Customer Service Management

Kristal D. Mack

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

Detroit, MI 48235

313-***-****(cell) /abkwo7@r.postjobfree.com

Professional Summary

Dedicated professional with several years of proven experience in the

information technology and customer service and support fields; A highly

respected team player that has demonstrated the ability to manage projects

and assist in the development and growth of employees

Professional Experience

Chrysler Financial Services Americas LLC - Troy, MI 48098 Oct. 2006-

Feb. 2010

Loss Mitigation Account Manager

Managed a $3.85 billion portfolio of lease and retail accounts;

Collected and negotiated payment solutions on delinquent accounts;

Investigated and skip traced to locate delinquent customers; Made

recommendations regarding the final resolution for uncollectible accounts;

Issued documents for repossessions and replevin court action, while

adhering to company and state regulatory requirements; Communicated

regularly with company attorneys in regards to accounts placed into

litigation; Guided and trained new employees; Ensured all data for the

customer and company remained private and secured.

. Hand selected by senior management to work on the loss mitigation team

which handles high risk accounts and loss prevention

. Achieved first place ranking, out of 120 employees in the country, in

delinquency goals for high risk accounts

. Instrumental in the improvement of the Promotional Criteria and

Feedback process within Chrysler Financial as a member of the "Great

Places To Work" committee member

Radley Corporation - Southfield, MI 48075 Jan. 2000 -

Sept. 2006

Software Technical Support Analyst

Resolved client Electronic Data Interchange (EDI) software, computer

software and hardware, and/or network issues; Acted as a technical liaison

between clients and our development team to determine the best resolutions;

Updated the call tracking system daily to reflect the status and/or

resolution of calls and issues; Provided daily technical support via the

internet (ftp),WebEx, Remote Desktop, computer, phone, and email, among

other media; Worked with batch files and scripts; Familiar with most EDI

Transaction Sets and ability to understand mapping specifications; Acted as

the primary trainer for internal employees and for clients; Performed the

setup and implementation of new trading partners, network connections, and

communications; Installed and supported scanning barcode software and

hardware, as well as, provided support for barcode related issues;

Performed consulting, training, and project management tasks about 25-40

percent of the time for clients, or as needed

. Designed and distributed several bar code scanning labels, and

invoices, for the company and suppliers

. Volunteered for and selected by management team, to assume company

trainer responsibilities

. Took initiative to revise and update the company's software training

manual, which was used to train internal and external employees,

suppliers, and prospective clients

Arden Companies - Southfield, MI 48034 Sept. 1998 - Dec.

1999

EDI Administrator/Order Planning Coordinator

Processed inbound EDI (Electronic Data Interchange) releases and

orders received by our clients; Transmitted outbound EDI acknowledgements

of orders; Received orders for distribution via phone, fax, email, and

other non-electronic methods and manually processed orders for our

restaurant, textile, and pet divisions; Worked in a small customer call

center environment receiving inbound calls and placing follow-up outbound

calls as needed

. Hand selected by supervisor to work within EDI department

. Played significant role in initial startup and implementation of EDI

processes

Consumers Power/ Consumers Energy - Royal Oak, MI 48073 Feb. 1993

- Sept. 1998 Consumer Affairs Specialist/Customer Service

Representative

Corresponded with customers to resolve informal and formal complaints filed

against the company with the Michigan Public Service Commission (MPSC);

Worked with various social service agencies to assist low income and senior

customers; Allocated funds from a $600,000 Salvation Army fund which was

delegated for energy assistance for qualified people

Education

Central Michigan University - Mt Pleasant, MI 48859

May 1998

Masters of Science in General Administration & Management

. Concentration in Human Resource Management

Grand Valley State University - Allendale, MI 49401

December 1992

Bachelors of Science in Public Administration

. Concentration in Accounting and Economics

Technical Skills and Abilities

. Possess solid understanding and working knowledge of Windows (XP,

Vista,7)

. Basic understanding and hands-on experience with UNIX(Linux, AIX, HP)

commands

. Familiar with various Value Added Networks (VANs) such as Sterling

Commerce, IBM, Covisint, GXS, Harbinger, etc.

. Familiar with Microsoft Excel, Access, Office, PowerPoint, Lotus,

Lotus Notes, Outlook

. Worked with various ERP solutions including Oracle, SAP, PeopleSoft,

Symix/Syteline

. Superior call handling and negotiation skills

Personal Skills and Qualities

. Excellent written, oral, and interpersonal communication skills

. Highly dependable, punctual, and possess the ability to work with

minimal supervision

. Very flexible schedule and also willing to travel

. Able to multi-task and quickly grasp very technical concepts and

scenarios

. Strong ability to communicate effectively with diverse groups

Interests and Activities

. Volunteered for United Way organizations

. Volunteer annually in partnership with the Macomb County Ministerial

Alliance and the MCREST-(Macomb County Rotating Emergency Shelter

Team) program to house, feed, and transport homeless people

. Minority Business Education Center committee member

. Great Places To Work committee member at Chrysler Financial

Credentials and References available upon request

Contact this candidate