Customer Service Manager
Resume:
SW ken.manning**@gma
Wyoming, MI il.com
49509
Ken Manning
Objective Seeking a challenging and rewarding position in a
customer service role, that requires excellent
communication skills, interpersonal skills, and
provides an opportunity for growth and advancement.
Nov 2007-present Fifth Third Bank
Experience Grand Rapids, MI
Repossession Collector
When I returned to Fifth Third Bank, I began
assisting in different areas of the department as
needed.
Posted notices of repossession and condition
reports, handled escalated vendor issues, certified
mail, and assignments.
Eventually I was given the responsibility of
managing specialty collateral and assigning boats,
recreational vehicles, motorcycles, and any other
non-vehicle collateral for repossession. I also
assist with the cancel and release team when
needed.
Cross-trained to learn invoicing.
Was again asked by Management to write and update
training processes for the new CACS upgrade.
My current role at Fifth Third Bank is posting
notices of repossession, condition reports, and
certified mail.
Sept 2007-Nov 2007 Renaissance Recovery
Grand Rapids, MI
Transportation Manager
Supervised daily operations and monitored
individual employee performance.
Assigned additional work, when needed, to help keep
workload under control.
Monitored phones to ensure that there was enough
available staff to handle call volumes.
Held employee meetings to discuss departmental
goals and expectations.
Had private meetings with some team members, at
their request, to voice problems or concerns and
find solutions.
Approved employee time keeping and submitted to
Accounting.
Completed daily tasks as assigned by Senior
Management.
Implemented cross training to prevent
over-specialization and ensure the team could
function in the absence of others.
Handled escalated calls from customers and agents.
Attempted to implement an employee engagement event
for peer recognition of outstanding service, which
was accepted by the Chief Financial Officer but not
yet implemented when I left the company.
April 2006-Sept 2007 Manpower Grand Rapids, MI
Fifth Third Bank Collections
Repossession Collector
Started with Fifth Third Bank in April of 2006 as a
Repossession Collector.
Attended a one-week training class with Kim
Jefferson. I learned about all of Fifth
Thirds Bank's products, policies, and code of
conduct. I also learned how to navigate the
Computer Assisted Collection System (CACS) and ACE.
During the remainder of the month of April, I was
on the floor, with my mentor, and learned how to
manually assign accounts for repossession and the
rules and regulations for doing so.
At the beginning of May, I was introduced to the
phone system and began taking my first inbound
calls. I also made calls to customer's to request
payment arrangements to bring accounts current.
Since the start of my training class and
on-the-floor mentoring, I have gained valuable
experience and knowledge of Fifth Third Bank's
repossession and collection procedures. I continue
to grow and expand my knowledge on a daily basis
and I have been nominated for the R.O.C.K.S award
three times.
As I continued to gain more knowledge in
repossessions, I was asked to learn other aspects
of the repossession process. I was introduced to
notices of repossession and condition reports,
which involved posting all notices off repossession
into CACS and verifying all condition reports. I
also managed all vendor and auction escalations.
My final role at Fifth Third Bank was
transportation. Used Autoims and AMTrac to monitor
all vehicles for transport to auction and sale. I
also continued to handle vendor and auction
escalations. I was asked by my manager to write a
series of training flashes so as to create a
process that each person could follow to insure
everyone was following the same guidelines.
I was also asked by management to start tracking
vacation, sick time, and incentive time for each
employee.
Dec. 2005-March 2006 Manpower Grand Rapids, MI
Temporary Employee
Worked at various companies while trying to obtain
full time, long term, or permanent work.
Learned numerous skills including fast-paced
packing and hand feeding, order picking, and
operation of machinery.
1998-2005 Advance Packaging Corp. Grand Rapids, MI
Corrugator Production/Control Room Operator
Production Scheduler/Planner
I returned to my job as Bander/Stacker Operator.
Approximately six months later, I was promoted to
Control Room Operator.
Supervised the production of corrugated sheets, set
up auxiliary machine components when needed, and
monitored sheet quality. Assisted in training and
implementing of company policies for new employees.
If needed, I assisted in other areas of the
Corrugator Department such as shipping and
receiving. I hold an operators license for electric
forklift and Gantry Crane.
Acted as interdepartmental liaison between the
Corrugator, Customer Service, Scheduling, Shipping,
and upper Management.
Praised by upper Management as being the key
employee during a difficult machine upgrade.
I received several raises and acquired top rate for
my position.
I was eventually offered a position in the
Scheduling Department as a Production
Scheduler/Planner. I eagerly accepted the promotion
and the opportunity to grow with the company.
My duties in this position involved considerable
phone and email contact between departments within
the facility as well as customers and vendors. I
was responsible for purchasing supplies and
corrugated sheets from vendors. I also received and
entered orders from customers. I scheduled the Box
Plant and Corrugator to ensure that customer orders
were produced on time.
Performed weekly cycle counts and inventory
control.
On April 18, 2005 I was released from employment
due to Corporate-downsizing.
1998-1998 Foremost Insurance Grand Rapids, MI
AARP Member Services Representative
Received extensive training in Mobile Home
Insurance Policy.
Assisted AARP members in resolving issues or making
changes to their policies.
Strengthened existing customer service skills,
phone skills, and interpersonal skills.
1994-1998 Advance Packaging Corp. Grand Rapids, MI
Production Worker
Worked in production finishing department. Was
promoted to production finishing operator position
within the first two weeks of employment.
Responsibilities included machine set up and
verification that product met customer
specifications. Received several merit increases.
Within six months, I was promoted to the Press
Department as a helper. Worked within a three
person crew and was responsible for setting up my
area of the press. When finished with my area, I
assisted the other team members with their areas.
Monitored quality and insured customer
specifications were met.
I received several merit increases based on
knowledge and job performance and gained top pay
rate. I became a qualified helper on four machines.
In 1996, I moved to the Corrugator Department as a
Bander/Stacker Operator. I was responsible for
operating a stacking machine that neatly organized
corrugated sheets. Performed first sheet inspection
on all orders coming off the corrugator. Monitored
quality during a run and checked that customer
specifications were met.
I became fully qualified in my position and
achieved top rate.
1992-1994 McDonalds Corporation Cutlerville, MI
Manager
Supervised closing shift and assisted in the
development, training, and implementing of Company
policies.
Conducted interviews, hired new employees, and took
them through orientation.
Supervised food production for quality and advised
crew on the proper handling, holding time, and
disposal of food.
Handled all customer complaints in a respectful and
appropriate manner.
Closed store at end of shift, counted money for the
day, and prepared a bank deposit.
Education 1988-1992 Western Michigan University Kalamazoo, MI
Music Education Curriculum.
Member of Symphonic Band, Concert Band, and
Marching Band.
Member of Phi Mu Alpha Professional Music
Fraternity and held the office of Correspondence
Secretary.
Completed the Music Education Curriculum up to my
Sophomore Hearing. Passed my Sophomore Hearing, but
was unsure of my interest in Music Education.
Continued to take music classes for the remaining
two years, but the emphasis on Music Education was
replaced with obtaining a Music degree in another
field.
I left WMU in 1992 to take some time to explore my
options in the workforce.
Skills and I have excellent written and verbal communication
Interests skills and demonstrate them professionally and
effectively in an office or production setting. I
accept supervision and I am able to supervise
others. I am an honest person with uncompromising
integrity, and work ethic. I am able to type 55
words per minute and effectively operate a
computer, most software, and most office equipment.
Excellent attendance record. Willing to learn new
things and accepting of change and growth on a
personal and professional level. I am quick to
learn, enjoy learning new things, and motivated to
achieve results.
Contact this candidate