Customer Service Manager

Kristen Cole

**** ******** *****, ********, ** 35023

***************@*********.***

Tel: 205-***-****

Personal Statement

I am a dedicated, loyal, and hard working person who works hard to

go above and beyond on any task set before me. While I do have ten

years of experience in banking with Regions Bank, I am a fast

learner and set challenges before myself to expand my service

knowledge. I work well in a team atmosphere and can take tasks on

my own. I am seeking a position to prove myself as an asset and

continue to give my best to a company.

Work Experience

Consumer Fulfillment Manager (November 2009 - Aug 2010)

Regions Bank, Hoover, AL

My most recent position was started as a pilot group in November of

2009 and was established into a part of the Consumer Fulfillment

Group in March 2010

Trained and developed 15 original agents to begin a new call center

for Telebanking, by second quarter we took on more agents to

maintain our growing call volume from our call centers

Responsible for a goal of 3,000 accounts and was on track to reach

overall goal of 36,000 by end of year and help generate $1.5

million in revenue for the company. Kept with these daily metrics

to report to upper management

Created and utilized workshops to help drive sales for the group

with our partnering teams in the call center. With these workshops

our monthly sales increased from 3,000 to 4,000 over a months time

Worked with HR and quality to help create interviewing standards

for the group and a way to monitor the groups performance

Kept training materials current and stayed in contact with both

trainers and performance management to ensure all records were

updated to the center

Kept up time sensitive documents to ensure reached customers in

timely manner

Handle escalated customer issues with local branches and direct

customers both by phone and written response

Overview of documents before sending to customers to ensure correct

information was recorded and maintained for the company

Monitored and continued training for the group to maintain level of

quality service for customers

Mentoring new managers to the Consumer Fulfillment team

Retention Manager (January 2009 - October

2009)

Regions Bank, Hoover, AL

This group was started as a pilot of the company in 2009 to build

and maintain satisfaction for both new and existing customers. By

March of 2010 the group was established a part of the Consumer

Fulfillment

Trained and developed 12 original agents to begin a new call center

for Telebanking, by second quarter we took on more agents to

maintain our growing call volume from the branches

Worked with project manager to create original scripting for out

bound dialer system and update as new campaigns where assigned to

the group. Ran the dialer daily and trained reports manager to

maintain as to focus more time to the groups development

Created quality and standard metrics to measure the group's

performance on weekly, monthly, and quarterly basis.

Trained and mentored replacement manager

Customer Service (Aug 2007 - Present)

Halloween Express, Hoover, AL

Responsible for customer service and any escalated customer

situations

Maintain register, cash handling, and card transactions

Observe and train new employees

Maintain store cleanliness and oversee dressing rooms

Help with receiving and ordering, put out and maintain stock

News interviews with local networks

Skills

Proficient in Word, Excel, and Power

Point

Worked with both in-bound and outbound

dialer systems

16 years of customer service experience

10 years of banking and call center

experience

4 years of Management

Education

GPA: 4.0

Bachelors of Science Major in Speech Pathology with Minor in Deaf

Studies

Member of Speech Path Honor Society

Graduated Cum Laud

References

References Available on Request

Contact this candidate