Customer Service Manager

Experienced People and Process Manager

Profile:

Over 15 years of accomplishments as a People and Process Manager

Create capable and motivated top performing Customer Service, Sales and

Risk Mitigation Teams

Design and implement on-going training and effective performance

recognition programs

Field customer escalations and partner with different lines of business to

solve complex issues

Coach and develop exempt and non-exempt staff and create/deliver

performance reviews

Employment

Owner/Business Manager

Florida Coast Creations, Deland, FL (Value Added Reseller) 12/2012 -

Present

Supervise, train and evaluate administrative and technical staff, manage

schedules, event

planning and coordination, invoice/purchase order approval/management,

ensure

production and bookkeeping deadlines are met, marketing, advertising,

presentations,

vendor services management

Team Manager II

Chase Card Services, Heathrow, FL (Blended Contact Center) 03/2008 -

9/2012

Manage two teams of Customer Support Advisors (Business Card & Ultra High

Balance),

Call quality monitoring, coaching and feedback; individual and team member

development,

Create and deliver semi-annual and annual performance reviews, direct

customer interaction including credit bureau analysis and settlement

authority, HR actions including: new hire

interviews, promotions, corrective action and terminations, Lead department

training as

necessary with respect to changing directives (KPI), SME: Unemployment

Claims and

Corrective Action Documentation, Projects: V.E.T.S. (Voices of Employees

That Served)

BRG Leadership Team, New Manager Mentor Program, Facilitator: Employee

Talent

Training Program

Customer Service Manager

Bank Atlantic, Maitland, FL (Inbound Customer Contact Center) 08/2006 -

02/2008

Manage and organize department: staffing levels, goals and overall

effectiveness of employees

Coach and develop three supervisors (36 indirect reports) servicing all

areas of banking, Liaison

with Quality Dept to review infractions and provide final disposition

(corrective action), Lead

training initiatives with respect to changing directives (KPI), Partner

Site Lead to develop sales

campaign strategies (ex: CD, UTMA/UGMA, Auto Loans), Deliver on Sales,

Customer Service

and Employee Retention Goals New hire interviews and employee terminations,

Special Projects:

Ongoing Quality Improvement Initiative, Employee Recognition Plan,

Leadership Training

Loss Mitigation Supervisor

Wells Fargo Consumer Finance, (Outbound Call Center) Lake Mary, FL

12/2004 - 08/2006

Supervise a team of 16-22 entry level and senior Loss Mitigation

Specialists, Team/individual

coaching, development, training and Call quality monitoring and performance

reviews, New hire interviews; corrective action and employment

terminations, Facilitated new hire orientation and

skip-trace (Fast Data) and credit bureau report (CBR) training as well as

ongoing center training

Asset Recovery Team Lead

JPMorgan Chase Auto Finance, (Outbound Call Center) Tampa FL 07/2003 -

12/2004

Personally managed a portfolio of 20mm in post charged-off prime auto

loans, Negotiate

financial settlements, skip-tracing, credit bureau reporting analysis,

collection or order up

recovery in all 50 States, Negotiate lease term, insurance deficiency and

probate claims (all states)

Owner/President

Advanced Computer Concepts, Inc. Port Charlotte, FL (Retail PC Store)

6/96 - 3/2003

Own and operate bricks and mortar PC Store: New PC Builds and repairs,

home, commercial

and new build network installation and maintenance, ran all aspects of the

business including:

finances, bookkeeping, advertising, sales, materials ordering,

hiring/terminations, community

outreach (staff of three technicians, one clerical and two sales)

Unit Manager

Kramer, Cole and Young, inc. Outbound Call Center, Port Charlotte, FL

03/1991 - 4/1996

Progressive movement from Collector role to Team Lead, Team Supervisor,

Unit Manager

Coach/Develop two supervisors and responsible for 36 indirect non-exempt

staff including

clerical/legal forwarding staff, Manage staffing levels, department goal

forecasting, assist in

setting call strategies, Drive department performance, create and

facilitate departmental

training with respect to changing KPI, Final authority on settlements in

excess of 20k,

Manage

hiring process

Military Service

US Navy Optical-man OM2 (repaired/collimated submarine

periscopes/optical/electrical equipment)

Education

American Intercontinental University Online (AIU) - Business Management

(degree incomplete)

Ashworth College Norcross GA - Paralegal - 2 Year Undergraduate Certificate

Valencia College - Accredited Florida Insurance Claims Adjuster

Pratt & Whitney Jet-Engine Sheet Metal & Machining - Journeyman

Certification

US Navy A/B/C Opticalman Technical Schools- Great Lakes, IL,

US Navy Basic Seamanship/Boat Handling Schools, Norfolk VA

John I Leonard High School Green Acres, FL - General Studies -

Graduate/Diploma

Additional Courses:

Six-Sigma Green Belt - Certificate

Operations Management - Certificate

Project Management Fundamentals

FEMA Emergency Management Institute/Animals in Disaster: Community Planning

HIPAA Privacy and Confidentiality for Business Associates

HIPAA Security of EPHI for Business Associates

Thorough knowledge of credit related and Debt Collection laws: Consumer

Credit Protection Act, Fair Credit Reporting Act, Equal Credit Opportunity

Act, Fair Debt Collection Practices Act,

Software Applications: Microsoft Office (Word, Excel, Visio, Project,

Access, Outlook, PowerPoint, Publisher, Front Page), Google Docs, NICE,

Witness, Avaya CMS, PeopleSoft (EPM)/, Fast Data, LexisNexis, Medavante,

Instant Messenger, Peachtree for Small Business

* References Provided Upon Request

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