Customer Service Manager

Monaude Daverne

********@*******.***

**** ******* **** ***

Clarksville MD 21029 Phone: 301-***-****

Effective, Respected Leader and Builder of Customer Focused Teams with 12+ Years Experience

Instill a shared, enthusiastic commitment to customer service as a key driver of company

goal attainment.

Lead by example and ensure the execution of all safety, security, quality and Company

operations policies.

Areas of Expertise

Customer Service Project Management Teambuilding & Training

Management Employee Cost Reduction

Complaint Handling & Management/Development Strategies

Resolution Sales & Margin Improvement Problem

Business Development Solving/Analytical Skills

Professional Experience

Citigroup/CitiFinancial 05/05 to 03/11

Branch Manager Landover, Maryland

05/05 to 03/11

Manage loan portfolio exceeding twenty eight million dollars in CitiFinancial’s largest Maryland

branch. Plan strategies to develop new sources of business and to retain customers. Instruct

and guide employees in loan and insurance products, credit and delinquency decisions, and

accounting challenges. Manage human resource issues, set production goals, optimize

profitability and control operating expenses.

. CitiFinancial Branch Manager of the Year, 2006

. Service Excellence Award Winner, 2006

. CitiFinancial Chairman’s Forum Award Recipient 2007 and 2008

. Highest Employee Retention in Branch, 2006, 2007, 2008 and 2009.

Provident Bank 09/03 to 04/05

Branch Manager Bowie, Maryland

09/03 to 05/05

Managed sales of bank products, new business, operations, customer service and teller

activity, and insured regulatory compliance and adherence to internal policies and procedures.

Supervised recruitment, hiring, training, staffing and coaching of multiple customer service

representatives and personal bankers, oversaw monthly sales figures to determine if goals were

met. Performed extensive pro bono/ community outreach in the area of credit and banking

education.

The Metris Companies, Inc.

Call Center Manager Whitemarsh, Maryland

01/97 to 09/03

Core, influential player in the success of this startup company, which issued unsecured credit

cards to low to moderate income American consumers. Managed day to day operations for

inbound and outbound customer service call center; responsible for recovery of net credit

losses, delinquent accounts with annual volumes averaging 300,000 accounts valued at $650

million dollars; provided monthly business review presentations analyzing key productivity

indicators, process plans and overall business improvements.

Daverne 2

Education and Professional Training

State University of New York Farmingdale

Business Management, BA Candidate

Certification Total Quality Management

Targeting Selection Interviewing

Managing Differences

Management Tools

Influence

Language Proficiencies

English

French

Creole

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