Customer Service Manager

Skills Summary

Employment

Manager/Supervisor/Customer Service Representative with extensive

experience in Transportation Finance. Experienced in call center, employee

mentoring, compliance, account management and legal documentation.

Educated in accounting and human resource management. Skilled in computer

applications including spread sheets and word processing, multi-tasking,

prioritizing, organization, quickly adapting to change, written and oral

communications. Extensive background in data entry, accounts receivable,

client support, risk management and confidentiality. Expert in Microsoft

Outlook, Word, Excel and PowerPoint.

Customer Service Call Center

September 2009 - Present

T-Chek Systems

Eden Prairie, MN

. Responds to incoming calls with appropriate sense of urgency

. Assist Customers with Express Codes generation, card changes, deposits

and researching rejected transactions

. Performs authorization of transactions from merchants, unloading

services, and repair facilities by entering appropriate data into system

. Assists personnel at merchant sites with settlements and transaction

problems

. Promoted to level three customer service position with added

responsibilities in less than three months on the job

. Escalates problems to supervisor as appropriate

. Follows company compliance mandates when releasing information

. Handles difficult calls in a professional and calm manner

Manager May 2008-Dec 2008

GE Commercial Finance

Eagan, MN

Drafts all legal contracts documents relating to new

client start-ups and amendments to increase loans,

change rates and other changes

Performs compliance required "know your customer"

background searches, Certificates of Good Standing,

Federal, State & Local tax lien and judgment searches

Coordinates and tracks certified mailings of Notice of

Assignment to all debtors of clients

Provides support to Vice President of Risk to report

client exposure to other GE entities as well as

monitoring client performance

Authorized as a wire approver with an approval limit of

two million dollars

Operations Manager February 2005-May

GE Commercial Finance 2008

Eagan, MN

Lead team of fourteen to twenty direct reports in data

entry for invoicing and payments, document imaging and

mail center duties

Designed error-tracking system utilizing Microsoft Excel

for data entry team that clearly defined expectations as

well as improvement incentives, which resulted in a 58%

reduction in errors

Scheduled monthly meetings, bi-annual performance review

meetings for each individual

Conducted interviews for recruitment and selection of

new hires, oriented new employees through on-boarding

process according to corporate compliance standards

Performed annual and bi-annual performance reviews of

direct reports recommending appropriate salary changes

Mentored and recommended two direct reports to be

promoted to a position of higher authority

Report expenses per corporate compliance guidelines

Operations Supervisor

April 2003-February 2005

CitiCapital Finance (Acquired by GE in 2005)

St. Paul, MN

Supervised as many as twenty-eight employees in customer

service, account management, data entry for invoicing

and payments, document imaging and mail center duties

Mentored two employees that were rated as "needs

improvement" in 2004 to a "meets expectations" rating in

2005

Recommended a reduction in head count due to increased

proficiencies resulting in an annual cost savings of

$80,000

Co-lead transition to GE by testing all computer

applications which resulted in no impact in servicing

clients and meeting deadlines

Prepare travel arrangements according to corporate

guidelines for spending limits

Report expenses per corporate compliance guidelines

Customer Service Supervisor March 2000-April

CitiCapital Finance 2003

St. Paul, MN

Supervised three Customer Service Associates

Utilized as the point person to implement new electronic

processing software which required many hours of testing

Advised customers of available funding options and

initiated funding wires

Handled the most difficult customer situations and

requests

Performed annual and bi-annual performance reviews of

direct reports recommending appropriate salary changes

Education Associates Degree in Accounting and Human Resource

American Intercontinental University, Chicago, IL

May 2007

Medical Terminology

Ed 2 Go Online, Minneapolis, MN

June 2009

Paralegal Studies

Kaplan University, Cedar Rapids, IA

July 2009

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