Customer Service Manager

Qualification Summary

Enthusiastic and goal-oriented professional with significant years of

experience in military leadership, process improvement, and human resource

management industry. Possess the ability to build positive relationships

with clients, constituents, community leaders, and corporate professionals.

Results-driven and tenacious leader, adept at utilizing organizational

skills, self-motivation, and initiative to increase market share and

maximize bottom-line results. Outstanding oral and written communications

along with dedication to superior customer service. Demonstrated ability to

assume challenging roles, work under pressure to meet deadlines, and

produce strong sustainable results. Dynamic operations management career

with full collaborative and leadership responsibility in providing

strategic direction to company and product service lines.

< Possess strong presentation, negotiation, and communication skills,

with expertise in establishing top-producing relationship with

customers and business partners

< Aggressive and energetic self-starter; outstanding in working both

independently and collaboratively

< Consistent success in exceeding productivity and performance goals

Core Competencies

Technical Management Profit Improvement Program and Product

Management

Customer Needs Assessment Event Management Marketing Development

Programs

Process Improvement Problem Solving Skills Business and Consulting

Processes

Recruitment Training and Development Strategic Planning

Career Background

Citigroup ( Columbus, OH

Unit Manager Presort, Assistant Vice President Statement May 2009-Present

Processing

Efficiently organize work schedules and perform a wide-range of human

resources functions involving hiring, training, termination, salary

adjustments, and implementation of disciplinary action. Lead project

initiatives, improve, test, and document new products, processes, and

procedures. Comply with processing deadlines, enhancement and documentation

of new forms, processes, and systems.

Major Contributions:

. Oversaw multifaceted machine configuration and setup to support multiple

products and processes

. Coordinated with NPI, USPS, Canada Post, PSI, and Bowe Bell and Howell

. Evaluated performance and provided feedback to new and existing personnel

in procedural performance assistance and directed work in process to meet

business and quality standards

. Expanded and developed processes for work units supported as well as

checked testing and implementation of new business initiatives and

support with special projects

Unit Manager Insertion, Assistant Vice President Statement Nov 2007-May

Processing 2009

Led a team of individuals with complex job responsibilities and met strict

timelines under moderate pressure. Maintained effective communication with

Pitney Bowes on a daily basis, communicated and implemented project

initiatives, tested and maintained new products, procedures, and processes.

Effectively utilized knowledge of Pitney Bowes APS and series machine to

insert customer statement.

Major Contributions:

. Administered department budget, evaluated new and existing staff on

procedural performance, as well as ensured compliance with business and

quality standards

. Assessed equipment and staffing resources to determine potential business

impacts

. Played a key role in diversity events including Black History Month,

March of Dimes, Race for the Cure, and Light the Night

Huntington Banks ( Columbus, OH

Section Supervisor, Records and Statements Nov 2006-Nov

2007

Oversaw special request for changing statement cycles, types of statements,

and special statement cuts. Prepared monthly statement cycle calendar and

managed year-end processing of large volumes of statements and notices.

Administered ordering of merchandise from suppliers based on inventory

requirements. Provided superior customer service inside and outside of the

bank; managed processing of all new account signature cards and all legal

documents supporting signature cards.

Major Contributions:

. Checked information on the CIS system and submitted requests back to the

banking offices on the Pega system

. Assessed checks through DSS that have watch signature and fraud on the

account

Section Supervisor, Mail Services Mar 1996-Nov

2006

Supervised mail services at three different locations and coordinated daily

with FedEx, UPS, DHL, USPS, Pitney Bowes, Bell and Howell, PSI and Prestige

Courier services.

Major Contributions:

. Implemented high quality customer service, both inside and out of the

bank to meet company revenue goals

. Successfully met and surpassed timelines under moderate pressure

Military Background

Ohio Army National Guard

Public Affairs Representative Mar 1993-Mar

1999

. Authored articles in "Ohio National Guard Magazine"

. Represented the organization during school visits to lecture high school

students on what the National Guard has to offer; participated in public

events and presented the significant contributions of Ohio Army National

Guard to area residents

Education

Computers

TechSkills, Columbus, OH 2001-2002

Law Enforcement

Columbus State University, Columbus, OH1995-1996

Forest Rangery

Hocking Technical College, Nelsonville, OH: 1993-1994

Activities

. Light the Night, Race for the Cure, March of Dimes, Black History Month

Technical Skills

. PeopleSoft, Lotus Notes, Hogan, Spectra, Insite, DF Works and CIS systems

. Microsoft Office: Outlook, Excel, Word, PowerPoint

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