Customer Service Manager

Valeria Capers

**** ******* ****** **

Midland, GA 31820

Home: 706-***-****

Cell: 706-***-****

Accomplishments

. Twenty-one years of customer service experience

. Eighteen year of management experience

. Thirteen years of experience in a call center environment

. Successful completion of Management Development Series Level I

. Successful completion 21 Laws of Leadership

. Successful completion of Situational Leadership

. Successful completion of Lead Specialist Development Training

. Successful completion of Aflac Leadership Academy

. Successful completion of BLITZ Precision Learning

. Successfully completed LOMA I, LOMA II, LOMA IV and LOMA III

. Associate, Customer Service Designation

. HIPAA Certified

Professional Experience

Supervisor - Aflac, Columbus, GA ? January 1998 - Present

. Motivates, coaches, and develops individuals within the team; ensures

that consistent and constructive feedback is provided to employees through

performance evaluations and other means of communication

. Maintains employee personnel records in regards to performance and

attendance

. Monitors progress of new employees and identifies training needs of new

and experienced employees

. Recommends promotions and terminations of employees as approved by the

department head

. Supervises employees within the team to ensure that quality and

production goals are met

. Establishes priorities and schedules daily work assignments to ensure

that processing/completion of requests meets established goals

. Assists employees with problems and questions

. Identifies process/procedure enhancements and makes recommendations for

improvement

. Communicates extensively with employees, field force, payroll accounts,

policyholders, and other administrative departments to ensure customer

satisfaction

. Handles elevated customer calls to provide resolutions; reviews customer

complaints and inquiries to identify trends, and makes recommendations for

enhancing customer satisfaction

. Participates in the interviewing/hiring process of applicants

. Attends meetings in the absence of the director/manager

. Complete daily reports via Microsoft Excel, PowerPoint, and Access to

provide feedback on team members' performance

. Create reports to assist with tracking trends of specialist job

performance.

. Maintains highly confidential data records and files

Leasing Consultant - Brighton Park Apartment Homes, Columbus, GA ?November

2007- May 2010

. Rent apartment units at the assigned property to prospective residents

. Answered phone and email inquiries from prospective residents, using

standard sales techniques to encourage a visit to the community

. Met with prospective residents and checks the availability of units that

best fit their desires and budget

. Showed apartments and the overall community to prospective residents;

explained other amenities of living at the community; uses standard sales

closing methods

. Retrieved all needed information from prospective residents after they

have indicated a desire to move to the property; completes all paperwork

and computer entry associated with leasing activities

. Contacted prospective resident of approval/disapproval

. Reviewed lease with tenant outlining their and the apartment rights and

responsibilities

. Prepared and maintained a file for each resident

. Received and recorded rent, water and deposit payments

. Contacted residents with expiring leases to discuss renewals and

encourages the renewal of the lease

. Answered calls from resident regarding service needs, completed work

orders for service and forwarded to the appropriate staff member for

immediately handling

. Promoted good resident relations through courteous and timely response to

resident needs and concerns

. Answered outside phone calls and greeted visitors

Office Manager - Rhodes Furniture, Columbus, GA ? July 1993 - May 1998

. Prepared and maintained departmental records including balancing

receivables (water/sewer) on a daily basis

. Balanced various end-of-month departmental reports

. Met deadlines while experiencing numerous interruptions

. Responded to inquiries and/or concerns of citizens by telephone

communication or in person

. Maintained complete, up-to-date, and accurate records of accounts and

financial arrangements

. Applied customer's payment to his/her account

. Maintained inventory records, purchase supplies and prepared purchase

orders

. Contacted customers regarding the delivery or pick up of merchandise

. Received, logged and distributed incoming mail

. Performed basis data entry to include processing credit applications and

customer's orders

. Communicated customer needs and inquires to management to provide

information for improvement of overall service level

. Maintained highly confidential data records and files

Skills

. Strong written and oral communications skills

. Broad understanding of quality management tools, concepts/methodology,

practices, and techniques

. Strong project-planning and management skills, to include cost-benefit

analysis

. Excellent presentation, oral, written, and interpersonal communications

skills to effectively interact and negotiate with internal/external

customers and senior management

Programming/Software

Microsoft Word, Microsoft Excel, Microsoft Outlook 98-Email& Calendar, Word

Perfect, Lotus 123, Microsoft PowerPoint, Work Desk, SAP system, SharePoint

Learning Place, Encoder Pro, Claims Payment System (CPS), WorkDesk,

Performance Appraisal Management Systems (PAMS), CentreVu Supervisor,

CentreVu Terminal, Document Direct, E-Talk, Client Central, Basic office

equipment, Beeline OMEGA System, OMEGA LITE and Business Objects

Education

Currently enrolled at Columbus State University as a senior; Major-Criminal

Justice

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