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Customer Service Manager

Midlothian, Virginia, United States
May 22, 2018

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Richmond, VA



As an experienced Human Resources, Operations and Vendor Manager, I am proficient in development, planning and leading numerous employees to exceed company goals. I have a passion for developing and motivating teams against a variety of objectives. I have received awards for fostering teamwork, and creating a culture that encourages ownership and collaboration.


CAPITAL ONE 2011-2018

Payment Investigations Unit Manager - Glen Allen, Virginia, (2017 – 2018)

Managed a team of employees that handled inquiries from customers concerning their credit card payment. In addition, partnered and led department projects to assist in creating efficiency and improve procedures.

Led a team of fifteen Associates responsible for correcting misapplied payments to recover Capital One funds

Evaluated and presented timely reviews of employees based on monthly goals, which resulted in employees meeting or exceeding performance

Responsible for managing departmental queues and creating strategies to stay within business performance metrics

Provided continuous feedback and coaching to improve and maintain high quality customer experience

Motivated and developed employees to help them achieve their career aspirations

Escalations Unit Manager - Glen Allen, Virginia, (2011-2017)

Managed a Department of sixty supervisors who handled inquiries from customers and/or employees regarding credit card issues, reward programs, upgrading accounts, and questions about credit card applications.

Managed a team that grew from 6 to 23 employees within six months. Composed the position postings, interviewed and coached the new employees, which resulted in being staffed to handle the volumes and prepared employees to handle the questions

Coordinated with leaders to expand department functionality from handling one type of call to six types within four months, which resulted in efficiency and saving money

Collaborated closely with a supervisor to develop scheduling tool which tracked department touch points and schedules, ensuring adequate department coverage

Successfully led projects and processes with many levels of leadership, to grow and develop the department while driving performance improvements

Effectively facilitated team meetings, coaching sessions, and improvement plans with employees, which resulted in a more engaged and productive working environment

Successfully delivered performance feedback including mid and end of year appraisals, development action plans, performance improvement plans, and disciplinary action, positively impacting morale and department productivity


Human Resources / Operations Manager - Rio Rancho, New Mexico, (2010 – 2011)

Managed six human resources employees. Provided HR management guidance to company managers related to hiring and retention. Oversaw, coached, and mentored temporary assistant managers, made decisions on conduct memos for employees after reviewing the documentation. attended unemployment hearings.

Operationally reduced labor cost per call, by reviewing budget and making real time decisions. In addition, reviewed weekly schedules and made recommendations for proper staffing. Led to ranking as lowest labor cost per call in network

Participated in reducing turnover by 14% compared to previous year, resulting in savings of over $100,000/ year.

Facilitated motivational program, which allowed employees being more empowered in their job, resulting in improved survey results and team ranking number one in network

Human Resources / Operations Manager – Midlothian, Virginia, (2007 – 2010)

Directed team of 13 managers in call center, who had direct reports up to 600 employees. Conducted weekly staff meetings, provided clear, effective and timely feedback to upper management on interviewing and personnel issues. Approved leave of absence requests, as well as corrective action.

Executed successful hiring plan by reviewing interview process and going outside the box for recruiting, which resulting in lowest turnover in network at 30%

Conducted monthly “town hall” meetings, to create a more engaged and transparent environment

Developed strategy for new ways to attract new hires. Successfully recruited 200-300 temporary employees

Vendor Customer Service Manager – Midlothian, Virginia, (2005 – 2007)

Led a team of three managers who had direct reports up to 150 employees who handled customer service. Contacted outside vendors to foster successful partnerships.

Communicated with vendors to drive company contractual obligations. Reviewed workforce to evaluate turnover. Oversaw $1,000,000 customer service furniture operation.

Led customer service department to lower overall budget 10%, which translates to a savings of $500,000

Guided absorption of a furniture customer service operation, which led to a smoother transition and employees being more prepared to handle the customer questions

Shift Operations Manager – Midlothian, Virginia, (1989 – 2005)

Mentored, monitored and coached up to 100 employees. Led a variety of departments, including training, associate development, customer service, staffing, and vendor relations.

Demonstrated leadership and flexibility by substituting for another department Manager, while they were out of the office for an extended time, which led to a promotion

Created customer-friendly and enthusiastic employees through communications and teamwork, which resulted in a more informed, engaged, productive team


B.E., Business Education, UNIVERSITY OF WISCONSIN, Whitewater, Wisconsin

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