Customer Service Manager

Jean R. Archer *****

Blueridge Court

Oklahoma City, OK 73162

Phone: 405-***-****

E-mail:

abj5vp@r.postjobfree.com

OBJECTIVE: Seeking continued career growth and development by

obtaining a management assignment that applies previous

experience and education toward organizational and personal

goals.

SUMMARY OF EXPERIENCE

Highly motivated Manager with successful experience in the areas of

Customer Service, Operations and Sales. Key responsibilities and

experiences include developing, motivating and retaining large work teams;

controlling quality; creating budgets and achieving financial goals;

creating and evaluating staffing levels and adjusting as needed to ensure

daily coverage and service level objectives; leading Process Improvement

and Quality teams charged with long-term projects; handling escalated

customer inquiries and concerns; monitoring calls for quality and reviewing

credit decisions. Also responsible for hiring, training and developing

customer service, sales and banker staffs; increasing product

representation and sales in selected markets; designing and contracting

point of sale advertising; maintaining inventory balance at wholesale and

retail levels; conducting sales presentations.

EMPLOYMENT HISTORY

Bank of Oklahoma Dual-Site Branch Manager, Oklahoma City, OK 06/07-

Present

Perform operational responsibilities that include, but not

limited to, the following functions: cash audits, loss

prevention training, ATM balancing, quarterly branch

audits, and regulatory training. Deposit, loan and net

interest revenue resulted in positive portfolios.

Syniverse Technologies - Operations Supervisor, Porting Center, Oklahoma

City, OK, 03/04 - 02/06

Managed the Number Portability and Hot Line teams.

West Corporation - Global Service Account Manager, Customer Contact

Center, Oklahoma City, OK, 02/01 - 03/04

Project manager who supported Fortune 500 company's

telecommunications requirements.

Verizon Wireless - Retail Store Manager, Sales, Mansfield, TX, 12/00-

12/01

Responsible for all operational, staffing, sales and

inventory controls.

Assistant Store Manager, Sales, Watauga, TX

Displayed a leadership role for staff while

accepting and mastering additional responsibilities.

Sprint PCS - Team Lead, Retention, Customer Care Center, Fort

Worth, Texas, 06/99-12/00

Supported the growth of Retention group with intense focus

on managing customer attrition.

Team Lead, Customer Assistance, Customer Care

Center, Fort Worth, Texas, 12/98-06/99

Kids "R" US - Assistant Store Manager, Sales and

Marketing, Falls Church, VA, 10/94-11/98

Functioned as Merchandise and Sales Manager;

highlighted by leading regional sales, quarterly.

Bank One, TX - Customer Service Supervisor, National

Customer Service Center, Dallas, Texas, 05/90-07/94

Managed multi-functional teams within Employee

Accounts and Customer Service areas.

Merger Liaison, Former Team Bank, Fort

Worth, TX

Facilitated best practices policies to minimize

natural attrition due to acquisition.

EDUCATION

The University of Oklahoma, Norman, Oklahoma - Bachelor of Arts in

Business Merchandising

MANAGEMENT AND TECHNICAL TRAINING

Situational Leadership Human Resource Practices

Process Analysis and Maturity

Front Line Leadership Microsoft Word Call

Forecasting and Scheduling

Positive Discipline Microsoft Excel Network

and Affiliate Regulations

Time Management Microsoft PowerPoint

Retention Methods and Procedures

Labor Relations Managing Personal Growth

Wireline Configuration

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