Customer Service Management

Erin E. Spiewak

*** ****** *** ********, ** *****

Phone 732-***-**** Email ******@*****.***

Manager/Team Leader/Supervisor

Call Center / Collections / Operations

Strong and decisive leader with excellent analytical, team building, and planning abilities in a high volume, high pressure call

center. Maintain uncompromising focus on high quality standards and bottom line profit by surpassing metrics versus goal,

holding staff accountable, and both developing and implementing plans to exceed expectations. A pro-active leader with the

skills to leverage team input for both motivation and for improved results. Excellent qualifications across a diverse set of

functions:

• •

Leadership and Team Building Training, Coaching, and Mentoring

• •

Full Profit and Loss Responsibility Performance Management and Appraisal

• •

Written and Oral Communications Internal and External Customer Relations

• •

Project Management & Process Improvement Workflow Prioritization

CAREER PROGRESSION

CHRYSLER FINANCIAL, Chalfont PA 2004 - Present

Chrysler Financial, a nationally recognized provider of automotive product financing, offers a broad range of financial services

including wholesale finance plans, dealer finance plans, dealer services, retail consumer finance plans, lease programs and

insurance programs.

Team Leader (2007 – Present)

• Led teams of up to 15 staff members with responsibility for 2,000 outgoing collection calls a day

• Recognized by management for taking responsibility for the lowest producing team and within 30 days moving 90% of

staff to over 100% of goal, becoming the top team

• Analyzes company provided metrics at various levels of detail, develops individual performance plans to ensure that

individual results tier up to great than 100% goal accomplishment

• Chosen by management to train and mentor peers to utilize the same analysis and coaching techniques and to achieve

similar results

• Lead and empowered employees through coaching, provided mock interviews to encourage application for management

positions, resulting in team personnel promotions.

• Performed Training Needs Analysis to identify deficiencies, trends, and opportunities for improvement; recommended/

implemented solutions to increase the effectiveness and efficiency of the department

Repossession Coordinator (2006 - 2007)

• Liaison between Chrysler Financial representatives and Manheim Auto Auction

• Mitigate loss by maximizing auction profits

• Reinstate loans to consumers who qualify and meet the reapplication requirements

• Verification of insurance policies to meet company policy for repossession companies in Philadelphia and

Washington territories.

Customer Service Representative (2004 - 2005)

High Risk Collections (2005)

Low Risk Collections (2004)

• Handled day to day customer service responsibilities in high risk collections organization. Responsible for account

resolution, decision making, problem resolution, and customer contact and retention

• Consistently rated number 1 in the call center for the number of weekly satisfied accounts

• Received numerous Excellence Awards during tenure for productivity

• Rapidly promoted from Low Risk Collections to High Risk Collections

Selected Accomplishments:

• Achieved top production awards by maintaining high degree account penetration and close account supervision

Communicated frequently with new and existing customers to build goodwill and generate repeat sales

• Improved employee morale and location’s overall performance by forming a “Work - Life Balance” committee

• Ran pilot program and implemented new strategy for account handling process

• Active part of the hiring and interviewing committee. Travel to area career fairs to recruit new employees

• Represented Chrysler Financial in several court hearings by being a witness, giving deposition, or assisting outside

attorneys with our case

EDUCATION

• Saint Joseph’s University (August 2000 – May 2004)

• BA in Marketing

Dean’s List

Student Senator

Head Resident Assistant

Voted one of fifty most prominent women on campus

TECHINCAL PROFILE & SPECIAL SKILLS

• Certified Trainer in New Hire Collections Training, Giving and Receiving Effective Feedback, Appraisal Feedback,

Appraising Performance.

• Proficient Windows 98/200/XP Operating Systems; Microsoft Word, Excel, PowerPoint; FAW (Financial Access

Workbench); CASS, CARS, LeMans; Lotus Notes; Internet Explorer applications.

• Phone Systems: Mosiax Dialer System, ETalk Superview, Aspect Phone System

REFERNCES

Available upon requests

Contact this candidate