Customer Service Manager

Vanessa Cooper

*** ******* ******* *** ******, NJ 08857 201-***-**** *********@***.***

PROFILE Talented forward-thinking Human Resource Professional offering 15+ years

of experience in management, training and sales.

Acquisition and Integration experience with an emphasis on end-user testing, analysis, and

implementation of cost-effective systems. Successful transition of 80,000+ employees to

new corporate platform.

Creative presenter, facilitator and coach with strong communication and interpersonal

skills.

Proven ability to challenge and motivate team by fostering an environment of

innovation, autonomy, problem-solving, and mutual respect.

EXPERIENCE TOLL COLLECTOR

NJ Turnpike Authority, Woodbridge, New Jersey (May 2012-

Greet customers, identify and input appropriate axle into system to collect toll. Record

any variations on customers behalf and submit to operations. Accurately complete cash

settlements on a daily basis. Travel to other interchanges as required.

CUSTOMER SERVICE REPRESENTATIVE/TELLER (March 2009-July 2010)

Sovereign Bank Manalapan, New Jerse y

Identify sales opportunities, cross-sell bank products and services, and make quality

referrals to team members responsible for closing the sale.

Deliver World Class customer service by implementing one-and done theory

(Owning customer’s problem from inception through resolution).

Accurately complete cash settlements on a daily basis.

Comply with bank audit, regulatory and security procedures.

TRAINING MANAGER (July 2001-November 2008)

JPMorgan Chase, New York, New York

Designed course curriculum and materials with an overall strategy to meet the client’s

objectives and grow their business.

Stay abreast of cutting edge adult learning principles to offer the learner an autonomous,

self-directed and relevancy-oriented classroom experience.

Facilitated 2 corporate core programs, 4-day consumer lending program.

(audience-branch managers, sales managers and personal bankers).

9-day certified teller training program. (audience newly hired employees)

Conducted train-the-trainer sessions for facilitators throughout the northeast with a focus

on building strong front-of-the-room presence, handling question and answer sessions with

ease, and exploring creative ways to keep adult-learners engaged.

HUMAN RESOURCE SPECIALIST MANAGER (February 1997-July 2001)

Chase Bank, New York, New York

Supervised team of 12 human resource specialists responsible for accurately updating

employee information into HRIS database.

Implemented process improvement plans resulting in 50% error reduction.

Built and maintained a dynamic, highly-engaged team environment with less than

2% staff turnover.

PERSONNEL ASSISTANT (January 1995-January 1997)

Chase Manhattan Bank, New York, New York

Facilitated New Hire Orientation /Benefits Coordinator

Administered Teller Exams to potential hires scheduling qualified candidates for training.

Managed Temporary Staffing desk by partnering with line managers to assess needs,

identify sourcing options, and hire qualified candidates.

EDUCATION NEW JERSEY CITY UNIVERSITY- Jersey City, New Jersey (November 2008)

Completed 3years toward-BA in Business Management

CORPORATE DIIVERSITY CHAMPION (May 2003, 2004, 2005)

AWARDS ALL-STAR RECEPIENT (November 2000)

COMMUNITY PROJECT LIVE MENTOR (September 1997-June 1999)

ACTIVITIES

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