Customer Service Manager

Kevin MacDowell

*** ******* **. • Lawrenceville, GA 30044 • 404-***-**** • ******@***.***

Solutions focused leader specializing in driving business growth, creating strategic performance / process

improvement initiatives and delivering world class customer service eager to offer progressive experience

toward maximizing an employer’s bottom line results.

Profile of Qualifications

Quality driven, strategic leader noted for championing significant business development, regulatory

compliance and operational performance improvements across multiple locations.

Valuable executive contributions include procedural streamlining and client retention.

Core executive team member and driver for bottom line cost containment and revenue generation.

Extensive expertise in client needs analysis with a consultative approach to customer service

operations.

Consistently generated groundbreaking efficiencies and process improvements to boost overall

profitability.

Dynamic communication, presentation, analysis, and relationship management skills.

Technically proficient in MS Server 2003 Network, Dialer, Columbia Ultimate Business Systems,

JBASE database, Windows OS, and Microsoft Office Suite.

Key Areas of Expertise

~ Contributed to firm gaining national status in attorney network among fortune 500 clients ~

~ Maintained leading client audit results of 90%+scores in the financial, compliance and production areas ~

~ Launched a remote practice and increased overall performance revenue by 5x times over market competition ~

Professional Synopsis

Operations Manager MacDowell & Associates, Ltd. 1990 Present

Oversee business operations for 2 multi state offices of collection law firm, responsible for generating

50% firm’s total revenue.

Actively administer all vendor contracts for IT support, telecommunications, shipping, postage,

delivery, and payroll services, efficiently controlling cost for maximum savings.

Sharp business acumen and experience in managing broad scope of legal support operations, from

legal analysis, risk management and database management to client reporting and budgeting/forecasting

Effectively hire, train and direct legal and paralegal staff; actively collaborated in Human Resource

operation functions such as evaluating performance and providing guidance/mentoring.

Proficiently manage all aspects of financial accounting, including daily collection receipt processing,

client remittances, billing, trust accounting, and accounts receivable/payable.

Skillfully supervised the preparation and filing of lawsuits, default judgments, summary judgments,

settlements, garnishments, and post judgment discovery actions.

Consistently ensured delivery of quality customer service vital to generating high volume growth and

revenue; awarded multiple client performance awards.

Facilitate productive communication with clients, effectively developing business leads and referrals.

Sergeant/E5 United States Marine Corps. 1982 1990

Educational Summary

University of West Georgia 1983 1984

Georgia Perimeter College 1993 1995

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