Customer Service Quality Assurance
Resume:
C hristopher Dotson
Memphis Tennessee 38127
*****************@*******.***
Objective: Seeking to utilize my exceptional people and t ime management skills by working
w ith an organization that prides itself on the growth and development of its employees and
customers.
Q ualifications:
5 years proven customer relations and retention.
3 years of cross selling various banking products.
Demonstrated ability to be goal oriented
Exceptional multi tasking and team building skills
Able to use sound judgment to make effective, timely decisions; act
decisively with logic and confidence.
Education:
LeFlore County H igh School
I t ta Bena, MS 38941
1992-1995
Relevant Experience:
December 2012 – Present
Shelby County Federal Credit Union
Member Service Representative:
Process all t ransactions for members in person or via telephone including
deposits withdrawals loan payments cash advances and t ransfers. Disburse money orders
t ravelers and cashier checks.
Balance each day’s t ransactions and verify cash totals. Receive checks and cash for deposit
i n savings and checking accounts verify deposit amounts examine checks for endorsement
and negotiabili ty and receipt t ransactions via on-line teller terminal. Give prompt efficient
and accurate service in the processing of all t ransactions such as opening of new
checking/savings accounts direct deposits ATM cards and Certificates of Deposit accounts.
Open new member accounts and provide information to new and prospective members by
explaining and cross-selling Credit Union products and services. In terview loan applicants
gather required information for a credit application and explain loan options rates terms
and collateral.
May 2012 – December 2012
Fort Sill National Bank, Memphis TN
Sales/Customer Service Representative:
Provided excellent customer service and maintained customer satisfaction.
Employed security measures to ensure funds were not compromised. Received cash and
checks for deposit, verified amounts, and examined checks for endorsement. Entered
t ransaction data into computer and issued computer-generated receipts to banking
customers. Cashed checks and disbursed monies after verifying signatures, endorsements
and customer account balances. Collected loan payments and placed holds on accounts for
u ncollected funds, according to bank procedures. Ordered daily supply of cash and counted
i ncoming cash to verify accuracy. Explained, promoted and sold bank products and services
to new and existing customers. Properly posted mail deposits, payments and requests
received on a daily basis.
A pril 2010 - May 2012
T he AutoZone Corporation, Memphis TN
Alarm Coordinator/Emergency Dispatcher:
P roperly dispatch police/fire department based on the type of alarm signal received from
A utoZone locations throughout the country which consist of more than four thousand
s tores. Successfully communicated with various internal and external law enforcement
agents and other levels of management in reference to investigating theft and loss of
company property. Maintain and update alarm processing database; make alarm
p rogramming changes as needed; document and monitor security events; assist alarm users
w ith fi rst level alarm system problems. Generate daily reports for the management team.
October 2008 - April 2010
T he Sitel Corporation, Memphis TN
Customer Service Supervisor:
Successfully managed a team of 15-20 customer service agents in a call center setting to
ensure agents properly quoted benefits, claim status, and enrolled potential members.
Coached and developed team members and others to meet and exceed contractual goals.
Conducted weekly meetings and one on ones with all team members to ensure expectations
were understood, provided direction, shared best practices, reward recognition to celebrate
t he team's successes. Managed and monitored employee schedules to maximize schedule
adherence.
January 2005 - October 2008
F irst Tennessee Bank, Memphis TN
Loan Advisor:
Cultivated relationships with customer base both internal and external to uncover needs.
S trategic analysis to assist customers with financial and banking products. Analyze
customer’s financial/credit position to determine if it meets minimum loan criteria.
Determine potential products that may be applicable to customer’s needs. Performed
mathematical calculations to determine interest rates to be offered. Ordered real estate
appraisals to determine property value. Resolved escalated billing matters as assigned by
management. Promptly assist the customer service department on a support basis as
needed.
J une 2004 - January 2005
Valocity Valuation Management Services, Memphis TN
Customer Service/Appraisal Coordinator:
Responsible for properly assisting various lenders with their appraisal ordering needs.
E ducated lenders on the various types of appraisal reports offered by the company and the
fees for the services. Properly managed contract residential appraisers in nineteen states to
ensure that the reports were turned in a t imely manner. Interacted with various financial
i nstitutions in an attempt to attract new customers. Reviewed final appraisals for quality
assurance before releasing the finished product to the clients.
February 2001 - July 2004
T he ServiceMaster Company, Memphis TN
Senior Customer Service Rep/Assistant Team Lead:
Successfully processed customer information and service request to the prospective service
b ranch. Frequently acted as the manager on duty in the absence of upper management.
Responsible for assigning resolutions for unruly clients when other agents are unsuccessful.
M aintained a professional and patient demeanor when responding to customer inqui ries
w hile utilizing excellent problem solving. Coached and counseled agents on attendance and
quality assurance issues.
J uly 2000 - March 2001
Best Inns & Suites, Memphis TN
Guest Service Representative/Auditor:
Responsible for assisting potential guest with the reservation and registration processes.
D uties also included but not limited to the balancing of hotel ledger reports and audit
documents. Calling on corporate account holders in an attempt to settle balances and
generate additional business.
References Available Upon Request
Contact this candidate