Customer Service Sales

C. B. Sharpless

804-***-**** (c)

Experience in the following:

• 15+ years experience in, Call Center Management, Customer Service Management

• Adhere to all confidentiality requirements

• Ability to act accountable and responsible

• Interviewing skills

• Training new hires

• Ability to use sharp and sound judgment

• Ability to adapt and learn quickly

• Excellent communication and customer service skills and strong telephone etiquette

• Good judgment

• Ability to pay close attention to detail

• Ability to follow directions

• Problem solving skills

Organizing For America Richmond, VA

Volunteer- Canvasser-Customer Service August 2010-November 2012

• Phone surveys

• Face to face surveys

• Neighborhood canvassing

• Voter Registration

SunTrust Mortgage Richmond, VA

Foreclosure Unit Processor November 2011- Feb 2012

• Responsible for the protection of the mortgage servicing portfolio by adhering to Government Regulations and Investor Requirements.

• Customer responsiveness, handling all required call volumes and maintaining delinquency rates within industry standards.

• Accurately reflecting the bankruptcy status on the servicing system, to ensure the borrower adheres to the bankruptcy plan and referring to attorney for action when plan fails.

• Responsible for the timely foreclosure of accounts to comply with Investor requirements to include claim filing.

• Mitigating losses by determining the best options in foreclosure avoidance.

American Heart Association- Mid Atlantic Affiliate Glen Allen, VA

Director of Customer Service February 7, 2000 – March 31, 2010

• Processed requests for all supplies and services for the Customer Strategies Team.

• Ensuring all orders are processed in a timely manner to meet deadlines

• Review resumes, phone interviews, interview and select best candidate.

• Coordinate Health Fairs

• Monitored incoming mail and distribution of work to staff

• Managed donor processing team, call center and switchboard

• Completed phone audits to ensure accuracy of information and outstanding customer service.

• Maintained confidential documents and files

• Negotiated bids and proposals with vendors and contractors

• Responsible for Direct Response and Direct Mail budgets in excess of 2 million dollars.

• Developed and maintained on-line health and wellness resource library, through website updates, from research information.

• Managed the health and wellness budget that produced health care communications through newsletters, websites and postcards.

• Audited phone calls to ensure quality service and accuracy of information.

• Monitored ACD groups to decrease the amount of calls holding.

• Coached team members on how to probe the caller and reverse heated hostile calls.

• Recognized and reviewed employee performances

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First Data Investors, Richmond, Virginia

Benefit Analyst/Record keeper August 1997 -February 2000

• Review plan documents and adoption agreements for various Profit Sharing Plans, Money Purchase Plans and 401(k) Plans.

• Reconcile accounts for First Union, Wells Fargo, United National Bank and other trustees. Process tax form 5500 C/R and extensions. Allocate funds and distributions appropriately. Process allocations according to ERISA guidelines; verify vesting and vesting service years.

• Determine forfeitures and if forfeitures should be reallocated to remaining participants, review and process participant investment transfers.

• Verify earnings and contributions for accuracy, process rollovers and hardship withdrawals. Respond to clients orally and in writing, communicate daily with Trust officers. Review client salaries, hours of employment, date of hire, date of plan participation and date of termination.

Progressive Companies, Richmond, Virginia January 1984 -March 1997

Lead Underwriter

• Communicated with agents to receive additional information for quote rates, or explain underwriting guidelines.

• Reviewed and analyzed all multi-lines of business to determine acceptability or decline according to company guidelines.

• Kept abreast of changing policies, rates and procedures, explaining coverage and rules to insurance agents and others.

• Review audits and disputes of certain applications

• Cross reference underwriting procedures to determine accurate classifications, rates, and premium charges.

• Consistently reviewed state laws, including cancellation and non-renewals, within assigned territory to properly transact business within the state.

• Managed assigned underwriting territory, including management of agents and travel to agent offices.

• Developed new accounts and assisted existing agents, to maintain and create a customer base.

• Managed assigned sales territory, including management of agents.

• Cold calling agents with comparative rates to improve sales volumes.

• Travel to agents offices to demonstrate competitive rate

• Develop relationships to lead to additional internal business opportunities within current accounts. Present to new potential Customers to create sales opportunities.

• References upon request:

Contact this candidate