Customer Service Manager
Resume:
Terrance Allen
Email: ********@**************.***
Address:
City: Baton
State: LA
Zip: 70810
Country: USA
Phone: 225-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.
Educational Background:
High School Dipolma from LSU, Baton Rouge LA 1/2001 to 12/1989 (General Studies)
Job History / Details:
Summary
Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.
Experience
August 2006 to April 2012
Convergys Corporation Baton Rouge, LA
Customer Service Supervisor
Proposed changes in practices which led to changes in policy which increased revenue. Collaborated with the client and direct reports to develop and execute strategies which improved site performance. Consistently monitored team metric reports to identify potential problems that impair customer experience or company revenue. Coached and developed team members on their performance on a regular basis and delivered performance appraisals to the team members and direct reports. Coordinated and led events to boost and maintain team morale as well as overall site morale. Issued agent counseling when agent performance did not meet guidelines. Monitored attendance records and developed action plans to improve agent attendance. Reviewed and Approved agent time cards Recruited agents to become Team Leads. Trained and developed new Team leads . Administered Agent Client Bonus Reward program. Attended Employee Hearings with LA Labor Board.
February 2006 to September 2006
Amstar Mortagage Baton Rouge, LA
Loan Officer
Supervised all phases of marketing and networking for prospective mortgage customers. Originated Conforming and Non-Conforming Mortgages . Counseled clients so that lender requirements to fund loan would be met. Completed mortgage loans. Interacted with appraisers to obtain accurate property value data . Utilized mortgage software to maximize time management. Structured loans to comply with acceptable lending practices and Federal regulations. Cross-sell other bank products and services . Monitored document collection, verification, and preparation in order to ensure customer privacy.
August 2004 to February 2006
Ageis Lending Corporation Baton Rouge, LA
Loan Officer
Originated Conforming and Non-Conforming Mortgages Counseled clients so that lender requirements to fund loan would be met. Supervised all phases of loan process, collaborated with loan processor, underwriter, insurance agents and real estate appraiser in order to ensure prompt loan processing. Analyzed current financial position of applicant to determine the degree of risk involved in extending credit or lending money . Structured loans to comply with acceptable lending practices and Federal regulations. Cross-sell other bank products and services . . Utilized mortgage software to maximize time management.
April 2004 to August 2004
Convergys Corporation Baton Rouge, LA
Convergys Corporation
Resolved customers issues in regard to cell phones use and service. Educated customers with regard to cell phone use. Sold customers on new phones and new features and services on existing phones.
March 2003 to April 2004
First Choice Lending and Mortgage Baton Rouge, LA
Loan Officer
Originated Conforming and Non-Conforming Mortgages Counseled clients so that lender requirements to fund loan would be met. Reviewed loan applications to develop information concerning their loan needs, earnings, and financial condition. . Evaluated loan requests, analyzed financial data, and determined qualification of collateral and customer credit history. Structured loans to comply with acceptable lending practices and Federal regulations. Cross-sell other bank products and services .
January 1998 to November 2002
Success Rentals Baton Rouge, LA
Account Manager
Set up payment arrangements for past due accounts. Executed recovery procedures for high delinquency accounts. Increased revenue to the store, by adding new customers and new accounts to existing customer base. Managed store in absence of store manager. Controlled inventory. Responsible for end of day accounting.
Education
1998 LSU Baton Rouge, Louisiana
Bachelor of Science General Studies
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