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Customer Service Manager

Houston, Texas, United States
February 23, 2018

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Curtis Tutson

**** ***** **** **

Missouri City, TX



Actively pursuing a position in which hard work, determination and the desire to grow within a successful organization takes precedence over merely completing a day's work.


Miles College,



Miles College BA: Psychology with Minor in Business Marketing,

Associates in Business & Marketing


Associates in Business & Marketing Birmingham Alabama: Certificate: Chemical Abuse License (ACA)

Employment History

Locke Protective Service

October 2017 - Present

October 2017-PresentLocke Protective Service Field Supervisor/Assist account manager -• Assisting in Calling and filling in open shifts working with the Winteam spread system.• Patrolling sites & visiting, each visit representing training and passing of information, Filling/Covering post if needed, Showing constant team work Building and maintaining relationships with current and future clients,managing over 50 accounts over a 1000 man hours scheduling and operations work duty for said hours . Monthly meeting with clients . Setting up proposals and overseeing site budgets . On call 24 hours a day for any issues dealing with cleints/Officers/ or any operations issues that may arise

Allied Universal Security

Director Of Security /Assist Property consultant/Controller 2012-September 2017

• Overseeing week day, night shift, and actively participating in security duties. duties consists of adhering to all policies set in place at assigned site as well as enforcing the product and rules of Allied which also consists giving 100 percent customer service• Ensuring shift runs smooth and correct at all times/seeing that all patrols get done on shift including and up to patrolling personally as well.• Communicating with Security Dispatchers and Engineering staff.• Manage day-to-day operation, ensuring all staff members perform assigned job function and fulfill all required duties.• Responsible for 15-26 officers payroll, inserting and confirming payroll time via WINTEAM system/Lenel. Assisted in Setting up Project forecast for existing and new clients, Creating post orders for new Sites . Monthly training and updates for sites.

CBRE-Systems/Angus/Computrol/P2P invoices• Power user for Lenel access control system with over 450 device and 3800 active card holders.• Implementing updated rules and Memos and or procedures delegated by upper management and or client.• Emerge/Omni/Lenel badge security systems. Setting threat levels for secured access entry/exits for sites. Activating and deactivating badges.• Maintaining an open and professional dialog with Officers, ensuring a positive work environment.• Coordinating with shift leaders & Supervisors on staff.• Handling any and all issues that arise on site on shift. Working with staff on all shifts to come up with solutions and remedies for diverse issues.• Ensure the work product provided to the customer and all tenants and working hand in hand with property manager and their assistants, as well as Brokers for upcoming tours & Ideas• Scheduling and payroll for the site (Win team)• Meeting regularly with the Client/ Tenants as needed.• Responsible for training officers on all emergencies pertaining to security and building.• Assisting with management tours /billing /accounting department / contacting Vendors disputing and confirming invoices.• Meeting with tenants of building, monthly reports to owners of building, delegating and putting plans into action• Responsible for lease agreement walk -thru (Tour)• Assistant controller /


Outbound Customer Service Manager March 2011 - November 2012

facility trainer PFS GROUP Managing group of 15-23 representatives responsible for; resolving accounts, addressing patient concerns, payment plans and settlements at discounted rates. Quality customer care is provided per client's standards as well as company standards. Understanding that to close a successful call is to have and implement a resolution for all parties involved, i.e. the patients, the client, and physicians. Leading by example, filing and preparing pre-litigation files for negotiations, setting up dialer campaigns each morning, coaching representatives on key components of monitored calls, conduct team and staff meetings for forecast with client(s). Responsible to ensure escalated and complex calls are satisfied to clients expectations via phone, email, and/or correspondence. Ensure calls in queue are answered in a timely manner. Assist and/or coach staff members on appropriate policies and procedures. Monitor staff member schedules to ensure sufficient coverage. Direct and monitor daily activities of the team to ensure productivity and resolution goals are met. Provide input for employee performance evaluation, training, and motivation of assigned team members. Facilitate team discussions in an effort to meet performance standards and achieve organizational goals. Encouraged team work among all departments, represented company in a positive and professional manner and communicate directly to vice presidents and operations manager when there are concerns. Adhere to company policy regarding confidentiality. Maintain training, access to resources, and quick reference templates. Represent self in a professional manner at all times. Reviewing accounts in host system and providing staff feedback by setting HIPAA compliance outlines and policy and procedure guidelines to decide when additional training is needed. Implemented Training programs and packets presenting them to board and CEO of company and getting them started

James A. West Law Firm

Collections/Litigations Director /Marketing June 2003 - January 2010

Managed a team of 43 representatives, monitor file reviews on pre-litigation accounts; general reviews of lost income for clients; obtained and met monthly budgets ranging from $1 -$5million and goals for groups assigned (American Express, Household Bank Card, Auto Collections and Discover, Texaco .) Conducted interviews during the recruitment process, assist with payroll System ADP. Assist and ensure all complaints and escalated calls are resolved by re-training and coaching representatives of compliance guidelines. Submitted monthly projections and reports for clients and conducted monthly conference calls with clients as well. Projecting and hitting gaols and quotas fro clients over seeing over 980 man hours totaling two call centers 30 different clients

Marriott Hotel

Assistant Property Manager December 2001 - January 2003

Provide supervision for a group of 10 staff members; assist in sales while encouraging and recruiting new clients by proposing perks, discounts and special rates for groups and companies. Conducted; presentations, book keeping, and weekly budget meetings. Managed a collections team; generating revenue from clients, containing outstanding invoices to minimize Hotel debt. Maintained personnel records on behalf of human resources department, proposed and implemented new policies and procedures and re-training of personnel.Budget control- Was Responsible for monthly /yearly budgets. Consists of payments and contracts with Vendors/Contractors/maintenance /outside sales expense reports/ building personal budget. Overseeing Hi-rise building and Hotel revenue quarter upgrades and adjustment reports .Meeting with Corporate management monthly on budget and upcoming or existing projects.

Canadian Football League

Football player Quarterback January 2000 - January 2001

Professional Skills


















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