Customer Service Manager

Tamika Broussard

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

Breaux Bridge, LA. 70517

Cell # 337-***-****

E-mail: *********@*******.***

OBJECTIVE:

My Objective is to attain a position working for a reputable company with

unlimited possibilities.

EXPERIENCE:

May'10 - Present Kool Smiles Dentistry: Office Manager

Duties:

. Ensure the office delivers quality and compassionate dental care to

every patient

. Review all claims at the end of the day to ensure every claim is

either generated or on-hold

. Maintains adequate staffing levels by interviewing, screening and

selecting applicants to meet patient schedule

. Responsible for employee satisfaction and retention through practices

that promote communications, rewards/recognition, teamwork, and

administration of effective employee relations practices

. Ensures training and development of staff by identifying training

needs and establishing initiatives to meet company/individual

objectives

. Achieves office financial performance targets such as revenue and

billing first time approval rates

. Responsible for the operational readiness, appearance, compliance and

presentation of the office

. Partner with Community Relations Specialist to drive local marketing

efforts through participating in local community affairs and events to

include school screenings, board member meetings and any opportunity

to promote a positive image of Kool Smiles

. Responsible for holding staff to the highest integrity by adhering to

all government regulations and company standards

Feb '08 - May '10 J.P Morgan Chase: Branch Manager

Duties:

. Financial management including profit and loss management, customer

revenue growth, and loss prevention.

. Ability to effectively execute sales process in a goal oriented

environment.

. Excellent leadership proficiency in sales services, and operations.

. Demonstrated ability to coach high performance sales and service team.

. Thorough knowledge of all aspects of branch operations, including paying

and receiving transactions, regulatory compliance, and Bank policies and

procedures.

. Entrepreneurial management orientation, sales planning, and strong team-

building skills.

. Strong probing, communication, analytical, problem solving and decision-

making skills to effectively uncover and resolve complex customer and

employee issues.

. Responsible for interviewing, screening, training, scheduling, hiring and

terminating employees.

. Recruiting and conducting Open Houses/Job Fairs

. Operations

. Auditing of teller cash boxes, safe deposit boxes, official items,

internal controls, vault and ATM.

Aug '05 - Feb '08 Capital One: Personal Banker/Business Banking Account

Administrator

Duties:

. Proactively selling and /or cross selling bank products and services.

. Participates in sales campaigns and actively promotes bank products and

services.

. Provides customer assistance to service accounts, retain customers and

build relationships.

. Responsible for procurement for entire Business Banking department.

. Represents the bank in civic and community affairs.

. Processes deposits, withdrawals, transfers and other transactions in

accordance with established policies, procedures, security guidelines and

federal regulations.

. Collections

. Process Auto, Home Equity, Small Business, Guidance Lines, Letters of

Credit and Unsecured loans. Monitors and maintains control of cash.

. Ordered appraisals from approved appraisers list, and obtained tax

returns and other documentation to complete commercial loans. In my

portfolio I had a total of 4 construction accounts that ranged from 6

houses to contractors with 21 houses being built in one subdivision.

Aug '01 - Aug' 05 AT&T: Customer Care Supervisor

Duties:

. Assist external customers with routine requests, questions and concerns

through research and resolution

. Researches product, service, billing and installation/repair inquiries,

and troubleshooting.

. Responsible for providing customers with exceptional customer service

while processing their requests in a timely and efficient manner.

. Handling irate customer situations to ensure accuracy and customer

satisfaction.

. Coaching employees on the following: adherence to schedule, not ready

time, acquisition, retention, call quality and average handle time.

. Responsible for credit/collections/activations/technical support, sales

and revenue management.

. Coordinating daily schedules for customer operations work groups,

adherence reports and analysis.

. Responsible for interviewing, screening, training, scheduling, hiring and

terminating employees.

EDUCATION:

March '10 - Sept'11, University of Phoenix, MBA Business

Administration/Human Resources

Sep'07 - Oct '09, University of Phoenix, Bachelor of Science Business

Administration

Aug '94 - May '99, University of Louisiana at Lafayette, Business

Management

Aug '90 - May '94, Cecilia Sr. High School, Diploma

SKILLS:

. Computer programming

. Typing 55-60wpm

. Scheduling

. Oracle

. PeopleSoft

. PowerPoint

. Windows XP

. Windows '95/98, Vista

. C, C++

. Cobol, Excel, Access, Outlook, Word Perfect

. Ms Works, Ms Word, Peach Tree Accounting

. Excellent Interpersonal Skills

. Accounts payable/receivable

. Retail Managerial Experience

. Exceptional Customer Service Skills

. Ability to train even the most difficult of employees

. Boomerang

. HRB

. Taleo

. Vericon

. ERP

. Medical Billing(CDT)

AFFILIATIONS:

Mar '02 - Present C.W.A member

Certifications:

CPR & AED Certified

Branch Manager Certification - March 2008

REFERENCES:

Leah Tapo - State of Louisiana (Revenue Auditor) 337-***-****

Angela Brown - AT&T (Force Management) 337-***-****

Kim Ledet - Iberia Bank (Branch Manager) 337-***-****

Contact this candidate