Manager Customer Service

Sandra K. Coaxum

*** ********* ***, ******, ** **518, H: 678-***-**** C: 907-***-**** Email:*******@*****.***

Objective: Performance driven customer service with retail abilities to not only achieve established goals, but to exceed them. Strong interpersonal and team building skills, vital to building strong customer relations. Seeking position with increased responsibilities, opportunity to utilize my knowledge, skills and abilities with room for advancement.

Professional Experience

Soft Line Supervisor 01/4/07 – 9/2009

AAFES Fort Meade, MD

Supervises a specialized merchandize area such as computers, audio, photo, etc.

Within assigned department oversees and is responsible for stocking, pricing, displaying, housekeeping, customer service, accountability and training of assigned associates

Insures loss prevention procedures are followed and minimizes all controllable expenses

Sets and explains performance standards

Evaluates performance and makes salary recommendations within the budget

Meets or exceeds operational goals

Operates a clean, fully stocked, well patronized facility

Ensures work force is well groomed, courteous, knowledgeable, productive and friendly

Augment the customer service area and/or cashiers cage

Assistant Manager 5/06 -7/06

Sun Trust Bank Westminster, MD

Supported Branch Manager in ensuring operational efficiency with in the bank

Performed complex, high level, client transactions

Increased branch sales through cross selling, customer profiling and referral follow up

Assisted in conducting branch sales meetings, setting goals and monitoring sales related

activity

Co-managed personnel functions including performance appraisals, employee training,

and resolutions of all employee-related issues

Shift Retail Manager 4//06-5/06

AAFES Fort Meade, MD

Plans, Manages and/or directs the operation of a store

Establishes operational and financial goals to ensure maximum earnings

Maintains and enhances total customer service and satisfaction. Supervises assigned associates

Competencies

Establishes plans

Manage Execution

Drive for results

FSR/Branch Assistant 2/03 - 9/03

Sun Trust Bank Camp Springs, MD

Supported Branch Manager in ensuring operational efficiency with in the bank

Performed complex, high level, client transactions

Increased branch sales through cross selling, customer profiling and referral follow up

Assisted in conducting branch sales meetings, setting goals and monitoring sales activity

Co-managed personnel functions including performance appraisals, employee training,

and resolutions of all employee-related issues

Collector 1/2000-9/2002

Broadway Bank Shares San Antonio, TX

Managed day to day collections of all past due Visa and Loan accounts and repossession of bank collateral

Organized and filed all Bankruptcy claims to include Chapters 7 & 13.

Assisted customers through payment arrangements to bring accounts current

Located missing customers through “skip tracing”

Implemented decisions on Consumer Credit Counseling proposals

Recovered past due loans on a daily basis

Worked with Insurance companies to settle or pay off damaged collateral

Prepared Vice President of Lending for his/her board report each month

Pulled credit reports and profiles for determination of customer loan qualifications

Member Service Representative 8/1999-1/2000

Lackland Federal Credit Union Lackland AFB, TX

Performed account to account transfers and same account transfers

Managed and accepted telephone transfers and loan applications

Provided interest rates to customers by phone

Communicated information for Visa, ATM, member service and cross selling

Maintained Credit Union Policies and procedures

Handled Stop Payment requests, opening and closing of accounts, deleted joint owners and processed ATM replacement cards

Collector 9/98- 5/99

1st National Bank of Anchorage Anchorage, AK

Managed daily collections on all Master Card accounts both past due and over limit

Assisted customer with payment arrangements

Administered suspension of charging privileges when necessary

Handled accounts from 30 to 60 days past due

Assigned collection letters to appropriate customers

Performed collection calls to customers when necessary

Member Service Representative III/Special Credit Officer

VISA Representative/Trainer and Senior Central Processing Specialist 6/1994- 8/98

Alaska USA Federal Credit Union Anchorage, AK

Maintained full knowledge of VT-220 terminal (data processing)

Supervised staff of eight to ten while Senior Processing Specialist

Identified and resolved customer issues with Personal Branch (online banking system)

Corrected mail tellers work for errors daily

Posted payments to the appropriate accounts

Facilitated the set up of new accounts

Performed maintenance to member accounts per member request

Routed (screened calls) to appropriate extensions, and conducted telephone transfers

Trained new employees on procedures

Processed and performed phone account transfers, loan applications, ATM maintenance, IRA’s and Bank Wires

Dinning Facility Attendant/Assistant Project Manager/Project Manager 10/1989 – 6/1994

TAG Company Fairbanks, AK

Supervisor of 4 to 6 employees

Managed and maintained four dining facilities for Army

Promoted to Assistant Project Manager

Assisted in creating employee schedules and to act as Project Manager when needed

Ordered and arranged supplies to specified dinning facilities

Facilitated all dining facility and employee inspections for quality assurance

Promoted to Project Manager

Created schedule for 50 to 250 employees

Assured that all dining facility inspections conducted by the United States Army were passed

Coordinated and handled monthly billing and reconciliation

Administered the bidding of any additional services provided within contract

Assisted with the bidding of new contracts

Supervised Assistant Project Manager

Provided feedback to staff members, military and civilian employees on performance

Interviewed, hired and terminated employees

Prepared and reported payroll

Education

Bachelor of Business Administration in

Human Resource Management 3/11/2006

American InterContinental University Hoffman Estates, IL

Master of Business Administration in Project Management 3/31/2007

American InterContinental University Hoffman Estates, IL

Awards and Certificates

Customer Service Award 3rd Quarter 2000

Customer Service Award 1st Quarter 2001

Customer Service Award 2nd Quarter 2002

Excellence Award 2002

Exceeding Quality Service Award 2002

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