Customer Service Manager
Resume:
MARIE JOSE PAYEN
***********@*******.***
Miami Lakes, Florida
Analyst Business
Language Fluency: English Spanish French Creole
An Administrator utilizes appropriate methods and a flexible interpersonal
style to ensure the effective and efficient flow of work throughout the
company. Offers to the organization expertise in systems
management, accounts receivables, and operations with core professional
competencies that include:
> Understands the organization's vision and develops strategies to
achieve the goals by creating systems to increase productivity and
efficiency.
> An unwavering commitment to customer service, with the ability to
build productive relationships, resolve complex issues and win
customer loyalty.
> Leads office through all day-to-day activities internal and external
operations with good communication skills and demonstrated capability
of overseeing office accounting, all financial including AR, AP,
payroll, and budgeting.
> Schedules appointments, maintains calendars, and arrange business
travel, conference calls, and meetings; manage professors' e-mail
account, screen incoming calls.
> Strategic-relationship/partnership-building skills - listen
attentively, solve problems creatively, and use tact and diplomacy to
find common ground and achieve win-win outcomes.
EDUCATION
Florida A&M University College of Pharmacy & Pharmaceutical
Davie, Florida
(State of Florida-High Educational Institution; A member in State
University System of Florida)
Coordinator Administrative Services (2005 to Present)
Ensures admin policies, facilities, equipment, and processes comply with
policy and protocol and Supervises maintenance and repair of equipment and
prepare monthly achievable goals and deadlines for college.
Selected Achievements:
< Implement local supply ordering procedure then submitted
reimbursement. This process saved time in acquisition of supplies and
monies.
< Put into practice meeting agendas, which focused the meetings and
reduced the overall time spent in the weekly meetings.
< Maintain a professional and patient demeanor when responding to
student's inquiries; excellent problem solving.
< Analyze budgets and spending practices and found ways to reduce
variable expenditures including relocation move, supplies, and student
clinical assignments, which saved more than $25k in one year.
Gables Mortgage
Coral Gables, Florida
(Privately-Held Company; Provided mortgage products to clients in Florida
and the United States)
Customer Service Representative (2004 to 2005)
Handled customer inquiries, complaints, billing questions and payment
extension/service requests. Calm angry callers, repair trust, locate
resources for problem resolution and design best-option solutions.
Interfaced daily with internal partners in accounting, field services, new
business, operations and consumer divisions.
Selected Achievements:
< Managed a high-volume workload within deadline-driven environment.
Resolved an average of 475 inquiries in any given week and
consistently met performance benchmarks in all areas (speed, accuracy,
volume).
Marie Jose Payen 786-***-****
Page 2
< Helped company attain the highest customer service ratings (as
determined by external auditors) -- earned 100% marks in all
categories including communication skills, listening skills, problem
resolution and politeness.
< Completed voluntary customer service training to learn ways to enhance
customer satisfaction and improve productivity.
< Became the lead "go-to" person for new reps and particularly
challenging calls as one of the company's primary mentors/trainers of
both new and established employees.
< Commended for initiative, enthusiasm, tenacity, persuasiveness,
intense customer focus and dependability in performance evaluations.
Citibank Mortgage (1999 to 2004)
Miami, Florida
(Publicly-Held Company; Focused on providing the highest quality financial
products and services to more than 200 million customers in over 100
countries)
Community Mortgage Manager (2003 to 2004)
Interviewed new mortgage customers and processed applications in accordance
with practices and protocol.
Selected Achievements:
< Analyze potential loan markets and develop referral networks to locate
prospects for loans, including facilitating the First-Time Home Buyers
Mortgage monthly seminars and workshops to create additional mortgage
business.
< Analyzed, reviewed, and processed more than 500 loan transaction
packages from initial to the final stage.
< Met with each applicant to obtain information for loan applications,
to answer questions about process, explain the different types of
loans and credit options available and applicable terms.
< Communicated with team members during loan processing and maintain a
high level of customer service.
< Monitored client payment history and follow-up in system to ensure
minimum loss and timely loan repayment.
Relationship Manager (1999 to 2002)
Worked with the financial institution's clients to provide recommend
products or services that align to businesses' goals.
Selected Achievements:
< Planned and executed more than 48 broker external and internal
participation client meetings.
< Developed, initiated, and maintained the service programs and
communication paths between client and internal staff for 12 financial
centers.
< Managed and maintained company's marketing and promotional materials
that supported the customer communication channel and allowed managers
to reach target goals.
< Interviewed prospective clients to build first point contact
relationship and ensured communications channel are maintained by
maintaining the Consumer Acquisition Program information including
subscription dates, subscription amount, active features, and usage
with perfect accuracy.
< Monitored customer service trends by analyzing internal and external
practices and reported marketing opportunities and recommendations to
team for action.
< Received the unit's Outstanding Performance Award in 2000 and 2001, a
unit first.
EDUCATION
MBA (Dec 2011) - Strayer University - Miramar, FL
BS - Business Management - University of Phoenix, Plantation, FL
TECHNICAL PROFICIENCY
<
< MS Word
< MS Excel
< MS Outlook
< MS PowerPoint
< Corel WordPerfect
< AWARDS
< Outstanding Performance Award - (2001)
Outstanding Performance Award - Florida (2000)
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