Open to opportunities

Carly Anderson

@carlyanderson

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Passionate customer service leader with over 13 years of experience.

United States

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What I'm looking for

I am looking for a role that values leadership, strategic insights, and a commitment to excellence.

With over 13 years of dedicated experience in customer service management, I am a passionate and results-driven professional eager to bring my leadership and strategic insights to a Senior Customer Service Manager role. At Hachette Book Group, I led a dynamic team of 43-55 individuals, fostering a culture of excellence and continuous development. My efforts resulted in maintaining a 30-second average wait time for calls and a 1-business-day resolution for tickets, even amidst a 15% year-over-year increase in volume.

I have a proven track record in developing and implementing comprehensive training programs that ensure employee confidence and customer satisfaction. My role as a subject matter expert in Order to Cash system development has optimized fulfillment operations, while my strategic initiatives have driven team performance and customer-centric solutions. I am committed to creating a positive and collaborative team atmosphere, which has led to little to no turnover in my remote teams.

Experience

Work history, roles, and key accomplishments

Senior Customer Service Manager

Hachette Book Group

Feb 2023 - Jul 2025 (2 years 5 months)

Led a dynamic Customer Service team of 43-55 individuals, fostering a culture of excellence and continuous development to support US and international customer accounts. Created and implemented a nationwide remote hiring process to overcome compensation, local employment workforce, and logistics challenges.

Customer Service Leadership Workforce Management Governance Strategy

Customer Service Manager

Hachette Book Group

Aug 2017 - Feb 2023 (5 years 6 months)

Championed the setup and success of the Customer Service department, focusing on service level agreements and customer satisfaction. Established a robust Training Team and quality assurance processes to nurture talent and enhance service delivery.

SLA Management Talent Development Team Management

Claims Manager

Hachette Book Group

Sep 2016 - Aug 2017 (11 months)

Managed a proficient team in processing claims and chargebacks, ensuring efficiency and client satisfaction. Cultivated strong client relationships through effective communication and problem-solving skills.

Claims Processing Client Relations Efficiency Improvement Problem Solving Leadership

Collections Supervisor

FORUM Credit Union

Jan 2016 - Sep 2016 (8 months)

Oversaw the daily operations of the Collections department, focusing on compliance and team performance. Guided and mentored staff to achieve service excellence and meet organizational goals.

Regulatory Compliance Team Leadership Performance Management Customer Relations

Contact Center Assistant Manager

FORUM Credit Union

Dec 2011 - Jan 2016 (4 years 1 month)

Directed Contact Center operations, ensuring exceptional service delivery and achieving sales targets. Implemented strategic staffing plans and performance metrics to optimize operations.

Operational Excellence Customer Experience Leadership

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Associate degree, Healthcare Administration

Obtained an Associate degree in Healthcare Administration. The curriculum focused on the foundational aspects of healthcare management and administration.