Customer Service Manager

Sergio Fetter

Rutherfordton, NC *****

******@***.***

828-***-****

OBJECTIVE

To obtain a challenging position in a reputed organization where I can use

my potential to the fullest.

EXPERIENCE

April 2012 - Present American Credit Acceptance

Collections Team Lead

. Perform the tasks of monitoring, organizing, and coaching team on a

daily basis

. Implementing changes in the procedure to maintain consistent high

quality of service

. Handle escalated calls, complaints, questions, and queries, as

required

. Analyze the individual performance of each team member and motivate

them to perform even better

October 2011 - March 2012 Sutherland Global Services

AT&T Tier I Technical Support

. Diagnose, troubleshoot and resolve a wide range of software, hardware

and network issues.

. Handled an average of 40 calls a day with 97% one call resolution

according to company's guidelines.

. Identify, isolate, and make proper decisions in order to adjust the

issue.

October 2010 - October 2012 Teletech Holdings, Inc.

Virtual Customer Service Representative

. Managed a high-volume workload within a deadline-driven environment.

Consistently met performance benchmarks in all areas (speed, accuracy,

volume)

. Deliver outstanding service, exceed expectations and build long-term

loyalty

. Build rapport, listen, clarify and manage conversational flow. Manage

upset customers, conflicts and challenging situations

June 2006 - August 2011 Two Mile Properties

Property Manager (SC Licensed)

. Complete weekly leasing and marketing reports

. Prepare monthly financial reports evaluating property performance

. Complete annual budgets and monthly reforecasts

. Implement necessary pricing adjustments to achieve leasing goals

. Evaluate market conditions to recommend necessary strategy adjustments

. Prepare and distribute memos, notices and other correspondence to

residents

. Recruit, hire and train new personnel as needed

September 1998 - February 2002 Gerar Assec.&Comercio Sao Paulo, BRA

Office Manager

. Oversee day to day operation of the office.

. Book keeping

. Analyze customer account daily reports

. Billing specialist

EDUCATION

2002-2007 Limestone College

Gaffney, SC

. B.S Business Administration GPA 3.5

LANGUAGES

. Portuguese (Brazil) Dominate

. Spanish

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