1. CARRIE HALLORAN-SEESHOLTZ
firstname.lastname@example.org • 404-395-4301
CUSTOMER SERVICE & CLIENT RETENTION MANAGER
CUSTOMER SATISFACTION – TEAM LEADERSHIP & DEVELOPMENT – ISSUE RESOLUTION – PROFIT GENERATION
Results-driven customer service manager experienced in providing quality assurance and operational leadership to drive
forward competitiveness and productivity. Possess expertise in developing comprehensive strategies that raise the bar,
improve customer service and maximize revenue. Decisive leader recognized for strengths in problem solving and ability to
develop teams that are highly collaborative and productive. Leverages exemplary problem solving abilities to quickly address
and resolve issues that arise. Adept at fostering relationships and Identifying and accelerating strategic measures that
strengthen performance with sustained, bottom-line results.
AREAS OF EXCELLENCE
Efficiency & Performance Improvement
Communication & Negotiation
Customer Service Excellence
Teambuilding & Leadership
P R O F E S S I O N A L E X P E R I E N C E
SERVICE FOODS INC. • Norcross, GA February 2015 – Present
Director of Communications
Charged with overseeing and driving staff in the achievement of corporate goals, metrics and key performance indicators
(KPIs), building a highly cohesive, success-driven team and removing barriers across 3 sales organizations. Develop and coach
all levels of management team to drive results. Design, develop and implement customer service and customer retention
processes and continuously review procedures for streamlining and process improvement opportunities.
Developed problem codes for customer service issues and with the respective resolution codes for tracking purposes to
help identify current issues.
Streamlined phone prompts to ensure customer calls were answered by the corresponding business Division and directed
to the appropriate areas for resolution.
Manage employees in the fulfillment center out of Greensboro, NC.
Foster open communication and collaboration across all department to ensure a seamless purchasing experience.
THE JULES LAW GROUP • Norcross, GA June 2014 – February 2015
Delivered exemplary service to incoming clientele, greeting clients, preparing conference rooms and managing front desk
operaitons. Performed all ordering of incoming title requests and maintained all client files.
Processed all residential and commercial sales agreements including data entry into Land Tech.
Request seller payoffs from lenders as well as HOA closing documents.
Prepare Investors Insurance and Chicago Title Insurance CPL’s and quote applicable Title Insurance rates.
Performed CTIC buyer/seller and GSCCCA background /lien checks.
Schedule closings accordingly to meet contractual deadlines.
Liaised with lenders, Real Estate Agents and clients to help ease the overall real estate process.
Created Power of Attorney and Quit Claim Deed documents.
RICOH USA • Duluth, GA October 1997 – February 2013
Customer Interaction Team & Billing/Retention Manager
Oversaw the South Eastern Customer Interaction Team and File Retention Facility. Charged with maintaining overall
departmental policies and procedures as well as daily staffing. Measured employee performance against established
individual and team objectives.Staffed, managed and motivated a team of 14 direct reports in a 100,000+ annual inbound call
Staffed, managed and motivated a team of 14-30 direct reports.
Coordinated development and training for the department.
2. Carrie Halloran-Seesholtz, Page Two email@example.com • 404-395-4301
Prepared various departmental reports for the senior leadership team.
Delivered Monthly and Annual performance appraisals for direct reports and approved payroll.
Tracked shift adherence and approved payroll for direct reports.
Recommended new/improved procedures as needed to improve productivity and employee job performance.
Monitored and documented monthly activities and department performance, including quality audits to ensure excellent
customer service was delivered to all internal/external customers at all times.
Oversaw and managed the Equipment Relocation Team processes for the entire North and South East.
Tracked automatic meter esults and communicated progress with Customer Billing Senior Leadership Team.
Charged with developing and maintaining strong work relationships with internal and external customers.
Established higher call center standards by assisting in the employee performance score card redesign to capture essential
qualities of high-level customer service.
Managed national call center customer survey site, resulting in valuable feedback for continuous improvement efforts.
Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.
Trained 500+ employees in a Customer Service Excellence training course at the IKON Campus in Norcross GA.
Managed and hired reputable employees to maintain 3 receptionist lobby areas at the IKON campus in Norcross, GA.
Developed internal reputation for excellent customer service leadership through business results and abundant external
and internal accolades.
Designed and trained supervisory staff to use new employee motivational incentive program which increased employee
Formed and helped coordinate the implementation of a Customer Billing Employee Appreciation Committee and continued
to oversee the Weekly and Monthly recognition program. Implemented the employee Spotlight/Wall of Fame.
Facilitated center-wide employee recognition events during Employee Appreciation Week.
Served as Star Squad Member (2007 – 2010), Duluth CCC Employee Newsletter Contributor, Integration Committee
Member (2011 – 2012), and Employee Wellness Committee Member.
Supported transition of Legacy system (OMD) to Oracle in 2005 by helping develop the CIT training curriculum and then
facilitated employee training and provided center wide support as an Oracle Super User.
Traveled to other Customer Care Centers (Tempe, Houston and Glastonbury) to facilitate employee Oracle training and
provided transitional support.
Ricoh Innovation Award Winner, May (Go Green Submission).
E D U C A T I O N & P R O F E S S I O N A L D E V E L O P M E N T
PENN STATE UNIVERSITY - State College, PA , 1987 – 1989
SAVANNAH COLLEGE OF ART AND DESIGN - Bachelor of Illustration, Savannah, GA, 1989 – 1992
Participated in 35+ Managerial Training Courses