Manager Customer Service

Maureen Marlovitz

ac2hln@r.postjobfree.com

linkedin.com/in/maureen-marlovitz-99825981

(224) -246-3342

SUMMARY

Self-motivated, experienced professional with nineteen years of experience in people and process management and twelve years of corporate accounting experience. Possess exceptional organizational and interpersonal communication skills. Reputation for exceeding expectations and dedication to providing quality solutions. Proven ability to manage teams in high volume, rapidly changing environments with expertise in:

Process Management

Financial Analysis

Influence Cross Functionality

Facilitation and Training Skills

Conflict and Change Management

Negotiation Skills

Project Management Skills

Customer Service and Support

PROFESSIONAL EXPERIENCE

Capital One, Rolling Meadows, IL 1998- Present

Sr Process Manager- Military Servicing 2015-Present

Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns.

Collaborate on larger initiatives, including representing department on broader change control forums for input and to represent department interests;

Day to day oversight of multiple processes: monitor, report, and plan process improvement or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as the Risk office, BRO and management; make final recommendations for approval on changes.

Direct the work of associates, including performance management, hire and fire responsibilities

Unit Manager- Escalation Team 2012-2015

Developed and implemented chat functionality. Decreased escalated call volumes by 15%.

Managed business level metrics to high efficiency standards. - Shared in the accountability for a business level function team (Logistics, quality, innovation, morale).

Defined and measured performance metrics and clearly communicated to team.

Unit Manager- Powersports Installment 2000-2012

Developed efficiency process that reduced waste by 22.5%.

Increased last stage collections efforts that increased receivable by $152,000.

Worked with dealerships to resolve any discrepancies on purchase funding

Maureen Marlovitz PAGE TWO

Lead – Mortgage Services 1998-2000

Maintained the Loss/Draft insurance claims.

Performed daily updates on each claim with home inspectors.

Disbursed insurance proceeds for repairs on homes.

ADDITIONAL RELEVANT EXPERIENCE

ChiCorp Financial Services, Chicago, IL

Senior Staff Accountant

Stone Commodities, Chicago, IL

Senior Staff Accountant

EDUCATION

Accounting

Elmhurst College Elmhurst, IL,

Pursuing Business Process Management Certification

Agile 101

Six Sigma

Principle Based Leadership

AWARDS

Employee of the Month Award 5 times

Manager of the Month Award 4 times

Diversity Ambassador Award

Manager of the Month Award 7 times

TECHNICAL SKILLS

Microsoft Word, PowerPoint, Microsoft Excel and Visio

PROFESSIONAL MEMBERSHIPS

Toast Masters

Capital One Military Business Resource Group – Chicago Chapter Site Lead

Capital One Women’s Business Resource Group – Chicago Chapter Pillar Lead

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