Customer Service Manager

Tracey D. Naylor-Collins

***** ******** *****

Houston, TX 77014

Phone 281-***-****

Email: *****@***.*** or **********@***.***

Summary of qualifications

Lending Manager, Quality Coordinator, Call Center Supervisor, and Billing Audit Analyst with significant experience in a rapidly changing business environment. Exceptional ability to lead others in the development and execution of visions, strategies, and systems to meet individual needs and corporate objectives.

Professional experience

Lending Manager – Consumer Lending Group – May 2012 – May 2015 Wells Fargo Home Mortgage, Homewood, Alabama

•Responsible for Supervising 11 – 15 Consumer Lending Underwriters in approving loan modifications.

•Manage the unit’s workflow to ensure that the group and customer service standards are met.

•Maintaining the projected Daily, Weekly, Monthly, and Yearly Goals

•Analyze and forecast training needs utilizing Quality and Production stats.

•Interview and hire prospective employees

•Develop, modify, and implement motivational programs for team members

•Address disciplinary issues, as well as administering HR policies and procedures

•Manage and update the Time Keeping database for Payroll and Time Away for work purposes

•Strong Organizational Skills, able to multi-task, and able to adapt to the environment and responsibility.

Financial Crimes Supervisor II – Cross Trained Team - January 2007 – May 2012 Wells Fargo Bank, Homewood, Alabama

•Directly Manage a team of 20-22 Call Center Agents and 2 Team Leaders

•Resolve escalated issues while adhering to the regulations of Visa and Wells Fargo

•Maintaining the projected Daily, Weekly, Monthly, and Yearly Service Levels and KPI Goals

•Analyze and forecast training needs utilizing Quality Assurance and KPI measurements

•Manage and monitor the call volume to meet forecasted daily, weekly, and monthly goals

•Coordinate Scheduling to accommodate the Call Volume and Productivity on a weekly basis

•Interview and hire prospective employees

•Develop, modify, and implement motivational programs for team members

•Address disciplinary issues, as well as administering HR policies and procedures

•Provide monthly, quarterly, and yearly evaluations for my direct reports

•Manage and update the Time Keeping database for Payroll and Time Away for work purposes

•Maintain a Monthly and Yearly Operating Budget for my Team

•Strong Organizational Skills, able to multi-task, and able to adapt to the environment and responsibility.

Operations Specialist – Check Card Disputes - January 2006 – January 2007 Wachovia Bank / Wells Fargo, Homewood, Alabama

•Thoroughly Investigate VISA Check Card Dispute Cases by providing a clear and concise resolution for Wachovia Customers

•Serve as Liaison between the Customer and Visa

•Resolve escalated issues while adhering to the regulations of Visa and Wachovia Bank

Education

1989 - 1994 Jackson State University Jackson, Mississippi

Major – Psychology

•Minor - History

References

Available upon request

Contact this candidate