Dedicated customer service manager with 15 years’ experience in Call Center Management. Consistently achieved high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer‐focused teams: to instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all quality, policy and procedures, revenue, and customer satisfaction surveys. Focused Operations Manager successful in contract negotiation and process improvement. Remains calm and poised even in high-pressure situations. Adept at leveraging in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion.
Skills
Customer retention
Sound judgment
Cross-functional team management
Employee development
Supervision and training
Recruiting and hiring
Performance improvements
Policy/program development
Friendly, positive attitude
Organization
People skills
Experience
Work Director, 02/2021 to Current American National Bank – Mounds View, MN,
Trained, managed and motivated employees to promote professional skill development.
Motivated employees to share ideas and feedback.
Trained over [Number] employees on business principles, best practices, protocol and system usage.
Represented integrity and professionalism in business, serving as mentor and role model to staff.
Provided leadership to [Number] employees through coaching, feedback and performance management.
Identified client business and operational needs and introduced services to provide solutions.
Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
Assessed team proficiencies, identifying and targeting areas for improvement.
Identified and solved complex strategy problems to drive organizational goals.
Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
Evaluated development strategy effectiveness and prepared alternative approaches to exceed goals.
Developed corporate objectives and strategies collaborating on quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality.
Managed special projects through effective emergency resolution.
Improved representative development process by mentoring and onboarding more than 20 employees.
Loan Servicing Specialist, 08/2019 to 02/2021 Berry Global Group Inc. – Sparks, NV,
Responsible for reviewing, researching, processing, and responding to basic to complex written and phone inquiries from customers, title companies, vendors, and internal personnel pertaining to Auto GAP total loss loans and various areas within loan servicing.
Always available to answer any questions that the team or management have.
Training our new hires while maintaining his queue.
Provided on‐going training for existing employees that need a refresher.
Always providing feedback to the leadership team to help improve our process.
Acts as a backup for any employees on PTO or if they are not able to compete their reports.
Helped with the remediation project as soon as he was hired and took the lead to assist other employees around the team.
Considered a SME around the team.
Works well with his peers, work director, and management.
Continually works to meet and exceed his daily goals.
Is able to multi‐task and re‐prioritize deliverables on a consistent basis.
Able to take constructive feedback and seamlessly integrate the feedback into his day to day functions.
Integral part of updating the current training model’s processes and procedures.
Team Leader, 11/2015 to 05/2019 GM Financial – City, STATE,
Promoted to manager position to recruit, train and supervise 12+ customer acct reps.
Foster an
environment in which customers enjoy high levels of service and employees are motivated to deliver top
performance.
Manage front‐end operations to ensure friendly and efficient transactions via phone calls.
Selected Contributions:.
Created and implemented several training materials to assist with new hire training, as well as on going on the job training.
Created training material for new hires focusing on the difference between MSI 10/12/PHS
screens, as well as various other tools reps used on a daily basis.
I was instrumental in the roll out of the new billing system for the 5‐45 collections department.
Including call strategies, system issues and creating work arounds to function on a daily basis.
Effectively use reward and recognition tools to drive business results.
Set clear expectations and facilitate understanding of the link between individual contributions
and company performance.
Created, implemented, and trained a course for all collections reps new, and tenured on Ability to Pay.
Demonstrate the ability to hire, coach, and train a variety of different personality types, and
learning styles.
Awarded Team of the Month for July 2017.
Efficiently navigated zero compliance violations on DM for January 2018.
Set clear expectations and facilitate understanding of the link between individual contributions
and company performance.
Review performance of individuals and teams and provide coaching as appropriate.
Education and Training
Did not graduate: , Expected in 01/1997 University of Iowa – Tippie School of Business - , GPA:
Completed numerous courses and seminars in customer service, sales: , Expected in - , GPA: strategies, inventory
control, loss prevention, time management, leadership, performance assessment, Six Sigma, and Franklin Covey (Time Management).
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School Attended
University of Iowa – Tippie School of Business
Job Titles Held:
Work Director
Loan Servicing Specialist
Team Leader
Degrees
Did not graduate
Completed numerous courses and seminars in customer service, sales
