Outdoor

Office Manager

Top Management

I am an experienced call center leadership person having been a CS Manager, Asst Manager, Supervisor, Trainer, and team lead. I use a collaborative management style, I recruit and build high functioning teams, and I make effort to always be a positive example to others. I’m a quick learner who achieves goals and optimizes performance through teamwork and understanding the task at hand. Known for my leadership, ability to quickly hire and continually develop a diverse team, and positive attitude, I bring good energy and inspire my supervisors and team members to do their best work and meet or exceed business metrics.

•	While in the call center, consistently taking 40+ calls per day.
•	Greet and provide assistance to walk in participants and applicants. 
•	Maintain and create accurate notes within the CRM system.
•	Explain and provide information on housing programs and services.


CS Specialist II

Lead a small team who deal with County Covid health questions.

Call Center Lead

Philip G. Lewis IV
425-776-6772 I pglewis4@mindspring.com I linkedin.com/in/pglewis4

CUSTOMER SERVICE LEADER
More than twenty years of exceptional customer service experience to both internal and external customers. An experienced manager, supervisor, and trainer with a positive attitude, strong capacity for onboarding and teaching new technologies and mentoring using a collaborative management style focused on call centers.

 
•	Call center management
•	Software integration, training, and development
•	Alignment with inbound and outbound sales and wholesale teams
•	One-on-one and classroom training
•	Fosters high functioning teams
•	Consistently positive attitude
•	Highly collaborative leadership style
 

PROFESSIONAL EXPERIENCE¬¬¬¬¬¬¬¬¬¬¬-_____________________________________________________________
Amazon / Contracted through Aerotek, Seattle, WA			              October 2020 to April 2021
CRC Team Manager 
•	Took on a new role with the HR Covid Resources Center department and managed a team of up to 30 case managers to assist Amazon employees with their Covid related questions. 
•	Maintained and recorded all relevant metrics for the team to assure they were meeting department requirements. 
•	Held daily briefings to cover updated policy changes, share kudos, and help keep the team focused on best practices and held bi-weekly 1 on 1 sessions with each team member to foster clear communication of all strengths as well as learning opportunities. 

CC Filson Company, Seattle, WA	 			 		            September 2017 to March 2020
Customer Service Manager (2018-2020)
Customer Service Supervisor (2017-2018)
•	Managed a call center for a peak season high of 39 CSRs while the company grew by over 20%
•	Analyzed business needs and prioritized departmental goals to make sure that phone, email, and chat teams provided world class customer service and met company and marketplace demands.
•	Partnered effectively with Human Resources to drive consistent hiring strategy and effective HR practices.
•	Managed annual departmental budget of over $1 million, including payroll, hardware upgrades, etc.
•	Directed the writing of new SOPs and customer service procedures to ensure consistent and highlevel customer care.
•	Integrated EU/UK customer service responsibilities into US-based call center when in-country call centers were closed.
•	Hired and mentored a supervisory team, ensuring a variety of backgrounds and skills to complement my leadership style, with focus on exceeding customer expectations.
•	Presented a cost/benefit analysis and business case for new call center computer hardware to the CEO, received approval, and oversaw IT installation, with project completion in one month.
•	Restructured the departmental training process and priorities; created and hired new CS Analyst based on business needs.
•	Implemented SalesForce and lead the customer service training roll out.
Full Circle Farm. Seattle, WA		 www.fullcircle.com		      November 2015 to September 2017
Customer Service Lead
•	Quickly learned customer service and call center systems and expectations and increased inbound ticket efficiency by 50% within two weeks.
•	Selected to lead software installation, development and training for customer service team.
•	Became the top call and ticket performer within one week.
•	Rewrote the training manual and became assistant trainer.
•	Read resumes, conducted interviews, and assisted the CS Manager with choosing new CS Reps.	
Doug's Lynnwood Mazda. Edmonds, WA	www.dougsmazda.com		                 January 2015 to July 2015
Sales Associate 
•	Became Mazda certified within 30 days in order to be certified to sell new cars.
•	Made the base sales bonus my second month.	



