Senior Manager - Customer Service Operations

1. Chuck E. Ritter
3748 Quail St. Mobile: (303) 667-6302
Wheat Ridge, CO 80033 buckeyesneers@comcast.net
Customer Service Manager
CAREER SUMMARY
Management professional with over 13 years of progressive experience leading major domestic business
units for a major Fortune 300 telecommunications company in a customer service call center
environment. Track record for operating organizations that provide world class service while reducing
cost, increasing employee productivity and driving revenue. Skilled in mentoring and developing teams
that interface with technology and customers on a daily basis. Innovative problem solver with natural
ability to assemble, train, retain, and support high performing teams committed to achieving outstanding
results.
STRENGTHS AND SKILLS
• Served multi-faceted roles in Human Resources management, multi-project management, new
start-up operations management, client relationship management, sales and service strategies,
and staff leadership and development
• Financial management, budgeting and performance measurements (department, company and
employee)
• Effectively led the annual appraisal process for all supervisors and hourly associates, to include
performance management, goal setting and compensation changes
• Outstanding interpersonal skills with all company levels, local and corporate
• Organized and hosted facility tours for domestic/international clients and internal employees
• Planned, scheduled, organized and conducted weekly and monthly performance meetings
ACCOMPLISHMENTS
• Created a national program centered around the reduction of processing errors for the Installation
division work orders. Graduated from a paper process to electronic, improving communications in
the field and reducing delays for customers
• Conceptualized the "Travel Pod” for Dish Network in 1997. A Training environment where new
employees took their first live calls together in a small, well supported environment. This resulted
in agents being productive 2 weeks faster than the conventional method, and is still used
company-wide today
• Constantly and consistently updated processes to ensure expedient response time for
consumers of domestic and international web communication teams, while tasked with
maintaining 24/7 electronic customer communication in a dynamic, changeable business
PROFESSIONAL EXPERIENCE
Dish Network Service LLC, Littleton, Co. 1996 – 2010
• Founding member of customer service center in 1996
• Promoted 9 times in 13+ years, including 18 different job titles.
• Career progression
o Customer Service Representative. Take inbound calls
o Mentor. Real-time, side -by-side training with new hire reps.
o Universal Representative. Handle & resolve escalated customer calls
o Training Coach. Supervisor of new hire reps.
o Sales Coach. Led team of 20 inbound call reps.
o Tech Coach. Led team of 20 inbound call reps.
o Customer Service Coach. Led team of 20 Billing/Programming inbound call reps.
o Sales Manager. Led team of 10 Coaches and inbound/outbound call 120 reps

2. o Installation Manager. Led nationwide installation policies and procedures
o General Manager, Installation. Wholly responsible for all P&L – 100 employees, $500k
product inventory, 30 vehicle fleet, dispatch, administration, payroll, facilities
o Executive Resolution Representative. Resolve highly escalated customer calls and e-
mails for Executive team
o Executive Resolution Manager. Manage reps. who resolve highly escalated calls and e-
mails for Executive team
o Recruiting Manager. Increased head count by 20% in 6 months
o Commercial Services Liaison. Manage relationship between corporate and call center
o Customer Care Manager. Manage supervisors who led reps. responding to customer e-mail
correspondence, including overseas team management
o Technical Support Manager. Led team of 11 Coaches and 155 inbound call reps.
o Commercial Services Manager. Led team of 7 Commercial Svcs. Coaches and 125
inbound/outbound call reps.
o National Accounts Manager. Led team of 2 Coaches and 15 inbound/outbound call reps.
John Elway Motors and Quality Mitsubishi - Automobile Salesman 1995-1996
Domino’s Pizza - Assistant Store Manager 1989-1995
TECHNICAL SKILLS
• Proficient in Microsoft Office (Word, Excel, & Power Point), Call Center Software including
CentreVu, Workforce Management & Call Forecasting Software including Aspect, IEX & Payroll
system Kronos. CSG Data systems, Rumba, Brixton and Oracle (Shipping/Returns, Team
Management, Product Inventory)
EDUCATION
• Bayshore High School, Diploma. Bradenton, Fla. 1983
• Manatee Area Vocational/Technical School (Culinary) Diploma. Bradenton, Fla. 1983
• US Air Force –Technical School Diploma, Denver, CO 1985
PROFESSIONAL TRAINING AND DEVELOPMENT
• First Aid, certified card holder
• CPR, certified card holder
• Preventing Harassment & Discrimination in the Workplace for Managers
• ADA/Reasonable accommodation
• Coach Behavioral Competency
• Effective Interviewing and hiring
• Business Ethics
• Leading For Extraordinary Results
• Managing Our Human Resources
• 360 degrees of Leadership
• Myers-Briggs Workshop
ASSOCIATIONS
• Denver Hispanic Chamber of Commerce, Volunteer and Leads Group Member
• Parent Teacher Association, Wilmore Davis Elementary, Presidential Assistant
• Girl Scouts of America - Volunteer
• Public Profile, http://www.linkedin.com/pub/chuck-ritter/13/268/621
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