Customer Service Manager
Resume:
Tonya S. Hathaway
Culver City, CA 90232
************@*****.***
Profile Summary An assertive manager with outstanding
interpersonal, communication and people management
skills.
Licenses: NASD 6, 63 and 65.
Work Experience
2010 - 2012 Fiserv, Inc., Hickory, NC
Customer Solution Supervisor,
Electronic Banking Services
. Administered performance management by diagnosing
improvement opportunities
. Provided effective feedback, coaching, training,
professional development and corrective action
. Performed quality checks; developed and reviewed
performance reports; identified and implemented performance
improvement measures
. Led workflow distribution and floor management to ensure
service levels are consistently met
. Contributed to recruiting process by interviewing and
providing objective hiring recommendations
. Developed and implemented process improvements, and
effectively managed change to ensure departmental objectives are
met
. Resolved complex escalated client concerns and disputes
through effective use of internal processes and best practices
2009 - 2010 Duafe Holistic Hair Salon, Philadelphia, PA
Operations Manager
. Managed cash collection, documentation and disbursement
. Maintained and consistently review client service standards
. Encouraged and motivated all staff to maximum potential, both
technically and professionally for their individual benefit and
future growth of the company
. Liaised with salon owner on ordering stock, handling client
complaints, producing accounting reports and maintaining staff
level requirements
2007 - 2008 Capital Group Companies, Irvine, CA
Team Manager, Operations
Department
. Motivated, developed and appraised team of 10 Customer
Service Account Representatives to achieve performance
expectations
. Monitored daily production operations of incoming account
requests from clients and generated reports
. Reviewed representatives and department performance to
ensure alignment of department goals and objectives
. Managed on-the-job resources, implemented and reviewed
policies and procedures to improve overall service delivered to
internal and external client groups
2005 - 2007 Pi Capital, Los Angeles, CA
Operations Manager/ Compliance
Administrator
. Managed firm's Customer Service, Compliance and Back-Office
functions
. Wrote and maintained Operations Manual outlining policies
and procedures to govern efficient operations of internal
departments
. Interfaced with third-party execution and clearing firm to
resolve trade disputes and to process management fees
. Developed and implemented programs, policies and procedures
in compliance with SEC regulations as a Securities Registered
Investment Advisor (RIA)
. Managed record-keeping processes to maintain audit ratings
1997 - 2005 The Vanguard Group, Charlotte, NC
High Net Worth
Supervisor
. Identified, developed, motivated and retained productive
representatives
. Monitored standards, metrics, performance criteria,
policies and procedures to improve call center quality and
productivity
. Handled complex escalated issues, took ownership and
ensured situations were completed resolved
. Recruited and Interviewed candidates for department and
company
. Led projects to identify and monitored trends, improve
internal processes, increased client satisfaction, and decreased
costs
. Promoted to supervisor after 2.5 years as a customer
service representative
. Managed team of 12 customer service representatives
Education North Carolina A&T State University,
Greensboro, NC
Business Administration Major: Accounting
Concentration
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