Manager Customer Service

Melissa J. Cabana

*** ******* **. ***. *

Manchester, NH 03102

603-***-**** C#

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

Objective: To obtain a position with room to grow and prosper within a

stable, secure, well managed company who takes pride in their employees.

09/2003-09/2009: The Mortgage Specialists, Inc.= Started in 2003 as a

part time inexperienced Inside Sales Rep. In 2006 was promoted to a full

time Assistant Telemarketing Manager. In 2008 was promoted to

Telemarketing Manager with no assistance from an assistant manager.

Responsible for 10-20 employees on a daily basis, performed all aspects pf

operating a call center. Managed all hiring, training, corrective action

and termination. Supplied all calling materials and maintained all

employee files within the department as well as scheduled time off

requests. Upheld quality and quantity goals set by upper management for

the week and the month. Attended and managed weekly and monthly meetings

with all employees within the company. Worked closely with the Scheduling

Coordinator and all Outside Sales Reps. To assure proper scheduling

throughout the Tri-state area including seven office locations. Verified

all appointments scheduled within the department to confirm all information

collected and to assure that all requirements were met for qualifying

refinancing or purchasing options, as well as selling properties. Adjusted

Industry changes daily pertaining to Interest rates, Programs, Guidelines,

Geographic areas/Property Values, Lenders and Financial information

requirements. Handled all customer complaints and followed up with

clientele in regards to inquiries via, telephone, email and mailings.

Organized in house Silvertech system with all clientele information for

future contact for needs to met pertaining to Industry and personal needs.

Managed follow ups and call backs for specific time frames. Recorded all

quality control information and kept up with in house do not call list and

scrubbed active calling materials against the National do not call list

prior to distribution to the sales floor. Great customer service skills

required as well as sales experience, handling stressful situations,

decision making skills, working well under pressure, multi-tasking skills,

prioritizing work load, conflict resolution, handling difficult people and

situations and mathematical skills.

Also. Have over a decade of Manufacturing/Production/Electronic experience

working for multiple Industries holding positions ranging from Assembly,

Machine Operation, Inspection, Quality Control and Packaging/Shipping and

Receiving.

Graduated in 1992 from Manchester High School West with Diploma in Academic

Courses.

References available upon request.

Contact this candidate