Customer Service Manager

Derrick E. Wilkes

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

Jacksonville, FL 32257

Home: 904-***-****

E-mail address: abiozc@r.postjobfree.com

Objective: Seeking a position utilizing my customer service, sales and

management experience.

Highlights:

. An experienced team player, bringing enthusiasm and energy in-group

efforts.

. Able to direct and lead others to produce desired results.

. Able to develop and implement new systems when necessary.

. Capable of handling multiple projects concurrently.

. Computer literate - can quickly learn new software, strong knowledge of

Microsoft Office products.

. Managed and worked in outbound and inbound call settings successfully.

. Able to communicate and interact effectively with individuals of all

levels.

. Articulate and creative, offering innovative and practical solutions.

. Knowledgeable and experienced in all phases of inside and outside sales

and customer service.

. Work well in a high-pressure environment.

. Self-motivated and assertive.

Experience:

Football Fanatics

Quality Assurance 08-2009 to 11-2009

Responsible for driving performance results through ongoing coaching.

Monitored calls and emails of customer service associates remotely and

provide feedback to associates in a timely manner. I was responsible for

correcting any issues not completed by the associates to ensure complete

customer satisfaction. Worked hands on with the training department to

ensure that new associates transitions to production was handled smoothly

by means of monitoring and training while associates were still in the

training environment on the floor. Responsibilities included signing off

associates on different jobs within the call center once we felt they were

up to speed.

PHH Mortgage (Contemporary Staffing Solutions) Jacksonville, FL

Loan Processing Assistant 03-2009 to 06-2009

Guided customer through the entire home financing event through to closing.

Translated and coordinated event logistics, such as investor loan

requirements and scheduled events as they relate to home financing. Quote

and lock interest rates, run sales concessions in competitive situations.

Sets appropriate customer expectations to meet turnaround times on the

receipt of the application package and trailing documents. Work with

internal departments to meet the customers needs (i.e.). Sales, STARS,

Processing and Scenario Underwriting. Communicates with customers and third

party stake holders (i.e. Real Estate Agents, Financial Advisors, etc.).

Acts as the Advocate for the Customer by answering phone calls and emails,

interpreting problems, providing support, keeping track of issues and

resolutions and using the system and support departments to resolve

recurrent problems. Manages inbound and outbound communications with

customer and third party stakeholders. Build and maintain an positive

working relationships with third party stakeholders. Responsible for

closing a predetermined amount of loans per month. Consistently maintains a

predetermined registration to closing conversion percentage. Effectively

manages a predetermined pipeline within a specified training period. Meet

service results goals consistently. Completes daily tasks within

predetermined expectations.

SunTrust Bank Jacksonville, FL

Branch Manager

Financial Service Representative

Branch Manager 02-2006 to 08-2008

Responsible for driving branch performance results through direction,

leadership and execution of superior sales and service behaviors and

activities by the entire team in order to meet/exceed branch sales goals.

Plans, organizes, directs, and controls the activities of branch, and

ensures effective execution of the SunTrust Branch Operating Model.

Conducts outside sales to bring in new business banking clients, while also

maintaining and expanding existing personal and business banking

relationships. Meets/exceeds individual sales and referral goals on a

consistent basis. Provides expertise in operational and risk management

policies and procedures. Conducts sales meetings and coordinates strategy

with Area Manager. Responsible for the selection and retention of top

talent, preparation and conducting of timely performance reviews and pay

decisions within the branch. Familiar with both Platform and Teller

operation side of branch.

Financial Service Representative 08-2005 to 02-2006

Provided superior customer service through listening to customers,

anticipating their needs, and recommending financial services. Opened new

accounts, took loan applications, and refers customers to specialized

bankers, such as Business Bankers and Mortgage Originators, to ensure the

needs of the customer were met. Educated customers on automated service

options available including ATMs, Internet Banking, etc. Supports the

goals of the branch through effective teamwork. Assisted with routine

Teller transactions on an on-going bases, helped train new employees,

assisted Branch Manager with various reporting to upper management.

Bank of America Jacksonville, FL

Electronic Banking Service Manager

Electronic Banking Service Associate

Consumer Banking Associate

Electronic Banking Service Manager 07-2002 to 07-2005

Manage a team of up to twenty online banking associates providing support

for customer using Internet banking in a call center environment for Model,

COIN, Quicken and Small Business products and services. Demonstrated

effective leadership and encouraged team concepts. Maintained daily, weekly

and monthly records and produced reports to increase productivity.

