Maylor (Mel) Garbutt

Email: abpg2a@r.postjobfree.com

Address:

City: Greensboro

State: NC

Zip: 27405

Country: USA

Phone: 336-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-focused management professional, offering 30 plus years of progressive leadership experience in a fast-paced customer service and call center environments. Personable and professional under pressure. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success. Also with expertise in delivering support services and resolving customer complaints.

Educational Background:

High School Dipolma from Salem College, Carneys Point NJ 1/2001 to 5/1981 (Criminal Justice)

Job History / Details:

Professional Overview

Results-focused management professional, offering 30 plus years of progressive leadership experience in a fast-paced customer service and call center environments. Personable and professional under pressure. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success. Also with expertise in delivering support services and resolving customer complaints.

Core Qualifications

Complex problem solving

Service Quality Improvement

Excellent work ethic, professional and effective interpersonal skills

Consistently meet goals

Sales Team of the Month Award

Proficient in Microsoft office

Professional Experience

October 2007 to Current

Bank of America Greensboro, North Carolina

Customer Service Sales Manager

Managed a team of (15-24) associates.Directed strategic initiatives to achieve sales goal. Increased profits by developing, initiating, and managing sales program.Initiated program that standardized employee training and led to increase in customer satisfaction by 12 percentage .Exceeded targeted sales goals by 25 percentage . Team ranked in the top 5 percentage in sales. Collaborated with colleagues to exchange selling strategies to increase revenue for the site. Served as mentor to junior team members of professionals.Handled e between 10 to 20 customers escalations on a daily basis, with a resolution rate of 90 percentage same day. Preparing performance reviews for sales associates, also monthly one on one reviews and team meetings.

March 2006 to October 2007

Bank of America Greensboro, North Carolina

Quality Analyst

Ensured associates were in compliance with financial guidelines for servicing customers. Documented, filed and maintained proper records and quality assurance documents. Coached internal associates and reviewed their quality within a one on one coaching setting. Recommended corrective actions to minimize errors pertaining to financial information.Work on project as assigned by upper management.

May 2005 to March 2006

Bank of America Greensboro, North Carolina

Customer Service Payment Special

Professionally setup pay plans for customers and or business partners. Reversed and reapplied payments for the area.Communicated to the customers if additional information was needed. Maintain and ensure all documents were work according to the SLA guidelines. Also work the fleet project for conversion for old to new setups. Work other payment projects as assigned by upper management to ensure a process was executed properly.

August 2003 to April 2005

Bank of America Greensboro, North Carolina

Customer Service Associate

Answered questions regarding customers account, while maintaining knowledge of current sales.Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Showed ability to seek solutions for customers in a fast-paced environment. I was able show dignity and respect to our distressed customer situation.Maintain my service level goals and exceeded the customer expectations.

Education

1981 Salem College Carney's Points, New Jersey

Associate of Arts Criminal Justice

Affiliations

Member of the Sjogrens Foundations

Susan Komen for the cure Group leader for March 2003

Unity Team Group leader for a nonprofit organization-Fresh Harvest ministries

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