Customer Service Manager

SHELLY RUMPF

** ********** **, ****, ** ***** H: 302-***-**** C: 302-***-**** *****@*******.***

Seasoned Customer Service & Collection Manager experienced in working in a fast-paced customer centric environment. Excellent communication and leadership skills. Track record of achieving exceptional results in managing Customer Service /Call Center & metrics while maintaining costs.

Strong oral & written communication skills

Conflict Resolution

In depth training in leadership, customer service & collection

Utilization of multiple collection and customer service software & data bases

Microsoft Office

High School Diploma: 1975

Claymont High School - Claymont

Bachelor of Arts: some classes/no degree,

Goldey Beacom - Wilmington, DE

Sales Assistant, 11/2015 to 12/2016

Fastsigns – Wilmington

Supported the Sales Department by dealing with customers in taking orders, payment processing & collecting delinquent receivables

Assistant Controller, 03/2012 to 12/2013

Modern Mail – Newark, DE

Managed receivables and payables interacting with customers and vendors. Managed banking, customer discrepancies, and building & office administration Contractor, 10/2010 to 03/2012

Solutions for Account Management (SAM) – Harrisburg, PA Represented numerous accounts receivable and collection agencies in a Sales & Marketing capacity seeking clients to manage the outsourcing of their customer service operations and receivable collection. Credit Manager, 01/2003 to 02/2009

Gannett/News Journal – New Castle, DE

Managed a staff of 4 responsible for collecting and maintain advertising receivables, payment processing and billing discrepancies

Managed credit application process

Liaison between the Finance & Sales Departments with receivable issues Customer Service and Credit Manager, 11/1975 to 02/2001 Delmarva Power – Carneys Point, NJ

Managed and Supervised Customer Service & Credit Department operations for a major utility. Responsible for managing staff in a Call Center environment performing inbound and outbound calls related to billing and collection. Also managed numerous programs and maintained reporting.

Directed and coordinated departmental operations, developed policies and procedures, managed cost. Managed cost containment programs, and developed payment programs around low income customers. Member of National Association of Credit Managers (NACM) Member of the Northeast Credit & Collection Association ( Chairman 2 years)

PROFESSIONAL SUMMARY

SKILLS

EDUCATION

WORK HISTORY

AFFILIATIONS

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