Monitored calls remotely and side-by-by to ensure quality. Responsible for

inputting and controlling payroll. Ongoing training to ensure associates

are meeting all goals set by the bank to ensure outstanding customer

service. Managed On the Job training of new associates and averaged 90% in

overall Customer Delight based on surveys from customers for all classes

lead. Strong knowledge of following systems: COIN, TSYS2330 & 6040, JIBA,

FDES, IMAGEVIEW, TAO, CMS, IEX, GENESIS, Discovery, Info-Rama, ACE, e-

Workplace.

Electronic Banking Service Associate 01-02 to 07-02

Applied knowledge of computers in helping consumers use Bank of America's

online banking product. Identified problems, diagnosed cause and determined

corrective actions. Learned all aspects of online banking. Maintained high

standards of excellence. Demonstrated effective leadership and encouraged

team concepts. Knowledge of following systems:

COIN, TSYS2330, JIBA, FDES, IMAGEVIEW, Info-Rama, ACE and TAO.

Consumer Banking Associate 11-01 to 01-02

Provided direction and assistance to consumers in regards to there bank

accounts. Responded to telephone requests for maintenance on consumers

banking accounts. Consistently met or exceeded goals set by Bank of

America. Consulted with consumers to determine their needs and priorities.

Learned all aspects of Bank of America products to consumers. Knowledge of

following systems: Merlin, TAO

ExecuTrain of Florida Jacksonville, FL

Education Consultant 08-01 to 10-01

Helped oversee all aspects of computer software training for large and

small company's and individual clients. Consulted with clients to determine

their needs and priorities. Maintained large database of clients ensuring

they received the best possible solutions to meet their needs. Delivered

oral and written proposals for computer software training. Demonstrated

skillful communication and negotiation skills. Identified problems,

diagnosed causes and determined corrective actions. Responded to written

and telephone requests for computer training. Responsible for meeting

monthly sales quotas.

Certified Security Jacksonville, FL

Telemarketing Manager

Security Consultant 07-99 to 08-01

Telemarketing Manager

Executed daily operations of a home security company, including supervision

of telemarketers and sales consultants. Maintained daily, weekly and

monthly records

and produced reports for online representatives and superiors. Trained,

managed and motivated telemarketing representatives and achieved

significant improvements in

their productivity. Monitored calls of employees, and gave feedback to

achieve call quality. Interviewed and hired telemarketers. Responsible for

payroll on a weekly basis.

Security Consultant

Consulted with clients to help design security systems to meet there needs

in residential and commercial settings. Went out on day-to-day basis

building new clients by cold

calling on the phone and door to door. Consistently met or exceeded sales

goals.

Protection Networks Jacksonville, FL

Telemarketing Manager 07-98 to 07-99

Executed daily operations of a home security company, including supervision

of telemarketers and sales consultants. Maintained daily, weekly and

monthly records and produced reports for online representatives and

superiors. Trained, managed and motivated telemarketing representative and

achieved significant improvements in their productivity. Learned all

aspects of home security industry. Wrote, designed training manual used for

telemarketing. Handled payroll

Richardson Employment Enterprises Jacksonville, FL

Intake Computer Specialist 12-96 to 07-98

Served as a computer specialist for employment agency, including training

in basic software programs. Acted as liaison between clients and employers.

Maintained ongoing relationships with various companies ensuring clients

met all qualifications of company's standards. Interviewed clients placing

them in various positions in the workplace. Maintained high rate of

retention for clients placed in various positions in the workforce.

AT&T American Transtech Jacksonville, FL

Team Leader

Help Desk Technician 09-92 to 12-96

Trained and managed up to eighty customer service representatives to

achieve significant improvements in productivity in outbound and inbound

call centers. Worked on various projects from credit sales to working with

AT&T customers using long distance and international service. Dealt with

billing and general issues regarding different calling plans. Demonstrated

effective leadership and encouraged team concepts. Maintained daily, weekly

and monthly records and produced reports to increase productivity.

Monitored calls remotely and side-by-by to ensure quality Responsible for

inputting and controlling payroll.

Help Desk Technician

Helped oversee all aspects of computer operations for all departments of

company worldwide. Identified problems, diagnosed cause and determined

corrective actions.

Military:

US Navy;

Worked in advanced telecommunications.

Handled all message traffic for Navy and other Armed

services ranging from, Top Secret to Unclassified categories.

August 88 to July 92

Education:

ITT Technical Institute Jacksonville, FL

Electronic Engineering; Associate of Applied Science 1994

Radiomen "A" School US Navy San Diego, CA

Trained in advanced telecommunications1989

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