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Customer Service Manager

Richmond, VA
March 22, 2018

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Tasha Lee 804-***-****

Professional candidate with over 15 years’ experience in management, collections, mortgage, quality assurance, and customer service in a financial service environment. I possess outstanding communication skills both written and verbal. Proficient in Microsoft Office, including MS Word, MS Excel, Outlook and PowerPoint.


Dollar General - July 2017 Present

Assistant Store Manager

Opening and closing store procedures

Train new employees

Customer service



Data entry / cash-register

Convergys - 8/2016 to 12/2016

Seasonal Virtual Customer Service Rep.

Inbound customer service

Assist customers with purchases

Up-sale products

Data entry

Tele - Tech - 12/2016- 4/2017

Seasonal Virtual Customer Service Rep.

Inbound customer service

Assist customers with turbo tax questions

Data entry

LZ Hutcherson - July 1995 - July 2017

Project Manager/ Administration Assistant

Manage construction projects from start to finish

Hire laborers and subcontractors as needed

Negotiating contracts


Create proposals


SunTrust Bank / SunTrust Mortgage July 2006 – December 2013

Collections Night Manager

Manage a team of 65 call center agent

Manage daily processes and drive performance

Manage collection jobs in the dialer system

Daily, weekly, monthly, quarterly reporting

Conduct performance evaluations

Recruit and screen potential new hires

Answer questions from staff and provide guidance and feedback

Anticipate escalation and take over calls when needed

Motivate and encourage agents through positive communication and feedback

Measure performance with key metrics such as call abandonment rate and average handle time, etc. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

Assisting with gathering data and composing weekly reports for CMS

Prepare monthly/annual results and performance reports

Monitor performance of an external call center vendor; provide daily, weekly and monthly reports and dashboards to team.

Hold regular calibration calls with staff

Ensure adherence to company policies

Quality Client Service Coach/ Weekend Manager (SunTrust)

Audits representatives inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.

Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.

Evaluates and records the quality and performance during each call.

Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.

Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.

Mentor newly hired representatives to ensure a smooth transition from learning environment to daily production.

In periods of excessive call volume, assists by taking inbound customer calls or handling IB customer emails.

Participates in meetings and presentations or other designated special projects as assigned by department management.

Develops job aides and other tools to assist in improving overall quality

Trained teammates how to reach their sales goals each month

Rotating weekend manager

Communication Liaison for Juarez Mexico call center

Managed 60 – 75 employees on weekends

Escalated Call Representative (SunTrust)

Answered incoming calls in a call center environment

Assisted Team Manager with training and coaching new hires

Resolved high priority client s concerns and special projects

Branch Manager /District Trainer

Check n Go - December 2001 to July 2005

Managed a team of six employees

Performed audits on a monthly basis as required

Verified and approved all loan applications

Trained all new customer service representatives within out district


Weekly and monthly audits


Customer Service Representative / Communication Liaison

Bank of America - November 1998 to December 2001

Assisted customers with questions regarding checking and savings accounts

Updated team member s resource books with new policies and procedures



Lloyd C. Bird High School


Forklift Certified

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