Manager Customer Service

Sterling C. Brown

**** ******* ****, *********, ** 37211

615-***-**** ~ ********@*****.***

[pic]

Career Profile

Results-oriented Management professional with 10+ years of solid skill and

capacity to handle various functions associated with identifying and

meeting the revenue objectives of corporations. Detailed and dynamic

communicator and persuasive speaker, able to forge meaningful associations

with clients, colleagues to produce significant profits as a result. Talent

to identify the need for solutions to immediate problems and to encourage a

risk-free, positive atmosphere to meet those needs. Demonstrated talent

needed to direct and coordinate financial and budget activities to fund

operations, maximize investments, and increase efficiency.

Staff Development / Policy & Procedure Development / Client Relations /

Sales Management

Collections / Customer Service / Teambuilding & Leadership

[pic]

Professional Experience

PRIMUS / Ford Credit, Nashville, TN

Center Operations Manager (Account Services), 2001 - 2010

Directed the professional success of a 7-member supervisory team totaling

91 direct reports.

. Determined the credit worthiness and managed risk associated with

Rewrites, Substitution of Collateral, and Transfer of Equity

accounts exceeding $50K.

. Held accountable for following established guidelines when

approving Extensions, POM, Transport Letters, Customer Refunds, and

Payments to State Jurisdictions for Parking Violations/Toll

violations.

. Consistently mandated Global Audit and Control compliance from all

those responsible for following departmental operational procedures.

. Trusted to utilize accuracy and integrity when reconciling and

approving company checks for Nashville, Henderson and Colorado Springs

Business Centers.

PRIMUS / Ford Credit, Nashville, TN

Center Operations Manager (Collections Support Group), 1999 - 2001

Spearheaded and facilitated the departmental success of the Collection

Support Group which captures millions in revenue annually.

. Advised and mentored 75 collections agents and addressed personnel

issues such as performance management, employee relations,

compensation, and adherence to established collections standards.

. Advise agents on methods of locating and notifying customers of

delinquent accounts and advised customers of necessary actions and

strategies for debt repayment.

PRIMUS / Ford Credit, Nashville, TN

Human Resource Representative, 1997 - 1999

Planned, directed, and coordinated human resource management activities to

maximize the strategic use of human resources and maintain functions such

as employee compensation, recruitment, personnel policies, and regulatory

compliance.

. Performed difficult staffing duties, including dealing with

understaffing, refereeing disputes, firing employees, and

administering disciplinary procedures.

. Facilitated presentations for Employee Benefit enrollment

. Conducted policy and procedure training classes for the management

staff

Additional Experience

PRIMUS / Ford Credit, Nashville, TN

Unit Leader / Collections Supervisor

Premier Auto Sales

Finance Manager/Sales Manager

IRS, Nashville, TN

Taxpayer Service Representative

[pic]

Education

Tennessee State University, Nashville, TN

Business Administration

[pic]

Awards

Crystal Award, 1999

President's Award, 2001

JDRF Achievement Award, 2006

[pic]

Activities

Youth Basketball Coach

Inroads Program, Mentor

JDRF Team Captain, 11 years

Junior Achievement Job Shadow Program Liaison

National Trainer, IRS

Non-Profit Organization Southeast Impact, President

Job Fairs

United Way (Loaned Executive Program)

Personnel Development Committee (PDC) High Potential Project, Chair

Ford Credit College Degree Program Recruiter

Contact this candidate