Customer Service Manager

Jean E. Thwaites

*** ****** ****** ? Norwood, New Jersey 07648

(H) 201-***-****

(C) 201-***-****

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

SUMMARY

Dedicated team, and results-oriented professional with extensive customer

service and managerial experience; proven performer in face paced

environment. Strong analytical skills, problem solving ability, and

attention to detail with solid customer care skills to be utilized for the

growth and development of the organization.

QUALIFICATIONS

. Possess more than ten years of experience in customer service

industry.

. Exceptional customer service skills.

. Excellent verbal and written communication skills.

. Versatile, trustworthy, ethical, confident, poised in all interactions

with individuals at any level.

. Flexible, attention to detail and ability to learn quickly.

. Goal-oriented with ability to handle multiple tasks

. Possess excellent listening, phone etiquette and interpersonal skills

. Strong analytical skills.

. Detail oriented, coordinated and managed multiple priorities and

projects on deadline.

. Excellent administrative and organizational skills.

. Proven managerial skills.

. Ability to build and maintain good customer relationships.

TECHNICAL SKILLS:

. Computer Skills; Microsoft Windows XP, Microsoft Word, EXCEL, Outlook

and PowerPoint

. Spreadsheet Development Skills

. Internet research

. Financial Calculator Skills HP17B

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE SKILLS

. Consistently achieved customer satisfaction results above 95%.

. Ensured customer satisfaction results met and/or exceeded through

development and implementation of 24 hour turn around times for

customer account resolution.

. Extensive customer interaction; proven problem solving ability and

complex account resolution.

. Responded to high volume incoming client/customer calls, requests and

correspondence.

. Researched, supported and resolved billing, processing and

documentation inquiries.

. Managed the needs/requirements of customer accounts through detailed

follow-up procedures.

. Responsible for answering customer inquiries, problem solving and

providing detailed product information.

. Ensured all database files, records, and account documents properly

updated and maintained.

. Supported sales and operations teams, ensuring all service objectives

were met.

. Improved internal audit results 2% through development and

implementation of procedures manual documenting work-flow processes.

. Trained and supervised interns and temporary employees.

ORGANIZATIONAL AND ADMINISTRATIVE SKILLS

. Proven ability to make administrative/procedural decisions and

judgments.

. Excellent ability to gather and analyze statistical data and generate

reports.

. Database management skills.

. Exceptional record maintenance skills.

. Excellent coordination skills.

. Word processing and data entry.

. Knowledge of supplies, equipments and services ordering and inventory

control.

MANAGERIAL SKILLS

. Designed and facilitated training modules for internal operations

personnel and sales force.

. Partnered successfully across all disciplines of the organization to

meet the needs of clients, customers and the organization.

. Ability to lead and train interns and temporary employees.

. Facilitated training modules to coach customer care associates on

complex transactions.

. Mitigated risk through development, implementation, and delivery of

compliance training.

. Collaborated with customer care, and account mangers to reconcile

billing issues on restructured transactions.

EMPLOYMENT HISTORY

Senior Strategic Asset Manager, CIT Group; Avaya Financial Services,

Livingston, NJ (2006-2010)

Portfolio Asset Manager, CIT Group; Avaya Financial Services, Parsippany NJ

(1992-2006)

Financial Administrator, AT&T Credit Corporation, Morristown, NJ (1988-

1992)

EDUCATION

Associates Degree

Tobe-Coburn School, New York, NY

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