** ********* **, **** *

Roslindale, MA *****

(P) 617-***-****

acqvod@r.postjobfree.com

Customer Service Manager

OBJECTIVE: To obtain a Customer Service Manager position with a forward-thinking organization poised for growth where I can fully utilize my broad spectrum of financial management, business development, and customer service experience to grow revenue and market share.

SUMMARY

Proven expertise in business development with strong capabilities in building and maintaining a book of business with a well-defined track record of exceeding goals.

Proficient skills in needs-based selling and conducting appropriate interviews with clients to formulate optimal solutions.

Exceptional ability to cross-sell appropriate financial products and services.

Well respected for excellence in team leadership, coaching, mentoring and staff development.

EXPERIENCE

Bank of America - Tampa, FL

July 2005 - August 2013

Contact Center Team Manager

Masterful leadership - effectively managed a team of 20 technical call center agents within a 250 seat inbound call center resulting in improved caller satisfaction.

Staff hiring and development - interviewed, hired, coached, and motivated associates to achieve customer service excellence, as a result customer service surveys indicated increased caller satisfaction.

Innovative team partner - collaborated with colleagues in researching and implementing technologies that resulted in improved client servicing.

Client care leader - provided consistent and customer-centric client care. Responsible for creating a culture of responsive customer focused attention.

Compliance culture - ensures thorough and complete adherence of all bank regulations, policies, procedures and operational integrity.

Tufts Health Plan - Watertown, MA

October 2000 - February 2003

Manager of Member Services

Team supervisor and mentor - led a five supervisors, 50-member service representative team within a call center environment resulting in the team being first to meet and maintain new performance expectations.

Colleague development and mentoring - coached and motivated both supervisors and staff members to excel in exemplary customer service.

Full budget reporting - developed and successfully managed department annual budget of $2.3MM.

Technologically savvy - researched and implemented new call center technologies; such as call forcing to reduce wait call times for clients and call monitoring.

Effective sales leadership - bolstered sales performance by teaching and driving effective cross-selling sales methods to call center representatives.

32 Wellsmere Rd. Unit 1

Roslindale, MA 02131

32 Wellsmere Rd, Unit

(P) 617-***-****

acqvod@r.postjobfree.com

Bank of America - Chicago, IL August 1989 – August 2000

617-***-****

acqvod@r.postjobfree.com

October 1989 - August 2000

Assistant Vice-President / Senior Manager

Successful leader and coach - provides daily team coaching and leadership focusing on advancing the strengths of each colleague to exceed call center goals.

Complex change facilitator - identified outdated processes and implemented appropriate procedural changes resulting in improved client servicing

Problem solving acumen - responsible for resolving all escalated client issues including account adjustments.

Seasoned trainer - developed and delivered training procedures to all call representatives and account administrators resulting in improved operational efficiencies.

Federal Reserve Bank - Boston, MA

August 1980 - July 1988

Cash Letter Monitoring Analyst / Operations Assistant

EDUCATION

MBA - Lake Forest Graduate School of Management - Lake Forest, IL

BS, Management - Boston State College - Boston, MA

KEY SKILLS

Manager, Bank, Mentor, Operations, MBA, Banking, Teamwork, Collaboration, Conflict Resolution, Coach, Motivate, Schedule, Train, and Hire staff, Staff Development, Employee Evaluations, Customer Service, Manage Budget, Resolution of Complex Problems, Continuous Improvement, Leadership, Establishing Procedures, Problem Solving, Analysis and Evaluation, Motivating, Automatic Call Distributor (ACD), Voice Response Unit (VRU), Create and Analyze Statistical Reports, Microsoft Office Applications, Oral and Written communications, Presentation Skills, and Facilitation Skills.

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