Customer Service Manager

John Page

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

Address: ***** ******* ***** **

City: Germantown

State: MD

Zip: 20874

Country: USA

Phone: 240-***-****

Skill Level: Management

Salary Range: 60

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

J. KENT PAGE

18108 Kitchen House Court a Germantown, Maryland 20874

240-***-**** a Email: *********@********.***

a CUSTOMER SERVICE AND CLIENT RELATIONSHIP PROFESSIONAL a

Energetic, accomplished customer service and relationship management professional with a 12 year record of achievement and demonstrated success enhancing client satisfaction while simultaneously enhancing system implementations and conversions.

Skillful in maximizing the impact of training programs to minimize variation through structured calibration and quality coaching skill development sessions, forming mutually beneficial partnerships, and creating comprehensive customer and community outreach initiatives. Accomplished change management professional who has led numerous systems conversions. Proven manager who mentors team members and provides critical leadership to the corporation and executive team. Demonstrated ability to learn and teach new concepts, easily adapt to change and manage multiple simultaneous tasks. Effective team builder and leader who understands the necessity to develop and train an effective staff.

CORE COMPETENCIES

a Implementation Methodology a Training and Mentoring a Live Meeting and Sharepoint

a Strategic Planning a Budgeting & Forecasting a Customer Relationships

a Customer Retention a Team Building a Microsoft Office

a SELECTED CAREER ACHIEVEMENTS a

a Coached and mentored banking professionals through numerous systems conversions.

a Honored recipient of several Platinum Awards for outstanding implementation coordination.

a Orchestrated the usage adoption on new sales system across 200 banking centers in 20 separate markets.

a Spearheaded mission-critical training initiatives to ensure successful project completion.

a PROFESSIONAL SUMMARY a

Instrumental member of implementation team for numerous systems conversions within various banking centers across large geographic areas. Liaised between banking center management and consumer leadership and executive teams. Conducted mentoring and training sessions to peers. Ensured completion of multi-week training curriculum through scheduled travel to remote banking centers. Championed the use of lead generation systems to enhance customer relationships and drive corporate revenue. Introduced and trained banking associates on new suite of business products and new sales processes. Ensured adherence to sales objectives. Recruited, hired, trained and coached banking center associates. Partnered with internal client groups promote banking products and boost brand recognition amongst the community. Constructed comprehensive sales objective obtainment strategies. Ensured customer service levels were achieved and surpassed. Developed staff schedules in accordance with forecast business volume. Supported team members across the country during system deployments. Continued development on understanding and using the Six Sigma process of DMAIC and DMADV Built trust, confidence and goodwill with customers. Enhanced client-perceived value by developing products and promotions focused on client needs. Set and ensured understanding of team direction. Translated complex issues into effective solutions. Maximized client satisfaction and the efficient use of resources

a EMPLOYMENT HISTORY a

BANK OF AMERICA, Germantown, Maryland a 1998 - 2012

A leading multinational financial services firm, the second largest bank holding company in the United States.

Change Consultant a VP (2008 a Present) (Interact/Cutomer Solutions/CA Transofrmation)

LaSalle Transition Coach a AVP (2007 a 2008)

Banking Center Manager a AVP (2005 a 2007)

Assistant Banking Center Manager (2003 a 2005)

Teller Coordinator (2002 a 2003)

MerlinTeller Rollout (2002)

Teller Coordinator (1999 a 2002)

Personal Banker (1998 a 1999)

Contact this candidate