Customer Service Manager

kevin christie

**** ****** ** *** # ***

Toronto, ON

Telephone: 647-***-**** E-mail: ***************@*******.***

Summary of Qualifications

My work ethic, Proactive, Customer Service Oriented, High Level of Commitment, Desire to succeed, Motivated, Self-starter with the ability to excel in a fast pace, enthusiastic and committed to work that furthers the growth of the organization.

Exceptional conflict resolution, negotiation, and objection handling skills. Strengths and experience inbound and outbound calling, strong written and verbal communication skills .

Diplomatic, accountable and conflict resolution skills and problem solving skills.

Proactive, Excellent Customer Service skills oral, verbal and written skills.

Ability to work independently or with a team; strong ability to multi-task.

Proficient in Microsoft Word, Excel, Power Point, Internet, E-Mail, Word Perfect, Micro Soft Office Word, Windows 95 – Windows Vista, Outlook, AS 400, Data Entry system. Excellent keyboard skills (40 wpm minimum).

Skills: Computer/Technical Literacy, Analytical/Research Skills, Flexibility/Adaptability/Managing Multiple Priorities

Education

Seneca College, Markham, Ontario

Business administration – management

September, 2006

Centennial College, Toronto, Ontario

Social Worker

June, 2000

St. Elizabeth Catholic High School, Vaughan, Ontario

OSSD

June, 1995

Employment Experience

EASY FINANCIAL SERVICES January 2010 - Present

ASSISTANT BRANCH MANAGER / ACCOUNTING & FINANCE

(CREDIT / LOAN / COLLECTIONS)

Provide excellent customer service by quickly and professionally handling customer inquiries

Responsible for supporting the Branch Manager in ensuring the overall success of your location, assisting customers with the completion of credit applications, managing collection activities, handling customer inquiries, and hiring, training, and coaching new and existing team members

Growing the loan book by actively sourcing new clients through marketing, cold calls, new customers

Ability to maintain good judgment and make good decisions in stressful situations

Maximize revenues by administrating customer accounts and managing collection activities

Providing daily reports to Regional Managers (A/R reports, NSF reports, Collection reports)

Reviewing customers Credit Bureau, Employment, References, Bank statements and DTI before making a decision on approving customers personal loans

Counting cash daily from till, interact payments from debit machine

Keeping communication open with customers regarding there payments, employment and living arrangement.

Communicating with Regional Managers on a daily basis regarding, targets, account receivable new customers and existing customers

Epson Canada Communications September 2002 – December 2009

Technical support & Customer relation supervisor

Excellent communication and presentation skills.

Proactively plans and executes outbound sales over the phone.

Helping customer’s out of warranty with printers and keeping them as existing Epson customers.

Providing assistance to customer’s when upgrading there current Epson Model Printer

Ability to work independently as a part of a high level environment.

Cross-selling and up-selling products and accessories.

Updating customer’s accounts and referring them to their local service center.

Online technical support for existing and new customer’s.

Meeting targets with high call volume (Inbound and Outbound calls).

Training associates to technical excellence, soft skills and to ensure high standard of quality on each call resulting in customer satisfaction.

Resolving customer’s issues with printers, scanners, and film projectors and assisting them with their operating systems (Windows Vista, Windows XP, Windows 2000, Windows 98, and Windows 95).

Fidelity Investments July 1997 – August 2002

Client service representative & health insurance associate

Understands client needs and responds with a superior level of customer service

Partner with other internal business groups to resolve account concerns and inquires

Handling inbound and outbound inquiries from US customers of specific benefit coverage options, promote sales to existing clients and enhancing their understanding of benefit plans.

Responding to inquiries and concerns and resolve customer disputes to achieve a mutual satisfactory solution while complying with policies, practices and procedures and maintaining performance objectives.

Utilize Oracle database to troubleshoot and correct accounts and perform follow up on hundreds of issues for participants who need their account updated for benefit use.

Resolve associate research request and trigger customer notes for online viewing, in a high call volume environment.

Health plan and benefit coverage for customer’s that is eligible within their area (Vision, Dental Life Pension and Medical Benefits).

References

Available upon request

Contact this candidate