Customer Service Manager

OBJECTIVE

To obtain a challenging position with a growing company that provides an

opportunity for advancement.

EXPERIENCE

Buy.com, Customer Service Escalation Specialist August 2008- October 2010

Oversee level one customer service groups for two call centers.

Monitor performance and provide feedback.

Create and maintain in house and call center training manuals and

documentation.

Perform weekly voice and email calibrations to ensure efficiency and

monitor quality..

Proactively identify and solve problems before the occur.

Indymac Bank, Customer Account Manager September 2005- August 2008

. Coordinate with customers and internal partners to obtain necessary

information to move the loan through the pipeline smoothly.

Act as the main contact for customers to ensure all questions an concerns

are addressed appropriately.

Manage customer's accounts and pipelines to successfully meet monthly

sales goals and drive continued

business.

Determine proper products and services to offer individual clients.

Introduce new products and features well as provide ongoing support and

assistance.

Argent Mortgage, Account Manager January 2003- September 2005

Managed large pipeline to ensure loans flow through each department

efficiently.

Responsible for developing knowledge of underwriting guidelines,

implementing programs to suit the

clients needs and to provide exception customer service.

Determine and advised if certain stipulations satisfied guidelines to

properly asses credit risks.

MILITARY EXPERIENCE

United States Navy, Norfolk Virginia. 1994-1997

Summary of Qualifications

Dedicated to exceptional customer service and teamwork.

Ability to work in a fast paced environment and meet all goals and

deadlines.

Extremely detailed oriented and posses excellent multitasking skills

Contact this candidate