Customer Service Manager

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Misti J Pennington

abj2j5@r.postjobfree.com

213A Brendalwood Blvd Cell: 601-***-****

Brandon, MS 39047 Alt: 601-***-****

Dedicated customer service manager with 5+ years of experience in fast paced, call center

environment, focused on collections and collateral recovery. Consistently challenging our team to

reach record high customer satisfaction rankings, in all departments. Including improvements to the

bottom line and turnaround of underperforming teams.

Respected builder and leader of customer focused teams; instill a shared, enthusiastic commitment

to customer service as a key driver of company goal attainment. Lead by example and ensure the

execution in all levels of internal processes to meet customer satisfaction.

Areas of Expertise

Customer Service Customer Satisfaction Training & Teambuilding

Management Enhancement Cost Reduction Strategies

Complaint Handling & Front End Supervision Project Management

Resolution Business Development

Relationship Building

Professional Experience

ASR Nationwide Ridgeland, MS 09/05 to Present

Post Repossession Manager, 07/08 to Current

Vendor Management Team, 05/08 to 07/08

General Manager of Admin, 02/07 to 06/07

Release & Transportation Manager, 02/07 to 05/07

Billing & Collections Supervisor, 11/05 to 05/07

Condition Report Compliance Clerk, 09/05 to 07/06

Rapidly promoted to manager position where I lead the way in developing Release, Post Repo and Vendor Management Departments, from the

ground up. In conjunction with other responsibilities, also recruited, trained and placed staff in all departments according to need. Supervise

65+ customer service and admin reps.

Selected Contributions:

Foster an environment in which employees are motivated to deliver top performance & significantly

reduce staff turnover. Improved in staff retention due to the success of employee development and

morale building programs.

Successfully manage front end operations to ensure friendly and efficient customer satisfaction &

guarantee compliance to our valued clients.

Collected over 400K in past due accounts with in the first week of working the collections

department.

McInnis Electric Byram, MS 02/01 to 10/04

Accounts Payable, 04/01 to 10/05

Receptionist, 02/01 to 10/05

I was able to quickly advance to a position of increased responsibility, while maintaining the position of front desk receptionist. Keyed all

invoices, reconciled purchase orders, and managed payables up to 300k per month, in twice monthly check runs.

Selected Contributions:

Reduced excess expenses by maintaining an equipment/small tool log and suggesting small tool

purchases based on savings.

Successfully negotiated new company phone service contract with an annual savings of over $1000.

Education and Training

High School Completion Wesson, MS 1998

Training: Completed various courses and seminars in customer service, fair debt collections, skip tracing over view, loss prevention, time

management, leadership, performance assessment and CPR.

Professional References

Jeremiah Wheeler Manager, ASR 2006 Current 601-***-****

Brandon Garrity Manager, ASR 2005 – 200*-***-*** 8027

Patricia Denson Manager, McInnis 2001 – 200*-***-*** 9296

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