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Customer Service Manager

Location:
Irving, Texas, United States
Salary:
50,000.00
Posted:
January 12, 2018

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Resume:

Sigfrido Brusseau

Irving, TX ***** 817-***-****

linkedin.com/in/siggybrusseau ac30et@r.postjobfree.com

Bilingual Operations Manager

Operations Management Team Leadership Staff Recruitment, Training & Development

Accomplished, goal-oriented professional with a comprehensive management background within multiple industries, and multicultural exposure. Strong leadership abilities in driving daily operations within industrious environments, directing cross-functional teams, and overseeing key portfolios. Excellent communication skills, with natural expertise in resolving customers’ problems, training personnel, and collaborating with senior management on initiatives. Language fluency in Spanish and English.

Workflow Management

Staff Mentorship

Customer Service

Performance Management

Staffing & Recruitment

Problem Solving

Portfolio Management

Strategic Planning

Time Management

CAREER HIGHLIGHTS

Demonstrated success in leadership roles of progressive responsibility, such as Bilingual Operations Manager, Bilingual Supervisor, and Bilingual Team Leader.

Recognized by senior management for team leadership prowess in building, developing, and directing teams to consistently achieve and exceed goals.

Consistently recognized for exemplary performance; attained multiple promotions at Convergent Revenue Cycle Management, Inc.

PROFESSIONAL EXPERIENCE

PORTFOLIO RECOVERY ASSOCIATES

Bilingual Operations Manager

December 2015 - Present

Provide strategic direction and development to a cohesive team comprised of up to 15 team members. Monitor team performance, conduct individual performance counseling sessions, and prepare annual reviews. Assist with staff recruitment.

Delivered quality leadership, resulting in the team consistently exceeding and surpassing monthly collection goals.

CONVERGENT REVENUE CYCLE MANAGEMENT, INC.

Bilingual Supervisor, April 2015 - October 2015

April 2015 - October 2015

Supervised up to 20 customer service representatives, which included coordinating their workflow and monitoring their performance and attendance. Managed queues of high volume calls and executed solutions to promptly resolve issues.

Maintained responsibility for employee relations and performance by contributing to staff recruitment and establishing awards to facilitate employee loyalty.

Guided the team in placing on the top 3 team (out of 12 teams) on a consecutive monthly basis.

Bilingual Team Leader, March 2015 - April 2015

Collaborated with the Supervisor in directing a customer service team of 15-20 members.

Bilingual Patient Account Consultant, December 2014 - March 2015

Cultivated and nurtured customer relationships by consistently delivering quality customer service.

FORD MOTOR CREDIT COMPANY, Irving, TX

Bilingual Loss Prevention Customer Service Specialist

August 2003 - March 2014

Ensured consistent customer satisfaction by responding to their questions and promptly resolving any concerns.

Strategically reduced the targeted expense budget by utilizing collection remedies.

Exhibited leadership abilities by overseeing a $425K portfolio consisting of retail and lease delinquent accounts.

EDUCATION & TRAINING

Bachelor of Business Management University of Phoenix

Spanish Test Berlitz Language Center (score = 10-professional)

Portfolio Recovery Associates – “Workplace Conflict: Recognizing and Responding to Conflict”

Portfolio Recovery Associates – “Leadership Essentials: Motivating Employees”

Portfolio Recovery Associates – “First Time Manager: Understanding a Manager’s Role”

Fred Pryor’s Seminar – “Excelling as Supervisor”

National Patient Accounts Services – “Supervisor’s Training”

TECHNICAL PROFICIENCY

Microsoft Office (Word, Excel, PowerPoint, Outlook)

IBM AS/400, Application Systems FileZilla, File Transfer Protocol Kronos Workforce Flexible Accounting Collection Systems-(FACS) Contact Savvy Dashboard- Ontario Systems Avaya (Phone Systems, CMS Supervisor and Contact Recorder), NICE International Management Call Monitoring System, Time Tracker Administrator System



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