Customer Service Sales

Michael D. Crawford

**** ****** **. *****, ** ***02 ? Phone: 469-***-**** ?

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

PROFESSIONAL SUMMARY

Proficient in: Credit ~ Customer Service ~ Credit Reports & Scoring ~ FCRA

~

Team Management ~ B2B Sales ~ B2C Sales

Versatile, high-energy dedicated professional who leads organizations

through example and an excellent work ethic. Hands-on leader with extensive

customer service and sales experience who is able to keep focused and

productive. Skilled written and verbal communicator. Proficient in multiple

areas of technology, including Microsoft OS, Outlook, Excel, Word, and

others.

CORE COMPETENCIES

Excellent communication and organizational skills ~ Experienced in:

Customer Service ~ Customer Retention ~ Credit ~ Credit Report Analysis ~

F.C.R.A. ~ Debt Settlement ~ Data Analysis ~ Strategic Service Planning ~

Sales ~ Management ~Team Development & Leadership ~ Training and Quality

Assurance

PROFESSIONAL EXPERIENCE

Global Credit Support, Plano, TX

2006 - 2010

Director of Training and Quality Assurance

United Credit Source

Director of Operations/Client Services

Consistent service leader and educator leveraging experience and knowledge

to educate and train all service teams nationwide on detailed credit

information and customer interaction including, service calls (inbound &

outbound), client retention, client education, and quality control.

Reported directly to CEO with daily, weekly, and monthly service matrix for

all service staff, scheduled continuing education, developed process

manuals and quality controls, and served on the Core Leadership Team for

all business development. As Director of Operations for United Credit

Source I served as key developer for all in house service procedures and

operational guidelines. Reporting directly to the CEO, I was responsible

for budget analysis, staffing, and all disciplinary actions within the

Service Team environment.

Key Achievements

. Developed, coordinated, and initiated all Service Team training and

continuing education programs.

. Maintained quality control data and performed regular reviews will all

Service Team Members.

. Responsible for escalated client resolution processes.

. Served on the Executive Committee in 2008

. Served on the Core Leadership Team in 2009

. Responsible for business development with Independent Contract Businesses

within the Operations Department.

. Authored & managed web & blog content for: Global Credit Support and

United Credit Source

EQUIFIX, Plano, TX

2004-2006

Account Manager/Sales

Responsible for creating and developing referral relationships within the

lending industry. Primary objectives were to receive referrals for

business, contact and close business with referral, the serve as Customer

Service point of contact for new business.

Key Achievements

. Achieved #2 status among Account Managers in sales and service standards

within 8 months

. Routinely met or exceeded sales quotas.

MICHAEL D. CRAWFORD PAGE 2

OAKWOOD HOMES/FLEETWOOD HOMES, Denison, TX 2002-

2004

New Home Consultant

Primary responsibilities included marketing to potential new-home

buyers, walking new prospects through the home

buying process which included needs assessment, model presentation,

design customization, credit assessment, and

mortgage approval.

CHARLOTTE REGIONAL REALTOR ASSOCIATION, Charlotte, NC

1998-2002

Assistant Retail and Service Manager

Responsible for day-to-day activities with the Realtor Store including,

inventory supply, product placement, order fulfillment, cash management,

open and close procedures, and customer service. Also, responsible for

service needs for the Real Estate School which included classroom set-up,

catering fulfillment, educator assistance, and student hospitality.

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