Customer Service Manager

Deborah J Mendez

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

Address:

City: Concord

State: NC

Zip: 28027

Country: USA

Phone: 276-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Highly enthusiastic customer service representative with 4 years client interface experience.

Educational Background:

High School Dipolma from Garden, Oakwood VA 1/2001 to 6/1972 (General)

Job History / Details:

Career Overview

Highly enthusiastic customer service representative with 4 years client interface experience.

Core Strengths

Telephone inquiries

Multi-line phone usage

Adaptability

Conflict resolution

Strong organizational skills

Creative problem solver

Excellent communication skills

Courteous demeanor

First Aid

CPR Certification

OSHA BloodBborne Pathogen 1-2

Medication Aids

Driver Safety

Case Management 1-5

Accomplishments

Conflict Resolution

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

Customer Follow-up

Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Work Experience

November 2011 to Current

Home Instead Senior Care Charlotte, Nc

Residential Technician

Provide care and assistance for Senior Citizens.

Supervise and assist clients in residential living activities.

Transport clients to medical and dental appointments.

Maintain medical logs for each client.

Document clients ISP progress.

September 2009 to October 2011

Cumberland Mountain Community Service Cedar Bluff, Va

Residential Support Technician

Responsible for the implementation of an individual service plan for residential support appropriate for each individual consumer.

Serve as a member of the consumer's planning team, working closely with the case manager and any other suitable professional that may be needed.

Responsible for keeping accurate and confidential records on the time spent on direct consumer service, progress made, and documentation of any usual circumstances that may arise.

Promote community awareness of Mental Health and Intellectually disability Services.

January 2005 to June 2009

DJ's Learning Center Belleville, Mi

Owner and Manager

Provide early childhood education while focusing on child wellness and safety.

Training staff to meet state requirements and parents expectations while having a positive influence on the children.

Developed business plan to generate revenue in less than 12 months.

Implement a learning program for the development of children.

2003 to 2005

LandAmerica Financial Group Farmington Hills, Michigan

Office Manager

Supervise daily activities while working with Senior Management to ensure corporate strategies are exceeded.

Increased profitability 80 percentage by exceeding department quota every month for 16 months straight.

Created various production and financial reports for Senior Management to review profitability of the Michigan office.

Developed training manual to allow both offices to coincide with each other.

January 1999 to January 2003

CitiGroup/ABN Amro Mortgage Group Ann Arbor, Mi

Customer Service Manager

Managed staff activity to include training, employee evaluations, new hires and mentoring staff to achieve high morality.

Customer Service regions provided hold times under 30 seconds and 75 percentage less dropped calls.

Cross trained senior customer service reps to provide support in other areas of the company.

Responsible for writing and maintaining all updates to the Customer Service Manual.

January 1997 to January 1999

CitiGroup/ABN Amro Mortgage Group Ann Arbor, Mi

Operations Team Leader

Created new job positions to allow files to seamlessly flow from loan officer to processing with 100 percentage accuracy.

Managed three departments consisting of title review, stream line refinance, file review clerk.

Reduced turn tine from 14 business days to 24 hours.

Monitored all staff time sheets, vacations and employee performance.

January 1996 to January 1997

CitiGroup/ABN Amro Mortgage Group Ann Arbor, Mi

Closing Team Leader

Developed 3 new departments to handle mortgage loans after closing process which increased efficiency 98 percentage .

Created new closing system allowing loan closings to increase from 4 files to 20 a day.

Within 2 months hired 6 new staff members and had them fully trained.

Set up new process to disburse closing checks to numerous vendors.

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