Customer Service Human Resources

Samuel J. W. B. Carrol

***** ******* *****. ************, ******* 32246. 904-***-****/ 223-0333

Objective

To obtain a management position, where I can apply my business knowledge,

communication and organizational skills, and utilize my problem solving

abilities to the fullest.

Education

Nova Southeastern University

Doctorate in Organization Leadership (D. Org.Ldr) - Specialization in Human

Resource Development, Conflict Resolution and International Leadership-

June 2006.

Everest University

Masters, Business Administration, (MBA) / International Business (MIBA) -

March 2007

Masters, Human Resource Management, (MHRM) - October, 2008

Masters, Accounting, (M.Acct) - July 2009

University of North Florida

Masters, Public Administration (MPA) - December 1997

Bachelor of Business Administration, (BBA) Management & Marketing -

December 1994

Miami Dade Community College

Associate in Arts, (AA) Pre-Law - August 1991

Professional Affiliations and Certifications

Member of PTK Honor Society,

Who's who in American Colleges and Universities.

Member of the Society for Human Resource Management (SHRM)

Project Management Certificate of Completion - UNF, August 2003.

Human Resource Management Certificate of Completion- SHRM, March 2003.

Experience

Everest University

Business Administration Program Director & Department Chair, October 2004-

To Date

Teaching Human Resource, Strategic Planning,Business, Project Management

and Marketing courses, interviewing, hiring and supervising faculty,

providing quality customer service to internal and external customers,

interviewing,selecting,hiringand training faculty, scheduling courses,

assisting in the preparation and management of departmental budget,

forecasting budget needs and tracking expenditures, chairing meetings of

the Advisory Committee, developing programs and curriculum, building

relationships within the community, tracking the performance of faculty

and students and ensuring satisfaction levels of faculty, staff and

students, are 95% or greater. Managing various projects, tracking

progress, monitoring and managing projects with multiple priorities.

Meeting project goals within scheduled deadlines and budget, and

streamlining processes to enhance efficiency.

Homeside Lending/Washington Mutual

Loan Officer/Customer Service Manager April 2001- September 2004

Selling mortgage products to existing and potential customers, and offering

advice to customers pertaining to mortgages.

Performing leadership and managerial roles and providing support for sales

and customer service representatives and supervisors, through monitoring,

coaching and development and ensuring compliance with company policies and

procedures, by conducting audits and maintaining, developing and evaluating

organization workflow processes and operations, using Six Sigma

methodology, to ensure customer satisfaction and enhance performance.

Managing projects, developing and maintaining standardized operating

processes, coordinating, delegating, motivating, empowering and assigning

personnel to accomplish various tasks, to achieve organizational goals,

providing consultative services to work teams and furnishing data analysis

and recommendations to management teams.

Coordinating activities of cross-functional teams and resources, maximizing

financial resources of the department's operation, facilitating continuous

improvement efforts, by using improvement methodologies, managing a

portfolio of loans, to attain desired level of performance and customer

satisfaction, by utilizing reports and performance metrics.

Conducting evaluative research and focus groups to improve quality and

productivity, making recommendations to management to address deficiencies

and close performance gaps.

Completing monthly status reports, providing job performance feedback to

employee and taking corrective action, to improve performance and providing

continuous improvement training and education.

Interviewing and selecting potential employees, making recommendations for

hire and identifying work project opportunities, by working closely with

the Human Resources Department.

Benchmarking, reporting research outcomes to management and interacting

effectively with other business units within the organization, executing

deliverables and resolving project-related issues.

Ensuring customer needs are met by engaging in customer contact handling

and assisting in transaction processing.

.

OSI Collection Services

Collection Associate/ Coach and Supervisor, April 2000-August 2001

Collecting late payments from delinquent card holders and mortgagors and

making payment arrangements with customers. Coaching, supervising and

developing new associates and providing additional training to associates.

Precision Response Corporation

Senior Manager/Acting Operations Manager, July 1998 - April 2001

Supervising 15 frontline managers and 450 customer service and sales

representatives, setting up action plans, setting work goals for multiple

work units, coaching, monitoring and evaluating the performance of line

managers, representatives and employees, of the workforce management team.

Implementing and managing work flow processes and providing direction to

project resources required to execute plans, staffing, planning and

managing relationships with vendors and internal business partners and

working with Human Resources to ensure staffing needs are met and managing

service levels agreements. Managing and monitoring quality and project

start-up needs, design and development, developing and managing all support

staff, producing management reports and taking corrective actions, to

ensure compliance with company and client expectations and policies.

Managing vendor relationship, measuring service level agreements and

maintaining relationships with internal business partners.

Interacting with corporate leaders, managing operating budgets and

implementing tactical, contingency and strategic plans.

Performing quantitative, qualitative and non-experimental research, to

evaluate processes, performance, customer satisfaction and to make

effective and sound decisions.

Constantly engaging in customer contact issues and transaction processing,

resolving escalating issues, providing quality customer service and

assigning personnel to undertake tasks to foster team spirit and meet

performance goals.

Conducting performance appraisals, assessing the need for continued

training for representatives and managers, arranging for up-training

sessions and assisting the workforce team in forecasting and scheduling.

Managing projects, benchmarking to determine specific types of quality or

productivity improvements to be made and communicating research findings to

upper management and employees, to facilitate change processes.

Interviewing, recruiting and making offer to exempt and non-exempt

candidates, working closely with vendors and internal business partners and

making staffing decisions to ensure staffing needs are met, to facilitate

efficient Human Resources services delivery.

Identifying work/project opportunities and implementing innovative

approaches to maximize efficiency and profitability, providing continuous

improvement training, encouraging innovation by working with upper

management to reduce cost and variability and defects while increasing

efficiency and revenues.

Conducting focus groups and research to generate data, enhance quality, and

improve performance and the quality of work life of employees, by using

continuous improvement methodologies.

First of America Bank

Sales Associates/Supervisor, January 1996 - October 1998

Opening commercial and personal accounts, performing customer service and

collections activities, selling bank products, accepting and processing

loan and mortgage applications, performing teller functions, supervising

sales associates and collections activities, training, coaching and

monitoring the sales and quality performance of associates and establishing

and implementing action plans. Managing the ATM machine and Vault and

managing various projects.

Allied Security/Winn Dixie

Security Officer/Customer Service Associate/Supervisor August 1989 -

January 1997

Assisting customers and employees, and supervising Security Officers.

Making work schedules, assisting customers and supervising customer service

associates.

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