Customer Service Manager

Brian Eckley

**** ******** ******, *********, ** 18017

phone: 610-***-****

email: *****.******@***.***

PROFESSIONAL GOAL

A management position in Customer Service or the Collection Industry that merits a dedicated

professional with 13+ years of experience. A position demanding proven qualifications in both on

the spot troubleshooting and longer term systems analysis for improved implementation;

organizational skills that prioritize details according to ‘the big picture’; development, ongoing

management and expansion of client relations; and value-oriented, time and cost efficient

supervision of company personnel.

PROFESSIONAL EXPERIENCE

RMS (prior to 2001, a subsidiary of Dun & Bradstreet) Bethlehem, PA 1995-2009

Operations Manager (2001-2009)

Fluently adept at both “First Party” and “Third Party” collections, from standardized

customer service to more interpretative negotiations of dispute reconciliation.

Supervise and coordinate the performance of 20+ associates, including interviewing

applicants and training new hires, as well as processing staff feedback and reviews.

Single-handedly manage RMS’s relationship with its largest Financial Services client.

Analyze daily performance data to forecast production benchmarks, then refine and

implement operational strategies to achieve the same.

Responsible for client reporting, PC issues and updates, system sign-ons, and

responding to external audits by clients. Received a “Low Risk” rating on all audits.

Always beat or meet deadlines on client deliverables in the very fast-paced and

competitive Collection Industry environment.

Consistently maintain and deliver the problem-free operation of all outbound dialer and

inbound calls for one of RMS’s biggest clients, United Parcel Service (UPS).

Chosen by senior staff to travel to RMS’s Hong Kong office to train associates on UPS

procedures and systems.

Supervisor (1998-2001)

Interviewed, hired, trained, and supervised associates performing outbound and inbound

collection telephone call services.

Relocated to East Hartford, CT for two years to manage office of 15 employees with no

other on-site management. Organized and implemented office startup, including staffing,

training, and technical systems set-up.

Team Leader (1997)

Conducted external applicant interviews for clients in varying industries.

Handled service calls demanding a supervisor’s attention, performed file reviews, and did

side-by-side training with team.

Application Specialist/ Sr. Application Specialist (1995-1996)

Performed collection calls and assisted other associates.

Provided intra-office tech support on computer issues and questions.

Traveled to Naperville, IL office to train associates on UPS service applications.

EDUCATION

Bachelor of Science, Psychology; Penn State University, University Park, PA (1994).

SPECIAL SKILLS AND ABILITIES

Quickly learn new computer applications, and have strong general PC skills. I am proficient with

Windows XP and Microsoft Office 2003 (Outlook, Excel, Word, Powerpoint, Access). I am also

familiar with credit reports and skip tracing.

Contact this candidate