Customer Service Manager committed to delivering success through effective personnel and work flow management. Proven ability to develop relationships and support employees of all levels within an organization. Manage and support employee engagement, management & leadership coaching, talent assessment, performance coaching, learning and development and organizational effectiveness.
High customer service standards
Employee relations specialist
Service solutions expert
Call center management experience
Dedicated to process improvement
Conflict resolution proficiency
Telecommunications knowledge
Proficient with Microsoft Office Suite
Customer Relationship Management software (CRM)
Adept in automated attendant systems
Customer service management expertise
Awarded Macy's MAGIC Six Award for Leadership Excellence "2015".
Created an environment that refined performance expectations and lead team performance results in salesmanship 2014. Improved performance enhanced operating procedures focusing on business components of quality and customer service compliance audits, – in turn generating 20%+ in revenue growth.
Significantly contributed to strong litigation recovery performance. $8.24 million collected for the department. Represented DSNB in 42 court cases resulting in awards of over $236 K in 2013. Team completed over 2100 affidavits while maintaining a high degree of accuracy. Oversight accuracy audit average 99% for the year.
Dayton, OH, 06/2013 - Current
- Spearheaded strategic initiatives for key stakeholders: oversaw implementation and full execution, new ideas and partnership project - Macy's PACT Model Phase I and II; improving skills for non-exempt agents.
- Presently creating Phase III - 2016 initiative.
- Created an environment that refined performance expectations and lead team performance results in salesmanship 2014.
- Improved performance enhanced operating procedures focusing on business components of quality and customer service compliance audits, Â in turn generating 20%+ in revenue growth.
- On-boarded senior level executives to think strategically and build stronger more effective teams.
- Direct reports: 3 non-exempt level supervisors/39 associates.
- Traveled up to 10% on a monthly basis.
Meridian, MS, 04/2011 - 06/2013
- Provided Citi DSNB (Department Store National Bank) with support documentation on P&L Accounts.
- Functioning as court witness to support attaining court judgments'.
- Testifying the validity of DSNB account records kept and maintained in the ordinary course of business, including information concerning account issued to the defendant in the lawsuit.
- Championed change via a successfully pitched presentation to the Macys Inc.
- executive board, which revised the organizations' litigation strategies.
- Provided training, orientation and support to Citi Witness Team.
- Contributed to the creation of over 50 transition deliverables pertaining to all phases of litigation operation.
- Significantly contributed to transition of litigation support function to Citi team in KC July 2013.
- Transition was completed timely and seamlessly.
- Significantly contributed to strong litigation recovery performance.
- 8.24 million collected for the department.
- Represented DSNB in 42 court cases resulting in awards of over $236 K in 2013.
- Team completed over 2100 affidavits while maintaining a high degree of accuracy.
- Oversight accuracy audit average 99% for the year.
- Direct reports: 4 non-exempt level supervisors.
- Traveled up to 70% on a monthly basis.
City, STATE, 11/1999 - 04/2011
- Provided direction necessary to control accounts receivable delinquency and bad debt losses within the company operating objectives while maintaining customer goodwill and ensuring that collection practices were within state and federal collection laws.
- Hired, trained and coached Collections representatives and supervisors.
- Planned, delegated and follow-up on supervisor/associate work assignments and special projects; implementing and monitoring productivity and customer service levels.
- Identified and strategized workload to reduce potential bad debt losses while planning, forecasting, and controlling expense.
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
- Assisted with the development of the call center's operations, quality and training processes.
- Direct reports: 6 non-exempt level supervisors /60 to 90 associates.
Accounts Receivable, Compliance Audits, Customer Service, Collections, Forecasting, Litigation Support, Quality Assurance, Strategic Planning, Team Building, Project Management, Employee Relations, Critical Decision Making
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School Attended
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- Fontbonne University
Job Titles Held:
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- Litigation Manager
- Manager - Collections
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