i
n Others. Giving and Receiving Recognition Certificate,
* Ensemble training course Certificate, Speed Pay training course, various cer
tificates = Web-based training, Insider Trading (WBT), Extreme Integrity (WBT)

Certificate, Food Managers Course 1998-2001

Cities of Virginia Beach and Chesapeake, VA
Diploma, Business Management Course June-August 1997
Morrisons Incorporated

AWARDS:
2001: Nextel Circle of Excellence for outstanding performance.
2008: Waste Management Customer Service Member of the Year

TECHNICAL PROFICIENCIES
Computer proficiency
O/S: Windows 2000 Professional, NT//Me/XP
Applications: Microsoft Excel, Word, Power Point, Outlook, F
rontPage
Management:
Employee supervision; Financial (including lost accou
nts); Multi-tasking;
Logistics; Customer retention; Purchasing, profit and
loss; Training
Product knowledge; Coaching and development of resour
ces