Customer Service Manager

DENETTE SCARLATA

Rancho Santa Margarita, CA ***** . 949-***-**** . *********@*****.***

Key experiences & competencies include:

. Exceptional attention to detail

. Ability to prioritize and multi-task

. Excellent communication skills

. Experience in gaining new skills quickly

. Ability to work in a fast paced environment

. Proficient in Word, Excel and Outlook

EXPERIENCE

Draper's and Damon's, Irvine CA

2008-2010

Departmental Assistant (Contract Position)

Responsible for providing daily support for the operation of the

department. Assist in special departmental projects as needed. Create and

organize reports needed to efficiently run the department and analyze

sales. Responsible for distributing required reports and accurately

entering required information into computer system. Frequently used pivot

tables.

. Extensive use of Excel, Word and Outlook. Created complex spreadsheets in

Excel that helped department to meet goals.

. Developed and maintained strong working relationships with all

departments and assisted other

departments when needed.

Washington Mutual, Irvine CA 2002-

2008

Senior Coordinator/Validator

Acted as primary customer contact for assigned accounts. Answered customer

questions by phone and email. Advised of specific documentation

requirements and entered revised information into system. Responsible for

prioritizing work assignments and meeting service guarantees. Audited files

for accuracy and completed audit spreadsheets using Excel. Assisted in

training new Senior Coordinators. Acted as team lead when manager was

unavailable or out of the office.

. Recognized for providing outstanding customer service to both internal

and external customers.

. Supported top producing account manager at Washington Mutual.

. Exceeded quality and productivity standards.

. Provided training and guidance to offshore partners in processing and

validation procedures to improve customer service.

. Protected assets of bank by reviewing files for fraudulent documents and

completing advanced training on fraud detection.

. Granted Risk Lending Authority of $2 million after completing advanced

training and passing required examination.

First nationwide, Brea, CA

1998-2002

File Manager (2002)

Worked with team members to make sure customer questions

were answered and issues were resolved. Explained required documentation

and procedures to assigned customers. Reviewed and signed off conditions,

verified pricing and completed verbal VOE. Ordered required documentation.

Administrative Assistant (1998 - 2002)

Assisted Vice President with special projects and reports. Was responsible

for answering phones, responding to emails, filing and managing calendar.

Also, coordinated meetings, made travel arrangements, and generated

correspondence. Used Word and Excel extensively. Responsible for

receptionist duties when receptionist not available.

. Ensured that policies and procedures were followed in accordance with

audit guidelines.

. As a file manager, was assigned to work with several account managers

at one time and was able to successfully balance each account

managers' priorities.

CUC Travel, Nashville, TN 1995-1997

Travel Agent/Quality Control Specialist

Assisted customers with making travel reservations. Responsible for making

sure all required assignments were completed daily. Assisted in training

new associates. Audited travel agent's bookings and made changes as

required. Provided feedback to travel agents and management regarding

errors found during audit process.

. Promoted to team lead and was responsible for successfully operating

quality control department when management was not in the office.

. Provided great customer service to customers by correcting travel

agent's mistakes quickly and accurately while minimizing travel

disruptions.

EDUCATION

Bachelor of Business Administration, Marketing Major

Middle Tennessee State University, Murfreesboro. TN

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