CC Filson Company. Seattle, WA	www.Filson.com			      September 2003 to February 2014
Customer Service Assistant Manager and Wholesale Support Supervisor. 
•	Managed the hiring, training, and daily work of customer service supervisors, reps, and trainer. 
•	Quickly recognized by management team for the ability to deal with difficult customers and situations in a positive manner, both over the phone and in person.
•	Initiated and developed interdepartmental communications and consistent meetings to ensure proper visibility and representation of the customer service team.
•	Developed and managed a database of non-standard wholesale accounts by creating account profiles and closely managing communication, service levels, and customer needs.
•	Served as primary customer service contact for regional Sales reps and nationwide retailers; served as “first contact” new dealer set up to and assuring wholesale customer satisfaction.
•	Increased the service levels to the individual dealers as well as the Sales reps. In the last 1/3 of 2013 my team dealt with 78% of the total wholesale orders which was more than the total for the same time in 2012. A 2013 questionnaire to the top dealers brought back 100% “satisfied” or “very satisfied” responses to the question of the service level being provided. 
•	Managed all EDI interactions for eight years.
Philips Medical / Contracted through Adecco Staffing. Bothell, WA		    April 2003 to August 2003 
Customer service representative and Dispatcher in the Ultrasound division. 
•	Learned the SAP program quickly and became a valuable team member within a week.
•	Quickly added new skills including VOSS and Voice Mail order entry. Worked at Philips through Adecco Staffing Inc so as to receive incoming calls from Field Engineers and customers as well as entered parts orders for delivery to customers.
Earthlink Inc. Bellevue, WA		www.earthlink.net				        June 1999 to March 2003 
Customer Service Representative and Customer retention team member.
•	Provided internal support to call center representatives, answered questions, and handled sensitive customer situations in a professional and calming manner.
•	Recognized by management for consistently providing complete and accurate resolution of customer issues; maintained higher than average call volumes and which reduced the overall churn rate from 5.7% to 3.8% in two years.
•	Trained temporary and permanent employees to ensure speedy communication of priority material.

Technical skills and experience
Recent use includes Microsoft Dynamix AX | Magento | SalesForce | ADP time card tools | Zendesk Word | Outlook | Excel. Past use includes Avexxis/CCM | SAP | VOSS | Epiphany | Zimbra | SPS Commerce, and a variety of wholesale account proprietary EDI processing tools.

Other Experience
Co-Founder of Dreamcon, a three day, annual, Sci–Fi/Gaming convention run entirely by volunteers that grew from 400 up to 2000 attendees. Director of Dreamcon for two years, asst director for two years and other staff positions. Chairman of the board of Dreamcon Inc from 1987 until 2006. Earned my Black Belt in Tae Kwon Do in December 2011.

Happily working my way through seminars at Masterclass.com with a focus on management and leadership. These include classes from Anna Wintour, Chris Voss, Howard Schultz, and many others.

Additional Employment Experience
Humongous Ent. 9-97 to 1-99. Facilities Assistant. Computer game design company. Provided all Mail, FedEx, UPS and other shipping needs, warehouse management, inventory control, general maintenance, and courier duties. Assisted in a complete warehouse re-organization. Five Rings Publishing. 9-95 to 4-97. Manager RPG International, a mail order game company. Ran the mail order game division which included answering order calls, customer service, shipping, receiving, and inventory control. Also, a regional demonstration team leader, teaching and demonstrating games across the country. Ultrazone Portland, OR. 9-94 to 9-95. General Manager. Directed all day-to-day oversight of the facility, hiring and personnel concerns, scheduling, payroll, staff training, and technical/mechanical support. Oversaw the opening and set up of an entire new facility.
Earlier jobs included varied retail and food service positions, tear down and set up of mobile homes, and Plastic Injection Molding.


