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Customer Service Manager

Fort Lauderdale, Florida, United States
December 04, 2017

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Professional Profile

A high motivated professional with a verifiable record of accomplishments spanning over 20 years, Highly creative, recognized as a results-oriented and solution –focused individual. Areas of strength include:

● Accounts Payable

● Problem Collections

● Organization Skills

● Work as a Team Player

● Credit

● Ability to make sound judgment


Bachelors: Business Administration

Keiser Fort Lauderdale, FL

Associate of Science: Paralegal

City College Fort Lauderdale, FL

Computer Skills :

● WordPerfect

● Microsoft Word

● Lotus 1-2-3

● Microsoft Excel

● PowerPoint

● AS400

● Advantage

● QuickBooks

● Abacus

● Accounts Receivable

● Legal Aspects of Collections

● Managerial Skills

● Time Management Skills

● Research Abilities

● Customer Service

● Payroll



P rofessional Experience:

H. Pharmacy 2 015-2016

C ustomer Service / Reception

● Establishes and maintains office and general files for the department.

● Received incoming phone calls and direct them to the appropriate individual.

● Provides receptionist duties for visitors; may provide information or obtain requested information or refer to another department member as appropriate. Distributes mail as appropriate.

● Retrieved answering service messages daily and properly dispatched to personnel in a timely manner

● In a timely manner, dictated messages comprehensively via Emails to personnel if not available.

● Maintains and Filed daily prescriptions neatly and accurately

● Work directly with customers in person and on the phone O perations Administrator

Stonegate Bank, Fort Lauderdale, FL 2014-2015

● Performs internal operations of retail banking institution by performing the following duties

● Processes ATM and debit card transactions and issuance of cards.

● Acts a key contact for branches relating to customer service issues

● Processes on-line banking and cash management requests

● Maintains IRA accounts, prepares monthly transmission files, and reconciles monthly account balance reports.

● Maintains dormant account files for escheat process and prepares customer notifications.

● Assists Branch Operations Manager with the implementation of new policies and procedures in the branch system.

● Assists Branch Operations Manager with audits of accounts, records of proof, and certifications to ensure compliance of workers with standard procedures and policies. Floor Manager/Human Resource

Intuitive Account Management, Ft. Lauderdale, FL 2012-2014

● Responsible for overseeing the daily production and performance of the collection team to ensure that performance and quality customer service goals are met

● Mentoring and motivating collectors as well as addressing any attendance or scheduling challenges.

● Responsible for preparing and delivering informal and formal corrective actions on job performance, behavior and quality issues (i.e., document performance issues, recommend disciplinary action, etc.).

● Directly assists collectors by helping to resolve difficult accounts by providing direct assistance as necessary to assure optimum payment arrangements.

● Ensure the collection team operates within the guidelines of the Fair Debt Collection Practices Act

(FDCPA), Health Insurance Portability and Accountability Act (HIPAA) and any other applicable Federal or state laws and company policies.

● Plan, direct, and coordinate the administrative function of the company.

● Recruiting, interviewing, and hiring of new staff;

● Make collection calls and/or correspondence in a fast paced, a goal oriented collections department.

● Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.

● Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos.

● Accountable for reducing delinquency for assigned accounts

● Perform other assigned tasks and duties necessary to support the Accounts Receivable Department

● Promoted to Supervisor in 2 weeks, supervise a team of 10 Customer Service/ Sales, 2012-2013

Macy’s, Aventura, FL

● Recommended and helped customers select merchandise based on their needs.

● Exchanged, returned merchandise for customers quickly and efficiently.

● Exercise sound judgment in issuing credits and making exceptions to customer policies to maintain high level of customer satisfaction

● Trained new employees on company customer service policies and service level standards.

● Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Administrative Assistant 2010-2013

H AND H Maintenance Incorporated, Aventura, FL

● Communicated the duties, compensation, benefits and working conditions to all potential candidates.

● Managed all phases of recruitment, including defining hiring management needs posting available positions.

● Contacted all job applicants of their application status.

● Managed the receptionist area, including greeting visitors, responding to telephone and – in person requests for information. C reated PowerPoint presentations used for business development.

● Maintains payroll information by collecting, calculating, and entering data.

● Updates payroll records by entering changes in exemptions, insurance coverage, savings deductions, and job title and department/division transfers.

● Prepares reports by compiling summaries of earnings, taxes, deductions, leave, disability, and nontaxable wages.

● Determines payroll liabilities by calculating employee federal and state income and social security taxes and employer's social security, unemployment, and workers compensation payments.

● Resolves payroll discrepancies by collecting and analyzing information.

● Provides payroll information by answering questions and requests.

● Maintains payroll operations by following policies and procedures; reporting needed changes.

● Maintains employee confidence and protects payroll operations by keeping information confidential.

● Contributes to team effort by accomplishing related results as needed. Force Charge Collections

Alamo r Car, F T. Lauderdale, FL 2005-2008

● Effectively managed high volume of inbound and outbound customer calls

● Gathered and verified all required customer information for tracking purposes

● Dealt with three major credit bureaus

● Met and exceeded service and quality standards every review period

● Built long-term customer relationships and advised customers on purchases and promotions to upgrade

● Business to Business collections, FCDP knowledge, third party collections Collections

Affiliated Financial, FT. Lauderdale, FL 2002-2005

● Effectively managed high volume of inbound and outbound customer calls

● Negotiated payment arrangements on delinquent account

● Confidential and Sensitive information

● Call Center Establishment

Miami Dade Coalition-

C ommunity Program Funding Coordinator, Miami, Fla 1998-2002

● Organized state funding for child care programs through the Government,

● Prepared reports, analyzed the budget from month to month,

● Scheduled camp counselors and day care staff, payroll preparation

● Provided the urban community with the appropriate program information and regulations to ensure funding could be issued to the organization

● Prepare and maintain case files, records, program statistics, reports and any other necessary documentation as needed.

● Developing, implementing, and supervising a curriculum of daily children’s activities, updated and published each month.

● Programs should offer experiential opportunities to create positive self-concept, coping mechanisms, conflict resolution, independence and safety. Maintain an inventory of instructional, art, and play materials, as ne

● Assist in the development and maintenance of standardized children’s program policies and

● Organize data for annual, monthly and weekly performance reports.

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