Customer Service Manager

Angela Reid

**** ******* ***** ****** ? Austell, Georgia 30106

678-***-**** ? **********@*********.***

PROFESSIONAL SUMMARY

Innovative, customer-focused business process improvement professional,

with over 20 years of experience in various aspects of banking operations

management and customer support. Consistently acknowledged for innovative

thinking and recommending key business solutions that contribute to

departmental goals. Proven success in motivating and leading teams of

associates in fast-paced, production environments.

PROFESSIONAL EXPERIENCE

Assurant Solution Specialty Property Atlanta, GA

Assurant Unit Manager

2007 - Present

Responsible for managing the daily activities of 20 or more people in a

call center environment taking Escalation calls to bring resolution.

Provide performance coaching, implementing development action plans,

write/conduct reviews on associates, and recommend salary reviews. Resolve

on a weekly 100 or more escalated concerns about mortgage insurance,

mortgage insurance payments, force place policies information, mortgage

refunds, and flood gap information. Recommend process improvement

strategies.

. Participate in regular schedule conference call to get client feedback

and silent monitor associates was able to reduce team error rate by

20%

. Conduct team meeting to convey updates of business operations and

understanding of

processes and procedures which resulted quality scores as of June

94%.

. Monitor unit operational budget and was able to reduce team overtime

by 30%.

. Demonstrate the ability to delegate work flow to ensure the accuracy

of

the client's reports and met deadlines.

. Encourage an environment which displays teamwork, commitment,

increased

productivity, and superior quality. Facilitated teambuilder ( i.e

lunch and learns, birthday club)

. Provided informative training to new hires to ensure an understanding

of processes and procedures by doing side by sides.

. Recommended technology enhancements to reduce the performance

information from

manual audit process. Successful started using Microsoft Access to

house client data.

. Develop and cultivate a working relationship with other lines of

businesses to ensure the

client's contractual obligations are met.

. Facilitated cross training 25 Citi associates on Chase business rules.

. Mentored 6 associates that were able to grow and develop which

resulted in obtaining other positions.

BANK OF AMERICA. ATLANTA, GA

Operations Manager

2004 - 2007

Responsible for managing the daily activities of 20 or more representatives

in the Retail Lockbox production environment. Provide performance coaching,

implement development action plans and recommend salary reviews. Resolve

over 50 escalated issues weekly and recommend process improvement

strategies.

. Streamlined a reorganization of the work area that resulted in

increased worker efficiency and reduced turnaround time by 30%.

. Recommended a technology enhancement that would eliminate the manual

audit process, enabling the immediate retrieval of system data

resulting in a 20% error rate reduction.

. Provide superior customer service by facilitating periodic training

for current employees and new hires to ensure consistent dissemination

of process and procedural information.

. Perform weekly quality assurance audits of system data to assess

associate performance standards and identify improvement

opportunities.

JP-MORGAN CHASE, HOUSTON, TX

Service Line Manager (Officer)

2000 - 2003

Managed and lead a staff of over 20 Service Line customer service

representatives in a high-volume call center environment that processed

over 100,000 transactions daily. Identified performance gaps through call

monitoring and coaching/feedback sessions.

. Implemented a customer relations program for all service line

employees resulting in an increase in customer satisfaction survey

score from 80% to 95% within a 3-month period.

. Decreased customer call volume by 20% by identifying various banking

services that were subsequently automated via the voice response

system and the internet banking portal.

. Surpassed established service level agreement by 19% for 8 consecutive

quarters.

. Increased revenue for line of business by 15% by providing employee

incentives to offer customers products such as overdraft protection

and check re-ordering, during routine phone inquiries.

Entitlement Senior Analyst (special project)

2002 - 2003

Project lead for division-wide leave of absence program that resulted in

cost savings of 40%. Managed six month end to end project lifecycle from

proof-of concept stage through implementation, utilizing Six Sigma

principles. Identified resources for cross-functional project teams and

ensured project specifications, tasks and deadlines were clearly

communicated via the work plan.

. Analyzed key performance metrics related to the Leave of Absence

reporting and tracking process resulting in a 2.5 million dollar cost

savings.

. Organized a focus group of HR managers, employees and third party

administrators to assess the workflow process that successfully

reduced claim processing turn around time from 10 days to 5.

. Implemented a leave of absence administration team that enabled 100%

compliance with federal FMLA guidelines.

. Developed process documentation that ensured standardized absence

reporting procedures in 100% of leave cases.

. Facilitated management, human resources and disability vendor

collaboration on return to work strategies, successfully reintegrating

several long term disability employees into the workplace.

Research Analyst 1998 - 2000

Performed market research on all line of business products. Developed

departmental procedures, workflow and quality control measures. Responded

to executive complaints and provided support to the loan customer service

group.

. Provided 1098 reporting information and loan amortization schedules to

customers.

. Provided training for staff and incoming employees.

. Created entries for clearing general ledger accounts.

. Resolved customer complaints for the Cash Reserve and Small Business

customers.

EDUCATION

University Of Phoenix - 11/05 - 6/10

Major: Bachelor of Science in Business Management

Certified in Process Improvement Six Sigma

Certified Medical Assistant

Extra Curriculum: Treasury of Madison Point Homeowner's Association

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