Customer Service Manager

Profile

She is a results oriented manager, with a proven track record of success in staff, project, and time management. A responsible team player with the ability to work independently. She is able to handle diverse projects, workloads and responsibilities. A strong ability in communications, interpersonal skills, training, creative problem solving and process/systems analysis. She has extensive experience in Customer Service, Bank/card, Collections and Compliance and is an accredited member of the Internal Auditors Institute.

Experience

2013 – Present BANK OF AMERICA Atlanta, GA

Service to Sales Representative

Consistent top sales performer in one of the largest revenue departments of Bank of America, Customer Marketing/Sales to Service group.

Offering opportunities and deepening the relationships with our customers with products and services that add value to our customers.

Efficiently servicing incoming calls with professionalism and the highest level of integrity while making the transitions into a sales opportunities.

Utilizing relationship building and problem resolution skills to determine the most appropriate products and services best suited for our customer’s needs.

Recognized by colleagues and management as a strong, goal oriented associate with excellent communication skills and the ability to handle diverse workloads/portfolios.

2004 – 2006 CITIGROUP Atlanta, GA

Senior Auditor/ Financial Analyst/Customer Service Manager

Performed Operational Quality Review Testing to ensure compliance with laws/rules and regulations as defined within the internal Quality Assurance processes and internal audit framework

Developed and assisted with implementation and ongoing evaluation of processes and procedures for ongoing operational risk requirements

1995 – 2004 SEARS Atlanta, GA

Regional Compliance Manager/Auditor/Collection Manager

Assisted in the development and implementation of Quality Assurance processes and testing documentation for internal departments and outside vendors.

Trained and led operational review teams in the introduction of new and existing external vendors to meet the expectations of the company and fulfilling compliance audits as outlined within the confines of the internal audit framework and company guidelines. .

1988 – 1995 CITIBANK Melville, NY

Fraud/ Customer Service Manager (Front end to Recovery/Legal)

Effectively managed staffs/teams from front end to recovery/legal (30+ persons).

Highly performing manager with monthly increases of over 1million dollars in recovered.

Education

State of Georgia Real Estate Commission – Atlanta, Georgia

Licensed Realtor

Institute of Internal Auditor – Atlanta, Georgia

Accredited member/Certification of Membership

Towson University – Towson, Baltimore

Bachelor of Arts Degree, Secondary Education

Suffolk County Community College – Suffolk, New York

Associates Degree, Business Law

Wilson School of Technology – Lindenhurst, New York

Computer Programming Certification

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