Customer Service Manager

• Quickly learned customer service and call center systems and expectations and increased inbound ticket efficiency by 50% within two weeks.
• Selected to lead software installation, development and training for customer service team.
• Became the top call and ticket performer within one week.
• Rewrote the training manual and became assistant trainer.

Customer Service Lead

January 2015 to July 2015
Sales Associate
• Became Mazda certified within 30 days in order to be certified to sell new cars.
• Made the base sales bonus my second month.

Manager

• Managed the hiring, training, and daily work of customer service supervisors, reps, and trainer.
• Quickly recognized by management team for the ability to deal with difficult customers and situations in a positive manner, both over the phone and in person.
• Initiated and developed interdepartmental communications and consistent meetings to ensure proper visibility and representation of the customer service team.
• Developed and managed a database of non-standard wholesale accounts by creating account profiles and closely managing communication, service levels, and customer needs.
• Served as primary customer service contact for regional Sales reps and nationwide retailers; served as "first contact" new dealer set up to and assuring wholesale customer satisfaction.
• Increased the service levels to the individual dealers as well as the Sales reps. In the last 1/3 of 2013 my team dealt with 78% of the total wholesale orders which was more than the total for the same time in 2012. A 2013 questionnaire to the top dealers brought back 100% "satisfied" or "very satisfied" responses to the question of the service level being provided.
• Managed all EDI interactions for eight years.

Customer Service Assistant Manager and Wholesale Support Supervisor

in the Ultrasound division.
• Learned the SAP program quickly and became a valuable team member within a week.
• Quickly added new skills including VOSS and Voice Mail order entry. Worked at Philips through Adecco Staffing Inc so as to receive incoming calls from Field Engineers and customers as well as entered parts orders for delivery to customers.

Customer service representative and Dispatcher

• Provided internal support to call center representatives, answered questions, and handled sensitive customer situations in a professional and calming manner.
• Recognized by management for consistently providing complete and accurate resolution of customer issues; maintained higher than average call volumes and which reduced the overall churn rate from 5.7% to 3.8% in two years.
• Trained temporary and permanent employees to ensure speedy communication of priority material.

Technical skills and experience:
Recent use includes Microsoft Dynamix AX   Magento   SalesForce   ADP time card tools   Zendesk Word   Outlook   Excel. Past use includes Avexxis/CCM   SAP   VOSS   Epiphany   Zimbra   SPS Commerce, and a variety of wholesale account proprietary EDI processing tools.

Other Experience
Co-Founder of Dreamcon, a three day, annual, Sci-Fi/Gaming convention run entirely by volunteers that grew from 400 up to 2000 attendees. Director of Dreamcon for two years, asst director for two years and other staff positions. Chairman of the board of Dreamcon Inc from 1987 until 2006.

Earned my Black Belt in Tae Kwon Do in December 2011.

Happily working my way through seminars at Masterclass.com with a focus on management and leadership. These include classes from Anna Wintour, Chris Voss, Howard Schultz, and many others.

Additional Employment Experience

Customer Service Representative and Customer retention team member

Computer game design company. Provided all Mail, FedEx, UPS and other shipping needs, warehouse management, inventory control, general maintenance, and courier duties. Assisted in a complete warehouse re-organization.

Facilities Assistant

9-94 to 9-95. General Manager. Directed all day-to-day oversight of the facility, hiring and personnel concerns, scheduling, payroll, staff training, and technical/mechanical support. Oversaw the opening and set up of an entire new facility.
Earlier jobs included varied retail and food service positions, tear down and set up of mobile homes, and Plastic Injection Molding.

Manager RPG International

Philip Lewis is an Office Manager at Seattle Housing Authority in Mountlake Terrace, WA.

Philip Lewis — Office Manager at Seattle Housing Authority

Philip Lewis

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