Customer Service Manager

Charles Ellsworth Jackson, III

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

Pikesville, Maryland, 21208

Home Number 410-***-****

Other Contact Number 410-***-****

Mission Statement:

Utilize my proven skills in management, customer service, interpersonal and

collection skills in order to facilitate increased monetary recovery for a municipality

or business organization. Being placed in a position where my abilities can be

maximized to their fullest potential will allow any municipality or business

organization to move forward, and increase customer satisfaction within their client

base.

Work History

November 2008- Present

Baltimore City/Department of Finance

Assistant Parking Fines Collection Supervisor/Collection Supervisor I

(Please refer to previous job description for complete details)

December 2007-November 2008

Baltimore City/ Department of Finance

Acting Parking Fines Supervisor

Plan, organize direct and supervise the work of entire staff. Answer staff

problems/questions they encounter when dealing with customers via mail, telephones,

e/mails and in the office. Personally intervene when staff is unable to resolve

problems with citizens. Problem solving may involve calling and or meeting with the

Motor Vehicle Administration, other City agencies, District Court, Baltimore Police

Department and other law enforcement agencies and ACS (Affiliated Computer

Services State & Local) regarding red light camera citations.

Respond to all Parking Fines correspondence including those directed from the

Mayor, Governor, State Senator and City Council offices.

Review refund and payment transfer requests. Interact with Collections Accounting

Department and their personnel to discuss and advise what actions should be taken.

Responsible for the collection enforcement procedures for Parking citations and Red

light camera violations. Ensure compliance with the established policies and

procedures. The collection enforcement procedures includes withholding of

registration renewals at the Motor Vehicle Administration until outstanding citations

have been satisfied through payment or adjudicated as well as

immobilization/impoundment of vehicles seized under scoff law regulations.

Exercise administrative authority to modify/adjust charges and penalties where

applicable. Coordinate and control declination of Parking citations based on the

recommendations made by the Department of Transportation and other ticket writing

agencies and final review by the State’s Attorney’s office.

Assist in the development of system enhancements to the Parking Fines systems.

Assist in development of policies and procedures relative to the operation of those

system implementations.

Responsible for control and supply of Parking citations, which includes assisting in

the design of the citations, ordering replacement stock, distributing groups of citations

to the various ticket writing agencies. Entering disbursement groups of citations into

the audit file.

Act as liaison between the law office of Linebarger, Goggin, Simpson & Blair in

order to ensure compliance with the terms of their contractual agreement entered into

by the city regarding collection of outstanding parking citations.

Work with the law office to development of new policies and procedures in order to

increase revenue recovered by the city.

Review and approve all payment plan agreements negotiated and entered into by the

law office with citizens.

Administrator of the State of Maryland for MILES Service (Maryland Interstate Law

Enforcement System) for the City of Baltimore Collection Division.

Responsible for monthly reporting to Collection Stat. Providing monthly statistics on

monies collected by the city during the reporting period for Parking and Red light

camera citations, total number of citations keyed by the Data entry Team, citations

issued by Parking Control via handheld units, the number of Parking and Red light

camera citations keyed to trial status and their verdicts and other information relative

to the Parking Fines area.

October 2005- December 2007

Baltimore City/ Department of Finance

Assistant Parking Fines Collection Supervisor/Collection Supervisor I

Assist department manager with the supervisor of entire work staff.

Assign work projects to employees as required.

Assist with development of policies and procedures governing implementation of new

hardware utilized by the Parking Fines unit.

Control daily operations regarding work flow to staff to ensure adequate coverage for

all projects assigned to the Parking Fines unit.

Coordinate and counsel office staff in matters relevant to effective job performance,

personal difficulties and attendance. Maintain records of employee’s attendance,

leave time and updating Enterprise system.

Administer verbal and written disciplinary actions as required.

Calculate employee overtime and time usage and enter into the Enterprise System.

Complete the payroll close process.

Provide timely responses to citizen inquiries send via e/mail to Baltimore City

Collections.

Interact with several local and state agencies in order to resolve citizen concerns.

