Customer Service Manager
Resume:
Shawn P. Wiggins
PO Box ***
Pikeville, NC *****
abn0kz@r.postjobfree.com
Education:
Pitt Community College, Greenville, NC
A.A.S., Accounting/Business Management August 1994 – June 1998
Wayne Christian School, Goldsboro, NC
Graduated – May 26, 1994
Employment History:
Double O Radio
Charleston, SC
March 2010 – May 2012
Position: Senior Accountant – Corporate Office
Duties:
Manage daily /monthly reconciliation of bank accounts and credit card activities
Review monthly income/ expenses and prepare monthly financial statements
Strategize with markets on their collection activities to improve results
Provide training to new hire market business managers
Prepare and analyze monthly internal and external commission statements
Enter all monthly/ closing journal entries into the corporate accounting software
Work to develop better policies and procedures for market operations
Provide support regarding traffic supervision, system setup, and data entry
Assist with annual budget preparation
Monitor market monthly general and capital expenditures.
Cumulus Media
*Macon, GA
October 2005 – March 2010
*Myrtle Beach, SC
November 2002 – January 2006
Position: Business/Human Resources Manager
Duties:
Prepare market month end closing reports for the corporate office
Prepare monthly commission/bonus statements for all applicable staff
Post and reconcile daily market deposits
Manage all market collection/accounts receivable processes
Conduct weekly collection meetings with Managers and Account Executives
Serve as the market credit officer processing and approving all credit applications
Process and reconcile all market accounts payable
Prepare and monitor annual market budget and spending
Prepare forecast reports on market revenue, expenditures, and operating position
Ensure compliance with the Sarbanes-Oxley (SOX) Act of 2002 and corporate
guidelines
Ensure compliance on all policies and general accounting practices
Ensure that market is fully prepared for both internal and external annual audits
Act as the market EEO officer
Prepare employment offer letters, agreements, new hire packages
Ensure that all employment documents are properly completed and files
maintained
Assist managers with preparation of all performance and disciplinary evaluations
Complete all forms for termination, conduct and/or witness all termination
meetings
Conduct annual open enrollment meetings for all employee benefits
Act as the liaison between employees and benefit companies
Ensure that the market is compliant with all HIPAA (Health Insurance Portability
& Accountability Act of 1996) standards and policies
Prepare and review all payroll spreadsheet information and backup
First Union National Bank
*Florence/Columbia, SC
May 2001 – January 2002
Position: Assistant Vice President/Service Leader
*Myrtle Beach
April 2000 – November 2000 – Roving Teller Leader – Wilmington, New Bern, Myrtle
Beach, Florence, Charleston
November 2000 – May 2001 – Myrtle Beach
Position: Bank Officer/Teller Leader – Myrtle Beach
Ready Talent Teller Mentor – Wilmington, New Bern, Myrtle Beach, Florence,
Charleston
Duties:
Supervise Financial Center managers and staff
Assist Financial Center Managers with developing strategies to meet goals
Ensure that customer service is paramount by conducting observations, coaching,
and providing constructive feedback
Provide training, direction, and support for employees
Interview/hire potential candidates for employment
Prepare and deliver performance evaluations, items of disciplinary action and
terminations
Work with market partners to develop strategies to promote business
Monitor expenses, refunds, and non-credit losses and provide coaching to poor
performers
Conduct training classes for all financial center employees
Observe and coach managers performing coaching sessions with staff
Maintain an acceptable level of turnover
Conduct orientation and transaction labs for new hire tellers
Act as a resource for new hires during their training process,
Conduct product knowledge, service, and operational training to new hire
Conduct referral/sales training for new hire and veteran tellers,
Observe all new hires and release them from training
Conduct developmental training for all new and existing managers
Serve as a member of the Ready Talent Teller Mentor Advisory Board
Serve in the capacity of a Master Trainer for the educational division,
Conduct weekly conference calls with the regional team of my peers during the
absence of my supervisor.
First Union National Bank
Wilmington, NC
June 1999 – April 2000
Position: Teller /Teller Manager
Duties:
Supervise other tellers on the financial center teller line,
Maintain main bank vault and replenish cash weekly in the ATM machine
Order and distribute cash to other tellers
Review and edit time cards of financial center tellers
Act as sole custodian of commercial depository
Assist customers with banking transactions and account selections
Maintain and balance personal cash fund on a daily basis
Ensure that all teller line tasks are completed in a timely and accurate fashion,
Provide consistent quality customer service,
Serve as an area supervisor during the absence of my direct supervisor
Other Positions:
Izod
Myrtle Beach, SC
June 2003 – September 2005
Position: Part-time Floor Supervisor
American Specialties Office Products
Florence, SC
September 2002 – November 2002
Position: Accountant/Major Accounts – Custom Projects
Sears
Wilmington, NC
July 1999 – April 2000
Position: Part-time Sales Associate
**Further information available if needed on these positions**
Other Items of Interest:
*Dessert columnist for Macon Food & Culture – May 2009 – March 2010
*Served as a Notary Public for the State of Georgia - November 2006 – March 2010
*Served as a Notary Public for the State of South Carolina – March 2010 – Current
*Member of Society for Human Resource Management – November 2005 - Current
*Attended Wage and Hour Law Compliance seminar sponsored by Rockhurst University
Continuing Education Center – April 2005
*Attended HIPAA Privacy Rules seminar sponsored by the Employers Association of
South Carolina – October 2002
Contact this candidate