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Customer Service Manager

Akron, OH
March 07, 2018

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234-***-**** • • Akron, OH •


Customer Service and Credit Manager with extensive experience managing staff and operational success in high volume operations. Known as a high energy contributor who manages by example and promotes employee engagement. Met or exceeded service goals and maintained staff performance with low turnover rates. Key skills include:

Credit Management

IT Operations

Customer Service

Risk Management

Process Improvement

HR Management


Call Service Operations

Recruiting & Staffing

Strategic Planning

Performance Management

Coaching & Training

SIGNET JEWELERS, Akron, OH 2004 to 2017

Largest specialty jewelry retailer in the US, UK and Canada operating 3600 stores with over 30,000 devices/users, and sales of approximately $6B.

Credit Authorization Manager

Contributed to financial success of company, accounting for 2.3B dollars in charge sales by auditing and training to ensure consistent profitable lending decisions were made. Executed sound strategic plans to ensure service level goals were achieved.

Provided store support for 880,000 credit sale transitions and inbound calls.

Ensured uncompromising customer quality service was provided to internal and external customer on inbound and outbound calls.

Ensured proper execution of credit transactions while maximizing approval rate and minimizing bad debt and fraud rates.

Held lending authority up to $30,000 per account.

Created staffing projections for 150+ employees based on forecasting transaction volume and working with HR to recruit staff while staying within a $2MM payroll budget.

Reviewed reports for approval and fraud rate and provided direction to better meet goals & improve profitability.

Built relationships with departments such as IT, Recovery, Customer Service to resolve customer issues and ensure computer systems were functioning properly.

Strategized to proactively prepare for economic and organizational trends and new corporate initiatives.

Ensured optimal department efficiency through sound staffing, scheduling, training and resource utilization strategies.

Maintained fluency with the following areas:

oSignet lending policy guidelines.

oInterpretation of three credit reporting agencies data.

oUse and interpretation of propriety and generic credit risk lending models.

oLaws governing credit extension including Federal Fair Credit Reporting Act, Equal Credit Opportunity Act and Credit Card Accountability & Disclosure Act of 2009.

Project Manager for proprietary Credit Systems to complete user acceptance testing. Developed and executed test plans according to specifications and key controls outlined in business requirement documents.

Conduct and manage documentation of the testing review process. Prepare working papers to ensure that testing is accurate, complete and in accordance with standards and protocols.

Credit authorization liaison with Information Technology with primary responsibility for strategic implementation of new technology solutions that improved efficiency.

24/7 contact to address and resolve Credit System and Technical Support. Worked with IT to assist in diagnosing system issues and implementing practical solutions.

Created and fostered a professional positive work environment which promoted employee satisfaction and engagement.

Previous Management positions at: THE GAP and TRANSWORLD ENTERTAINMENT.


Business - Organization Communication, The University of Akron, Akron, OH

Toastmasters International – Sgt. at Arms; Certificate for Competent Leadership

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