Manager Customer Service
Resume:
KIMBLIE CUTHBERTSON
Midlothian, VA 23112
Phone 804-***-****
******************@*****.***
SUMMARY
A highly skilled Customer Service Manager with over 10 years experience in
the financial services with Life and Annuities & Health license. Known for
excellent customer focus and communication skills. Strong skills in
resolving customer concerns and handling difficult situations.
Key Strengths and Competencies:
. Business Training and Development . Customer Focus
. Team Leadership, Coaching and Mentoring . Customer Process
Improvement
. Analytical and Problem Solving . Multi-Site Projects
PROFESSIONAL EXPERIENCE
Capital One Financial Corp., Glen Allen, VA
2008 - May 18 2010
Senior Account Manager, Retail Banking
Receive and handle inbound, escalated customer calls from Customer
Relations, Fraud, Collections, and Disputes departments. Make adjustments
and notate customer accounts accordingly. Assist in trouble-shooting and
resolving account issues according to Capital One policies and procedures
as well as government privacy laws, federal consumer laws and regulations.
Achievements:
. Received department recognition for consistent customer satisfaction.
. Acknowledged by manager for strong time management skills.
. Selected to serve on Associate Involvement Committee.
. Recognized as an Outstanding Individual in the Department for
identifying a system issue.
The Vanguard Group, Charlotte, NC
1999-2008
Supervisor, Retirement Investment (2005 -2008)
Led and developed a team of 12-16 associates, including preparing and
delivering monthly performance reviews, for direct reports. Worked closely
with project teams and peers to analyze results, create and implement
training programs for the company. Collected and analyzed data to make
improvements with current workflow; also managed business level metrics.
Achievements:
. Team consistently ranked #1 in department metric goal for eight out
of twelve months.
. Led the research portion of a major development On Boarding process
for the department for new supervisors and employees which was
later implemented as a company workshop.
. Consistently developed strong, reliable associates who were
promoted to other areas within a year of joining the team.
. Led the company wide site's Rewards and Recognition Committee for
the department.
The Vanguard Group, Charlotte, NC
2002 - 2005
Retirement Services Administrator, Retirement Investment
Problem resolution expert for supervisors, associates and clients regarding
retirement accounts. Resolved and processed corrections on customer's
accounts and followed up with resolution with the customers. Analyzed data
and identified trends with adjustments on accounts and client's issues to
help improve the resolution process. Made changes to company's plan and
updated retirement accounts information for clarification.
Achievements:
. Served as department contacted for roll out of new programs and
worked on pilot teams as point of contact for data clean up
project.
. Led the department's Just 4 You Committee which was responsible for
maintaining the department morale. Designed a user-friendly binder
with committee's responsibilities which was implemented and used
company wide.
. Selected for an internship to work with Call Quality Administrator
on a strategy to add value to the call quality performance in the
department.
Senior Retirement Associate, The Vanguard Group, Charlotte, NC
1999 - 2002
Served as first point of contact for customers regarding their retirement
accounts and provided information regarding the way retirement accounts
worked. Assisted customers with accomplishing their investment objective
according to their retirement needs and plan rules. Identified and
resolved customer's concerns by taking ownership until issue was resolved.
Led less tenured associates by identifying and then coaching to their
developmental opportunities.
Achievements:
. Selected to perform supervisory duties in the absence of supervisor.
. Recognized for consistent customer satisfaction.
. Promoted to Senior Associate.
EDUCATION/PROFESSIONAL DEVELOPMENT
University of Phoenix,
Phoenix, AZ.
Bachelor of Science in Business Administration
Computer Skills: Microsoft Office including Word, Excel, PowerPoint,
Windows XP, Lotus Notes, TSYS, ORRC, SeeDoc, CHIA, OnDemand, Document
Management,
Professional Development: Six Critical Skills for Exceptional Customer
Service, Implementing Six Sigma Solution Using DMAIC for Process
Improvement
Professional Licenses and Certifications:
Life and Annuities & Health
Certificate in Principles of Sales Management
Contact this candidate