January 2003- September 2005

JK Harris Financial Recovery System

Training Manager/Team Leader

Primary responsibilities include training existing and new Credit Counselors

regarding policy and procedures of the business and the organization. Training also

includes computer systems and desktop/ work flow management.

Manage a team of Credit Counselors, evaluating their work performance regarding,

credit and debt analysis and their implementation of debt resolution plans for clients.

Resolve client emergency issues such as: Sheriff Sales, Mortgage Foreclosures,

pending or existing law suits, judgments and Civil Warrants.

1998-2003

PHH Arval

Claims Negotiator/Account Manager

Review and analyze new commercial automobile losses for high profile corporate

clients in order to determine subrogation potential.

Negotiate settlement of claims with insurance carriers, applying the laws/rules

governing auto physical damage and negligence in the loss jurisdiction.

1993-1998

United States Fidelity and Guaranty Company

Senior Subrogation Specialist

Provide analysis of new Personal Lines automobile, PIP, Product Liability and

Fidelity & Surety claims to include theory of liability, liability and negligence

exposure, recovery potential and action plan. Effect recovery of subrogation claims.

1991-1993

Bally’s Health & Fitness

Collection Supervisor

Successfully manage operations and work flow processes of (7) Collection

Representatives, each charged with affecting the recovery of over $500K in

delinquent health contracts. Develop performance standards. Perform monthly and

annual employee evaluations and reviews. Provide statistical reporting to senior

management.

1989-1991

Banking Services Financial Group

Asset Manager/Mortgage Recovery Agent

Facilitate the recovery of (250+) seriously delinquent Residential and Commercial

loans. Successfully liquidation of theses loans and proceeds from asset sales & loan

workouts utilized to repay depositors of Old Court Saving and Loan, Calvert and

Ridgeway Savings and Loan.

Education

Graduate

Strayer Business College

Licenses & Certificates

Cendent Leadership Training Seminar-2003

Cendent Management Training Seminar-1998

Arbitration Forums Incorporated Panelist-1998

INS 23 Exam Passed-1998

INS 21 Exam Passed-1996

Toastmasters-1996, 1997

Professional Debt Collectors Association Member-Admitted 1987

Computer Systems

Dell, Apple, McIntosh

Software

All Microsoft applications, Lotus Notes, Netscape Navigator, Accel, Correspondence

Tracking System, Citi Trak, Merkel Image Viewer

Salary

Negotiable

REFERENCES AVAILABLE UPON REQUEST

Charles E. Jackson, III

728 Milford Mill Road

Pikesville, MD. 21208

Dear Sir/Madame:

Recently I have been researching the leading companies in the areas of Goverment,

Customer Service, Insurance Subrogation, Mortgage Banking, Collections and Debt

Counseling. My search has been made for companies that are respected in their fields

provide on-going training and who offer upward mobility for their employees.

Serveral service oriented organizations consistantly rank highly on my list.

Most recently, I chose to include to my background the area of Revenue Collections.

In the pursuit of advancing my knowledge in business I felt as though this would be a

great asset. It has proven to be just that. I have gained a greater understanding of the

importance of credit and debt management, leading to an increased knowledge of

how this plays an important role on how individuals manage their finances and

futures.

My vastly diversified skills and abilities also include knowledge in the areas City

Service Management, Customer Service Insurance Subrogation, Asset Management,

Debt Collection and Banking. All of which have all lead me to this point.

If you have a current opening for someone with experience in these areas, you will

see that my resume demonstrates a person of unusual dedication, efficiency and drive.

As you can see my experience includes employee management, working in team

environments, training and development, as well as successful self management on an

individual level. All of which involved setting and achieving personal and company

goals and objectives.

I have herewith a copy of my resume for your perusal, and look forward to your

examining any of the ways you feel my background would benefit your company.

You may feel free to contact me at any time by calling 410-***-**** or (410) 653-

9569 and leaving a voice mail message at either mailbox. I will promptly return your

call.

I look forward to your call.

Yours Truly,

Charles E. Jackson, III

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