Manager Customer Service
Resume:
Wayne A. Holley
Cell:757-***-****
Email: w *************@*****.***
OBJECTIVE
** ***** ** ********** ********** Experience
Has the ability to discuss difficult situations with customers Inspire a strong sense of camaraderie, accountability and motivation to continuously improve performance
Demonstrate interpersonal effectiveness with the ability to build and maintain relationships
Results and Goal Driven
Excellent written and verbal communication skills
Strong organizational and time management skills
WORK EXPERIENCE
Operations Manager
December 2015 - present
Sutherland Global Services Inc 23324, Chesapeake, Virginia Responsible for the daily operations of the department to include being a resource for questions, assist with daily activities and maintain a well trained, productive and service oriented work group. Also responsible for performance monitoring and improvement efforts in support of division strategies specific to customer service, quality, and financial accuracy. Supports the team by developing and maintaining strong collaborative relationships with members. Provider and internal business partners and identifies opportunities for improvement, recommends solutions and implements recommendation to facilitate change. Serves as role model for communication and teamwork between departments and divisions.
Team manager
AVP Team Manager
April 2014 - December 2015
Stewart Lender Services, Inc. 1342 Crossways Blvd Chesapeake va.23320
Other/Not Classified
Supervise a team of 10-20 employees in a face paced call center operation
Provided employees with tools to maintain and utilize call management skills to handle escalated calls, ensuring first call resolution for the customer experiencing hardships.
Obtained pivotal knowledge of new developments in the bank card, collection, and mortgage industry.
Worked closely with other departments to promote teamwork, contests, and discuss daily goals
Gather, analyze, and report daily/weekly/monthly collection rate . iand service statistics
Provide peer support, maintain detail documentation and collaborate with Customer Care Manager to create strategic plans to enhance. Customer satisfaction
Enhance employee performance and attendance through daily mentoring, one on one discussions and motivational strategies Received outstanding and positive comments from employee reviews, as well as exceptional feedback from Unit Leaders and upper management
AVP Operations Team Manager
March 1992 - April 2014
Bank Of America 2 Commercial Place
Banking
Support a portfolio of loans in default, imminent default loans with a focus on loan modifications, document validation, and Net Present Value modeling
Complete second mortgage modifications, executing Short Sale/ DIL or answering Foreclosure questions.
Identified solutions that would improve the account in a timely manner Support and lead the Customer Relationship Manager model Work with proficiency coaches to up skill associates, and lead, support, and coach associates to set the right expectations with clients Manage a team of 10-20 front-line associates in a high- volume, deadline and production driven environment
Handle complex customer escalations via phone and correspondence Provide daily coaching and feedback to associates
Conduct monthly associate call monitoring and account auditing Compile Team and departmental performance -related reports using MS Word and Excel
Participate in management meetings/ conference calls Schedule and monitor Team workflow
Certified and licensed in the state Minnesota for default servicing, Certified for healthcare services for MetLife Disability, EDUCATION
Bachelor's Degree, Small Business Administration and Management, Finance,
January 1980 - December 1985
Norfolk State University Norfolk, Virginia
LANGUAGES
Englis
h
Fluent
Frenc
h
Beginn
er
CAREER HIGHLIGHTS
Areas of Expertise
Financial Management
Program Management
Decision and Risk Analyst
Team/Task Delegation
Call Center Operations
Process Improvement Analyst
Customer Care Procedures
Business Process Optimization
Project Analyst
INTERESTS
Golf
REFERENCES
Darryl Bryant
Unit Leader, Sutherland Global Services Inc
************@*****.***
Professional
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