chief customer officer warranty director resume example with 10+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Astute, experienced Office Management and Administration Professional with over 20 years of leadership experience optimizing productivity, efficiency, and customer service quality across various environments. Highly dependable, ethical, and reliable, commended for consistently driving team success with knowledgeable enforcement of company procedures and skillful personnel training. Works effectively with cross-functional teams in ensuring operational and customer service excellence. Self-motivated, bringing proven leadership, organizational, and customer relations skills. Independently solved problems and kept teams on task to handle diverse business requirements.

Strayer University Washington, D.C. Expected in BBA : Business Management / Healthcare Administration - GPA :

Course work in the following areas: Leadership and Organizational Behavior, Managerial and Economics and Globalization, Health Services Organization, Human Resource Management, Project Management, Operations Management

Work History
The Matthews Group Inc. - Chief Customer Officer/Warranty Director
City, STATE, 10/2017 - 12/2020
  • Developed, deployed and monitored processes to boast long term business success, increased profit levels by 32%
  • Oversaw day-to-day customer service operations for entire organization by fostering deep professional relationships with all team members on all levels and customers
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills
  • Led a team to help handle, maintain, and resolve all customer complaints/inquiries via mail, email, or phone in a timely and accurate manner promptly to customer inquiries
  • Contacted and traveled extensively to meet with our clients' executive board members to ensure all contractual agreements were maintained and satisfied with both parties
  • Established, improved, and strengthen relationships internally and externally with all customers and in all dealings, all while maintaining and generating multi-million dollar contracts
  • Provided and expected stellar customer service at all times with no exceptions
  • Interfaced with customers and our sales executives to handle both pre-sales and post-sales service functions
  • Kept records of customer interactions, transactions, comments, and complaints
  • Drove the organization to work together for optimum customer experience
  • Oversaw responsibility for corporate activities of customer relations with warranty department, pre, and post-sales, marketing, and finance (billing)
Relocated To Greensboro, NC - Personal Family Caregiver
City, STATE, 03/2016 - 09/2017
  • Relocated to Greensboro, NC, from Dallas Fort Worth, TX, to take care of a critically ill mother
  • Maintained all her professional and personal business affairs
  • Ensured all her medical and household needs were appropriately handled and executed
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
  • Kept close eye on mother vital signs, administered medications and tracked behaviors to keep healthcare supporters well-informed
  • Worked to improve and enhance her life through effective and compassionate care until her early demise
MoneyLending Mortgage - Business Operation Processing Manager
City, STATE, 08/2012 - 02/2016
  • Led 54 Loan Processors to process residential loans from initial application processes to funding the loan in a fast paced high pressure environment while providing exceptional customer service each and every day
  • Re-structured loans as needed to benefit the loan applicant(s) to include calculating income and various financial obligations
  • Collaborated with in-house Underwriting, Funding and Escrow departments to minimize customer impact
  • Performed highly detailed work, multi-tasked, worked under deadlines and accomplished goals while being analytical and task focused
  • Independent in thinking and action, took necessary actions with limited input from management while working in a team environment
  • Built rapport and communicated effortlessly verbally and in writing with internal and external customers
  • Recruited, interviewed and hired new employees bringing value to lending department.
  • Conducted weekly one-on-one meetings with employees to provide performance evaluations, resolve issues and answer questions.
JP MorganChase - Vice President of Mortgage Service Operations
City, STATE, 08/2010 - 08/2012
  • Led and managed staff of managers, exempt, and non-exempt operations team members in Jacksonville, FL and Texas
  • Directly responsible for approximately 142 non-exempt Mortgage Relationship Managers
  • Overseen scheduling for all staffing areas to include developing operational procedures, training initiatives and daily operations
  • Led and maintained the planning and achievement of departmental goals and objectives consistent with the company culture, mission and policies and procedures
  • Maintained knowledge and understanding of operational strategies of business models within all areas of departmental operations
  • Drove change and improvement strategies across the entire department
  • Resolved issues and recommended actions based on production and compliance reports.
  • Increased company growth through effective collaboration with sales and marketing departments.

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Resume Overview

School Attended

  • Strayer University

Job Titles Held:

  • Chief Customer Officer/Warranty Director
  • Personal Family Caregiver
  • Business Operation Processing Manager
  • Vice President of Mortgage Service Operations


  • BBA

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