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Customer Service Manager

Customer Service & Support

Over 14 years of leadership and management experience.  Background in interviewing, hiring and assisting in training of new employees.  Managed the day to day workflow of various groups and met or exceeded employee expectations.  Excellent communication skills that build rapport with colleagues, employees, and customers.  Competitive and responsible and can get the job done.

Progressive supervisory and management responsibilities including: employee training, adherence, efficiency and overall customer satisfaction.
•	Increased the company’s resale conversion stick rate percentage from 18% to 48% on a monthly basis, which increased the revenue by one million dollars per year.
•	Developed and helped draft an attendance policy for the Customer Solutions Department.
•	Worked closely with the QA Department to develop a QA form for the Customer Solutions Department.
•	Worked cross-functionally to develop and document the Customer Solutions Policy and Procedure manual utilizing ISO9000 standards, and then trained the existing and new associates on the policies and procedures.
•	Led the roll-out of a new project from the planning stages.  
•	Was the original Team Leader for our Customer Retention department which saw growth of nearly 600% in about one year’s time.
•	Responsible for all refunds for the company that are post 3-day right of rescission.
o	Maintain post 3-day refund rates below 2%
o	Contact customer and work with them to resolve concerns and recommit them to coaching, and work with management to minimize future complaints.
o	Work with various states Attorney General offices and Better Business Bureau on escalated complaints.
•	Responsible for collections for the company

Find out detailed information about Chad Coles, Customer Service Manager in Farmington, UT

Chad Coles: Customer Service Manager in Farmington, UT

Chad Coles

University of Utah

Weber State University