Customer Service Manager

DENISE CHAPPELL

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

P O BOX ***6

KINGMAN, AZ 86401

TELEPHONE AND FAX: 928-***-****

CELL: 928-***-****

SKILLS AND ABILITIES

. STRONG MANAGEMENT SKILLS - COMPLIANCE WITH INTERNAL POLICIES,

PROCEDURES AND APPLICABLE REGULATORY REQUIREMENTS

. EXTENSIVE CUSTOMER SERVICE SKILLS - PROBLEM SOLVING, CONFLICT

RESOLUTION, TELEPHONE AND OFFICE ETIQUETTE

. PROFICIENCY IN COMPUTER LITERACY/KEYBOARDING - SOFTWARE APPLICATIONS,

WORD, EXCEL, WORD PERFECT, MICROSOFT OFFICE, QUICKEN, OUTLOOK EXPRESS,

ARBA (POINT OF SALE)

. PROFICIENT IN OFFICE MACHINES - 10 KEY, FAX COPY, MULTI-LINE

TELEPHONE, CASH REGISTER

. BASIC ACCOUNTING PRINCIPALS - ACCOUNTS RECEIVABLE/PAYABLE,

BOOKKEEPING, COLLECTIONS, CASH HANDLING PROCEDURES

WORK EXPERIENCE

AAA Medex MAY 2010 TO

PRESENT

PROVIDE TRANSPORTATION FOR MEMBERS TO AND FROM DOCTORS APPOINTMENTS IN A

TIMELY MANNER AND COURTIOUS MANNER IN THE STATE OF ARIZONA.

COMFORT KEEPERS AUG 2007 TO

APRIL 2010

CAREGIVER

PROVIDE IN HOME SERVICES FOR ELDERLY AND DISABLED. SERVICES INCLUDED HOUSE

CLEANING, BATHING, COOKING, FEEDING, CHANGING AND ANY OTHER FUNCTION THE

CUSTOMER IS UNABLE OR REQUESTS TO BE PERFORMED.

STOCKTON HILL FEED & WESTERN WEAR AUG 1997 TO

JUNE 2007

MANAGER

MANAGE A RETAIL STORE ON A DAY TO DAY BASIS. SERVICE A STAFF OF 6 TO 8

PEOPLE IN ALL AREAS OF HUMAN RESOURSES. MONITOR ALL DAILY SALES, ORDERS,

STOCKING, AND APPEARANCE OF STORE. BALANCE AND MAINTAIN ALL CASH DAILY.

ASSIST CUSTOMERS WITH PURCHASES AND RESOLVE CUSTOMER ISSUES.

GREAT WEST GOODYEAR TRUCK AND AUTO, INC. MAY

1997 TO AUG 1997

RECEPTIONIST

THIS WAS A TEMPORARY POSITION ANSWERING 12 INCOMING LINES TO DIRECT

CUSTOMERS TO THE APPROPRIATE AREA FOR SERVICE. PROCESS ALL CASHIERING

FUNCTIONS TO INCLUDE BALANCING INVENTORY AND ASSIST WALK IN CUSTOMERS.

FIRST INTERSTATE MORTGAGE COMPANY/WELLS FARGO BANK NOV 1989 TO

JUNE 1996

CUSTOMER SERVICE MANAGER

MANAGE A DEPARTMENT OF 16 TO 25 EMPLOYEES, INCLUDING HIRING, TRANSFERS,

TERMINATIONS, SALARY ADJUSTMENTS, SETTING PERFORMANCE STANDARDS AND

PROVIDING EVALUATIONS. MANAGEMENT OF A REGIONAL DIVISION TO RESOLVE

CONFLICTS BETWEEN BRANCH OFFICES AND/OR DEPARTMENTS, COMMUNICATED AND

INTERACTED WITH BANK STAFF TO PRODUCE EFFECTIVE PROCEDURES AND WORKFLOW TO

ENSURE QUALITY SERVICE LEVELS WERE MAINTAINED. ENSURE COMPLIANCE WITH

INTERNAL POLICIES AND PROCEDURES AND APPLICABLE REGULATORY REQUIREMENTS.

SEARS SAVINGS BANK JAN

1981 TO NOV 1989

ASSISTANT LOAN SERVICE MANAGER

MANAGED A LOAN SERVICING STAFF OF 15 EMPLOYEES TO INCLUDE ALL FUNCTIONS OF

COLLECTIONS, DEMANDS, PAYOFFS, INSURANCES, PARTIAL RELEASES, CONSTRUCTION

DISBURSEMENTS AND RELEASES.

EDUCATIONS/TRAINING

SILVER CHAIR LEARNING SYSTEMS-COMPLETION OF ALL COMFORT KEEPER ASSIGMENTS

PURINA ANIMAL CARE-COMPLETED COURSE WORK IN ANIMAL CARE AND FEEDING.

INSTITUTE OF FINANCIAL EDUCATIONS-CERTIFICATE IN REAL ESTATE LAW, MORTGAGE

LOAN SERVICING AND RESIDENTIAL MORTGAGE LENDING.

SEARS SAVINGS BANK-COMPLETED COURSE WORK IN BASIC SUPERVISION, TIME

MANAGEMENT, LOAN CUSTOMER SERVICING AND EFFECTIVE BUSINESS WRITING.

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