Customer Service Manager

Virginia L James

Email: ********@************.***

Address:

City: Danbury

State: CT

Zip: 06810

Country: USA

Phone: 203-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Excellent communicator with 6 years experience working in a demanding call center environment as a Customer Service Representative.

Educational Background:

High School Dipolma from Endicott College, Beverly MA 1/2001 to 5/1984 (Retail)

High School Dipolma from, Beverly MA 1/2001 to 9/2012

Job History / Details:

Career Overview

Excellent communicator with 6 years experience working in a demanding call center environment as a Customer Service Representative.

Core Strengths

Excellent communication skills

Listening skills

Seasoned in conflict resolution

Energetic work attitude

Fast learner

Sharp problem solver

Courteous demeanor

Accomplishments

Conflict Resolution

Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Customer Relations

Earned highest marks for customer satisfaction, company-wide.

Work Experience

May 2008 to September 2010

Charter Communications Newtown, CT

Customer Relations Management Representative

Responsibilities included Telemarketing Sales 80 to 100 outgoing calls per day to current customers to upgrade and sell commercial cable services consisting of Cable Television, High Speed Internet and Telephone.

Provide excellent customer service by helping with repair issues, payment issues.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

October 2007 to April 2008

Nicholas Financial Garner, NC

Collector

Responsibilities included calling 1-to-30 and 30 plus day accounts average 75 accounts in total, collecting, field calling and making payment arrangements with customers; Responsible for completing account promises, returned mail and repossession reports; requesting authorization for repossession and outside field calls when necessary.

Working closely with outside vendors who handled the repossessing and transport of vehicles and our special operation recovery department; Other office duties included mailing past due notices and titles, processing payments, balancing and preparing bank deposits, answering phones and assisting other team members in all day to day operations of the office.

10/ 2006 to 5/ 2007

Dress Barn NC

Assistant Manager

Supervise & Manage retail clothing store.

Help train and work closely with employees and manager.

Responsibilities include opening and closing store; Balance cash drawer before opening and closing; Assist manager in monthly reviews of sales associates, report daily sales of merchandise, charge accounts, and daily contest results to DSM.

Setting up and designing Merchandise displays, maintain inventory, input and receive shipments, handle all transfer-ins and transfer- outs store to store; Help motivate employees to increase sales volume of merchandise and charge accounts; Maintain cleanliness and safety throughout store; Provide excellent customer service to our patrons, selling and handling any irate issues with return of merchandise, billing problems layaway accounts; Process monetary transactions at register, cash check & charge payments; Responsible for documenting and calculating Last Year sales & Plan figures to determine Actual increase or decrease in sales.

5/2001 to 1/2006

Charter Communication Newtown, CT

Broadband Escalation Specialist

Assist, Monitor, Supervise and help train Customer Care Representatives; Handle all aspects of irate customer issues and concerns over the phone and in person; Assist other team members in the completion of Corporate & Advocacy Escalation forms, which range in customer compliments; complaints; billing; installation; service work orders and trouble shooting requests; Achieve proficiency in providing customer support for service complaints with in required time frame.

Experienced in opening and closing of local payment center, direct customer contact; Balancing cash drawers, monetary transactions and normal daily office procedures, inventory, stock and ordering needed supplies.

12/1998 to 12/2000

Auto Finance of America Danbury, CT

Sr. Loan Officer

Extensive customer service and phone sales for auto financing and refinance.

Taking applications, light processing, calculating payoffs and closing sale; Pulling and reviewing credit bureau reports and loan documents before sending to lender.

Mild solicitation and collection calls; Resolve motor vehicle and loan document errors.

9/1997 to 12/1998

Beneficial Finance Danbury, CT

Account Executive

Extensive Customer service, phone sales, mild collections, solicitation; Processing, underwriting and closing of personal, home equity and small second mortgage loans; Processing of loan payments, payoffs and balancing of cash drawers; Prepared daily cash reports, balancing and reviewing for manager's approval; Supervising and managing office in manager's absence.

1/1995 to 9/1997

Nutmeg Federal Savings and Loan Danbury, CT

Loan Servicing Supervisor

Supervised and trained five employees in every day loan servicing tasks; Maintained and paid all real estate escrow taxes, homeowner, mortgage life and flood insurance for approximately 4000 escrow accounts; Managed and produced annual escrow analysis; Setup of new mortgage loans, processing payments, loan and investor maintenance, loan payoffs and releases.

Educational Background

Endicott College Beverly, MA

Associate Degree Retail,

Excellence in Customer Service; Broadband Cable Overview; Understanding Broadband Technology; Principals of Banking.

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