Manager Customer Service

Richard Harkness

***** * ********* *****, *****, UT 84070 Home 801-***-**** Cell 801-***-****

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Career Summary:

Five years operations experience coaching and supporting Team Supervisors in a Service Center/Operations

environment while maintaining top performance and achieving superior results. Maintained, supervised, and

ensured client service levels and budgets were met on a consistent basis. The ability to make decisions, problem

solve, prioritize assignments and direct the workforce in an ever-changing, environment.

Skills

• Budgets Finacial Reporting Contract Negotiation

• Start-Up Operations Credit Underwriting Multi Locations

• Bilingual Spanish Supervision & Training Driving Revenue

Professional Experience

Utah Board of Regents Current

Representative I

• Counseling borrowers via inbound and outbound phone calls

• Performing account updates.

• Skip tracing, and collection activities..

JCPenney 2011 –2012

Sr. Operations Manager Call Center

• Oversaw operations of 3 team leads/ and 36 associates which encompassed three departments Benefits,

Payroll, and HR

• Set up the 80/20 call center metrics where 80% of calls were answered in 20 seconds or less. The result

decreased abandoned calls from 10.45% to 2.34%

• Assisted in developing, maintaining, and testing of the Contact Center’s continuity plan

• Responsible for selecting, developing, and managing performance of professional and non-exempt direct

reports; provided prompt and objective coaching and counseling; and coordinated, planning, and

assigning work for staff in accordance with the organization's policies and applicable legal requirements

England Logistics 2010-2010

Account Manager II

• Named top Account Manager for the month of August with a gross margin of $123,000

• Promoted to an Account Manager II after working at England Logistics for one month

• Brought in 7 new accounts in a week period each account averaged 5 loads per week.

OptumHealth Bank 2008-2009

Sr. Operations Manager

• Hired, trained, developed, and managed the performance of fifteen non-exempt direct reports; providing

prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff

in accordance with the organization's policies and applicable legal requirements.

• Prepared department budgets and hiring requirements to ensure staffing levels were adequate to meet

productivity coverage and salary cost requirements

• Created training program for call center associates to identify the needs of the customer and assist in

resolving issues. Due to training program Optum Health bank received the highest satisfaction score from

its customers in the 5 years of existence

Franklin Templeton Bank & Trust 2006-2008

Sr. Operations/Collection Manager

• Developed and maintained the testing of the Bank’s continuity plan.

• Managed a team that resolved and collected outstanding debits on all loan types. Loan delinquency was

2.3% lower than the industrial average

• Managed third party vender relationships for the following departments Collections, Fraud, Customer

Service, and Credit

• Assisted in building effective control measures to improve the receivables on the credit and collections

portfolios

• Chaired the Loan Loss Committee

Key Bank 2005-2006

Branch Manager

• Developed relationships that drove sales and sustained outstanding profitability for the branch

• Trained staff to sell bank products using effective customer service and sales practices

• Opened 123 new deposit accounts in a three month period total deposits totaled $1.2million

• Number one branch for selling leasing products

• Only Branch Manager with a commercial lending limit of $1million

• Responsible for hiring, training, disciplinary action including terminating employment

Cyprus Credit Union 2003-2004

Collection Manager/ Fraud Manager

• Managed collection staff of 15 collectors

• Effectively monitored collection officers service levels and coached staff to achieve goals set by the

Credit Union. Authorized and submitted loan write offs to be approved by the Board of Directors

• Authorized, engaged, and monitored the activities of all third party collection agencies, attorneys,

EDUCATION

B.S., Business Management / University of Phoenix 1999- 2003

Languages: Spanish (Intermediate, formally Advanced). English (Native)

Eagle Scout,

Associations: Member of International Association of Financial Crimes Investigators

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