Customer Service Management
Resume:
MICHELE R. MARTIN
**** ***** **, *********, ** 76063
Email: *********@*******.***
PROFESSIONAL PROFILE
A highly motivated MANAGEMENT professional offering comprehensive
experience in management, collections
and call center environments... Results oriented professional with over Ten
years Management experience along with 18 years Call Center and Customer
Service experience. Highly effective in fast paced environments.
Cooperative, contributing team leader. Quality aware and goal oriented.
Demonstrates a strong work ethic, high degree of commitment to company
objectives. Skilled in effective problem solving and conflict resolution
strategies. Excellent team builder; creates a positive work environment,
which motivates staff and encourages growth. Skilled at maximizing
productivity through strategic management, effective training and
assessment of individual capabilities... Highly analytical; able to
evaluate operations for overall effectiveness, identify areas of
improvement and implement process improvements.
Experience Encompasses the Following Key Areas:
( Operations Management ( Portfolio Management
( Staff Management ( Staff Interviewing Training/Hiring (
Performance Reviews ( Recruiting
( Facilitator/Conduct Meetings ( Human Resource Procedures
( Quality Assurance ( Benefits/LOA/MLOA (
Collections Operations ( Office Start-Ups
( Training Development ( Multiple Site Location
Management ( Presentations
( Various Reports ( Client Relations
( Quality Control
( Research & Analysis ( Strategic Planning
( Efficiency Enhancements
( Procedure Development ( Budget/Forecasting
( Regulations Compliance
CAREER HIGHLIGHTS
. Served as an integral team member in developing major changes
throughout the company including streamlining processes and
facilitating specialized management-training programs, which
increased productivity and decreased turnover rate.
. Instrumental in opening new locations in Huntersville, NC and
Jacksonville, FL, handling all facets of opening which entailed
hiring, training, staffing, procedures set-up and functioning as a
mentor.
. Served in a back up capacity, as a mentor, assisting and educating
new company staff with developing additional clients, maintaining
existing clients and various other roles.
. Developed and conducted numerous management training classes on all
of the effective components of becoming a manager.
. Gained extensive knowledge and hands-on experience functioning in
all facets of collections, operations management, call center
management and supervision.
. Developed a step-by-step training tool for managers, which is
currently being used.
. Proficient in a wide array of predictive dialer technologies,
network topologies and computers including Word, Excel, PowerPoint,
and Outlook.
. Progressively received increased responsibilities and promotions as
a result of an excellent performance track record.
PROFESSIONAL WORK HISTORY
DSS RESEARCH. (2008 -Present)
Call Center Manager-General Manager
Successfully manage the business outsourcing processes for a full
market research firm, complex clients in the delivery and support of
information technology outsourcing solutions. Manage a staff
consisting of 300-325 associates ensuring excellent customer service.
Efficiently handle financial operations of the budget, forecasting,
profit/loss statements, revenue and expenses. Communicate effectively
with other branch offices and customers to service and manage
portfolios. Perform in-depth research and analysis to maximize
results.
MICHELE R. MARTIN 2 682-***-****
. Responsible for overseeing daily operations of the call center and
customer service team ensuring compliance to company procedures,
customer satisfaction and achievement of organizational goals.
. Perform random quality performance checks and establish benchmarks
to measure and assess each staff member for productivity provide
feedback and develop training sessions in accordance to each
individual's needs, which significantly enhance efficiencies.
. Serve as the liaison between staff members, upper management and
the Human Resources department.
. Provide extensive coaching and developing staff sessions on an
individual and group basis, which assists with motivating staff and
developing a team of loyal associates.
AMERICREDIT FINANCIAL SERVICES, INC. (1996 - 2007)
Account Manager **Promotion (2000 - 2007)
Manage a 1.5 billion dollar portfolio in the 5-60 days, 61+ and Post
Charge-Off delinquency range in a predictive dialer and manual
collections environment. Manage a staff consisting of 20-50
associates ensuring excellent customer service and compliance to all
FDCPA laws.
. Managed a team that achieved the lowest turn-over throughout the
company resulting from development of
incentives and motivational strategies which encourage staff to
produce and meet objectives.
. Created various reports for submittal to senior management
including cost savings, analysis, and productivity.
. Instilled high expectations for achievement which resulted in
overall high performance and productivity.
. Accurately prepared monthly forecast of delinquency outcomes.
AMERICREDIT FINANCIAL SERVICES, INC
Account Supervisor **Promotion (1997- 2000)
Responsibilities included the coaching, training and development of
staff members to meet forecast performances and results in the 61+
areas of delinquency.
. Instrumental in the opening of the center.
. Responsible for planning and implementation of strategies designed
to improve effectiveness and efficiency.
. Act as liaison between call center and technical support teams and
financial risk operations group.
. Past management assignment include: Customer Service unit, Center
Trainer, Insurance, Profit and Loss unit, Mandatory unit (90-120
days), Repossession unit and Bankruptcy unit.
AMERICREDIT FINANCIAL SERVICES, INC
Account Representative (1996-1997)
Responsible for minimizing losses and charge offs.
. Assigned to the Skip Tracing unit handling accounts up to 180 days
delinquent.
. Utilized negotiation and skip tracing skills to effectively
minimize losses.
. Achieved monthly goals.
. Established rapport with vendors.
BANKONE FINANCE
Repossession Specialist (1995-1996)
Responsible for handling accounts in the central states.
. Established excellent rapport with repossession agents.
. Completed weekly report logs.
. Minimized losses and charge-off.
. Acted as a Liaison with the legal department.
NATIONSBANK FINANCE
Senior Customer Service Representative (1989-1995)
Responsible for specialized accounts 1-90 day's delinquent.
. Handled repossession of collateral, closing of CD, and setting sale
dates.
. Serviced secure and unsecured accounts.
. Serviced Commercial Corporate Account.
. Acted as a Liaison with the legal department.
. Promoted from Clerk to Collector I then to Collector II.
MICHELE R. MARTIN 3 682-***-****
EDUCATION
Bachelor of Arts in Business Administration
2008-2012
Ashford University Projected
Graduation
TRAINING/SEMINARS
Conducted and attended numerous seminars on product knowledge,
Customer Relations, Management,
Operations and Collections.
Stress Management
Time Management
Team Building
Assertiveness
Project Management
First-Time Management
Predictive Dialer
Conflict Management
Public Speaking and Presentations
AFFILIATIONS
( March of Dimes, Volunteer, Fund-raiser ( Susan G.
Coleman, Volunteer, Fund-raiser
( Breast Cancer Walk, Volunteer, Fund-raiser ( United Way,
Volunteer
( Big Brother/Big Sister Program, Volunteer
Contact this candidate