Manager Customer Service

Alex Q. Tran

************@*****.*** Home: ***-

*975

Cell:

***-****

Objective: Seeking position to use my knowledge and skills to benefit the company.

Experience: August 2003 – June 2009 Bank of America Pasadena, CA

Senior relationship client / Acting Team Manager

Play a key role in increasing revenue and prevent losses to company.

Handle escalated calls, assist customer with complaints, credit bureau

disputes, other customer service related issues.

Supervised a team of 15 representatives when manager is out.

Coach and develop associates to meet production: looking at matrix to find

possible ways for improvement.

May 1998 – April 2003 Los Angeles Times Los Angeles,

CA

Operations Lead

Supervised an outside office with a staff of 20 collectors.

Assisted manager with recruiting, training, and evaluating employees.

Created reports to monitor and develop departmental performance objectives.

Interacted with customers, circulation staff, and manager.

Assisted collectors with collection/problem solving techniques and provided

motivation to achieve office goals.

Handle employees disciplinary problem and attended to customer

complaints. General office and PC skills used on a daily basis.

Nov. 1993 – August 1998 Bank of America Northridge, CA

Personal Banker

Open and maintain new and existing premier accounts with exemplary

service. Provided services and new products to benefit the clients.

Reinforced guidelines, policies and procedures to current and new team.

Provide detailed account assistance in timely manner: Credit Card, Deposit

Operations, Consumer/Commercial account.

Maintained and documented deposit accounts in TSYS and Coin System.

Operate ATM and handle sensitive microfiche documents for record.

Education: December 1997 California State University Northridge Northridge, CA

B.S., Environmental Health

Skills: My skills are following:

Microsoft Word, Microsoft Excel, and Microsoft Outlook.

Window Vista, Ten Key, ICIS System, Coin, and Frontier Database.

Exceptional organization and multi-tasking skills, quick learner, and

excellent communication skills.

References: Available upon request.

Contact this candidate