Customer Service Manager
Resume:
NICOLE LIPMAN-EIBE
**** ** **** *****, ***** Springs, FL 33067
******.****@***.***
SENIOR MANAGER, CUSTOMER SERVICE.
CAREER SUMMARY:
A dedicated leadership professional with proven ability implement
organizational initiatives that consistently increase profitability and
reduce operational costs by establishing team efforts and continued team
success. Excellent complex problem solving skills: Identifying complex
problems and reviewing related information to develop and evaluate options
and implement solutions. Strong organizational skills ideal for handling
change and managing a diverse workforce
PROFESSIONAL STRENGTHS:
. Key Account Management, New Account Implementation, Growth and
Development
. Contact Review and Analysis
. Team facilitation and training skills
. Management of personnel resources
. Superb leadership and interpersonal skills
. Strong commitment to world class customer service
. Expert proficiency with Microsoft Word, Excel, PowerPoint,
PeopleSoft, Outlook, Lotus Notes
AWARDS:
. 2007, Recognition of an Outstanding Performer
. 2001, Recognition Award for Outstanding dedication and performance in
the successful conversion of the Canada Trust Portfolio
. 1999, Leader of the Pack Award
. 1997, Spirit of Excellence Award and Visionary POS Help Desk Award
KEY ACHIEVEMENTS:
. Introduced accounts receivable target list from proprietary system
resulting in an increased of current receivable collections from 74%
to 87% and a decrease of aged receivables to less that .25%in twelve
month period.
. Reviewed existing accounts for the Army and the Navy and recommended
enhancements to the return process resulting in eliminating any write
offs and increased sales of 25K to 45K monthly.
EMPLOYMENT HISTORY:
ABBConcise, Coral Springs, FL
May 2009 to September 2010
Business Development Collection Manager
. Managed operations of the Accounts Receivable Department relating to a
$37 million monthly collection target
. Planned directed and executed all policies relating to the personal
activity of exempt staff while managing and ensuring the accounts
receivable collection objectives are met.
. Responsible for daily logistics of cash collection, account
implementation, reconciliation and account maintenance.
NICOLE LIPMAN-EIBE, page 2
First Data Corporation, Coral Springs, FL
August 1996 to February 2009
Senior Manager of Account Implementation (October 1999 - February 2009)
Customer Support Manager, POS (September 1998 - September 1999)
Unit Manager, POS (August 1996 - August 1998)
Charged with managing new complex merchant implementations and conversions
involving both domestic and international processing. Coordinate efforts of
Operational and Systems areas to ensure timely and successful
implementation. Defined client requirements, and specifications. Recruited
trained, mentored and developed implementation staff. Organized
consolidation and platform migration of call center from Sunrise site to
Coral Springs site, representing the organization to customers while
developing excellent rapport with customers
. Established and implemented departmental policies, goals, objectives,
and procedures, conferring with management team as necessary
. Motivated, coached, developed, and directed staff as they work
identified the best people for the job.
. Assessed performance of staff by instituting quality control standards
with an emphasis on accuracy and service level agreements. Conducted
staff meetings and one on one meetings to acknowledge performance or
opportunities, took corrective actions if necessary.
. Instituted a strong "customer service" culture responsive to client
and associate needs
. Analyzed operational and management reports and records, analyzed
organizational operating practices and procedures, analyzed production
activities and trends; recognized any duplications of work
Gramercy Park Hotel, New York, NY
August 1979 to August 1996
Director of Front Desk Operations and Sales
As the Director of Sales I was responsible for maximizing the occupancy and
the average daily rate of the hotel, while upholding excellent guest
service and accommodations to all guests. I worked closely with the hotel's
preferred accounts, group reservations and supported the General Manager on
operational issues.
. Sales promotion liaison for travel agencies, corporations, and
individuals
. Organized banqueting, meeting facilities and rooms for group events
. Arranged sales presentations at hospitality industry conventions and
meetings within the United States and Great Britain
. Directed all front desk operations including reservations,
registrations, hiring, training, cashiering, guest relations, credit
approvals and purchasing
. Scheduled and supervised front desk employees
. Managed hotel bank; Handled payroll, accounts receivables and accounts
payables
. Prepared monthly statements and monthly collections of permanent hotel
residents
EDUCATION:
Baruch College/CUNY, New York, NY
Bachelor's Degree in Business Administration
. Major: Advertising Administration and Media Planning; Minor:
Psychology
MANAGEMENT COURSES COMPLETED:
. 2009-2010 Center for Leadership Excellence
. 2008, Business Etiquette
. 2007, Academy Outreach Training - Sales Training
. 2006, Anti-trust Certification
. 2005, Policies Against Harassment
. 2004, First Leaders II
. 2003, First Leaders I
. 2002, Making Effective Decisions, Practical Negotiations
. 2001, Continuing Education Units Awarded for Finance Tier I,
Continuing Education Units Awarded for Finance Tier II; Six Sigma;
Business as Unusual; Basic Budgeting for Non-Financial Managers,
Proactive Listening
. 2000, Basic Principles for a Collaborative Workplace; Managing Your
Priorities; Seven Management and Planning Tools; Leader in Each of Us:
Taking Corrective Action; Advance Practical Thinking: Giving
Constructive Feedback; Coaching for Optimal Performance; Establishing
Performance Expectations; Basic Budgeting; Creating Successful
Projects.
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