Customer Service Manager

Marlon Wardell Campbell

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

Baltimore, MD 21213

Mobile: 443-***-****

Email: abloyu@r.postjobfree.com

Objective

To obtain a professional career in management and business.

Education

1997.2001 Mergenthaler Vocational TechnicalHigh School

2500 Hillen Rd, Baltimore, Maryland21218

Diploma in business

2001-Present Coppin State University

2500 W North Ave, Baltimore, Maryland21216

Major in Management Science, minor in Computer Science

Employment

10/01-04/02 MCI World Com

Sales

I was responsible for sell MCI phone servicing plans that benefited

the customers.

Customer Service

I was responsible for handling any customer complaints regarding

the service or any other adjustments on the customer’s

account to give them the best quality service.

09/02 – Present Citi Group

Corporate Service Specialist III

Responsibilities:

Enrollment of Dealer Application (Setup)

I input a customer’s application into a database called Dealer

Administration. After I input these customers into the database I

have to pull a excel spreadsheet on all dealers that were input into

the database daily to make sure there are no errors on the

application and in the database. If the customer is missing specific

data, I have to retrieve the missing documentation by calling or

emailing the customer before the company could provide any

service to the customer. Also I have to send out a spreadsheet to

upper management for recording daily volume. Also I work on a

system called FDR which is for customer credit cards. I am

responsible for the activation of credit cards on the merchant level

such as Goodyear or Health credit cards.

Imaging/Scanning

I have to scan and capture a image of each customer application

into a system that's called ApplicationXtender. ApplicationXtender

is use as a visual system that allows each customer

service/specialist representative the ability to physically see the

application. It also helps the underwriter to make credit based

decisions.

Mail Distribution

I am responsible for the mail distribution of my whole entire team

and management. Also I forward mail correspondences to the

appropriate departments.

Terminating Customer Accounts

I am responsible for the cancellation of a customer whether it be by

the customers request or because of fraud or any other legal

litigation. Also when I cancel a customer account I honor the

agreement that was sign by the customer and the company which

each agreement can vary. I have to send out a daily report to

multiple groups to inform them to do their cancellation process in

the other systems in regard to the termination of the customer. I

also I have to create a monthly report to show how many

customers were terminated in a month so that I can send it to upper

management.

RCSA, Procedures, and Files for Audit

I am responsible for writing procedures for my own duties which

get approved by a procedural committee on a monthly basis. Also I

have to prepare samples of my work to my reporting manager for

auditing purposes. The RCSA is a sample of work that I have

complete on a monthly basis that's use to grade my

performance/evaluation. In order for me to receive performance

raise or bonus I have to pass with a 95% or better grade.

Attendance can also affect your grade. My manager select a range

of dates that I have to supply for review.

Skills/Abilities:

• Expert user of Microsoft Office

• Strong Leadership Skills

• Strong Organization Skills

• Quick Learner

• Great Communication Skills

• A excellent team player

• Strong computer base knowledge

Training: *Note All training is regulated by the Federal Government.

• Social Engineering

• Corporate Communication

• Service Members Civil Relief Act

• Fair Lending

• Fair Lending 2

• Anti Money Laundering

• Privacy Program

• Consumer Privacy

• Fair Business Lending

• Fraud Awareness

• Consumer Protection

Awards:

• Employee of the Month

• Customer Service Recognition

• Personal Effectiveness

• Professional Development

• Recognition Award for Secure Workplace (Company wide policy)

• Employee Recognition Award (World of Thanks)

• Star Player Award

Volunteer Activities

A member of FBLA (Future Business Leaders of America).

Contact this candidate