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Customer Service Manager

Ridgeland, South Carolina, 29936, United States
May 26, 2018

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Karla DeNagel

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

Ridgeland, SC ***36



Dynamic Leader, with demonstrated success in reducing costs, improving productivity and reducing employee attrition by improving employee morale, excellent verbal and written communication skills. Self-motivated and innovative thinker who consistently pursues new challenges to stretch abilities, expand knowledge, and bring greater returns to employer. Expertise includes:

Customer Retention

Ancillary Product Management

Strategic Planning

New Product Development

Strategy Implementation

Fiscal Budget Planning

Organizational Alignment

Project Management

Loss Reduction

Workshop Facilitation

Delinquency Control

Staff Development


Carolina Financial of Beaufort, Inc. 2011-2016


Brand new secondary automotive finance office, that opened in April 2011 with zero portfolio. Implemented programs, offered ancillary products and dealer incentives growing the office portfolio to over $1.2M within 9 months of opening the doors. Developed action plan to include, excellent sales skills which allowed the growth of the business in competing with other lenders in the area. Managed delinquency to control losses and increase profitability.

Received outstanding results from state and internal audits in compliance to policies. CITIFINANCIAL 2001-2011

CFS Center Manager

Management of a $22M portfolio to reduce losses, minimize liquidation and control yield. Coached and developed 4 center employees.

Development and delivery of performance reviews, strong communication skills, maintained a positive working environment.

Excellent customer service skills.

Managed all Human Relation issues. Completed accurate and timely compliance assessments. Developed Business Plan implemented in the Center to improve efficiency. District Manager 2008-2010

Directed six Consumer Finance branch locations. Managed 17 hourly/6 salaried employees and a net customer balance sheet of $72M. Audited branches for adherence to Federal and State Laws, as well as, adherence to company policies.

Coached, developed, and trained four underperforming employees to achieve results ranked in the top 2/3 of the division.

Recognized for “Excellence in Audit” results, with 0% fails. Developed and demonstrated processes in each branch, resulting in performance that exceeded company expectations.

Excelled in Customer Satisfaction with an overall index of 98% satisfaction. Ranked number 1 in the company, for employee morale improvement, by motivating through positive reinforcement and recognition.

Maintained 30-day delinquency controls of less than 1.25% on a portfolio of $72M. Maintained 60-day delinquency controls of less than .75% on a portfolio of %72M. Instructed cures for customer rehabilitation in lieu of foreclosure. Excelled in managing all company product lines, including Personal Loans, Mortgage Loans, Automobile Loans, Credit Card Debt and Retail Sales Finance. Branch Manager 2004-2008

Motivated and managed a staff of 3 hourly employees with a customer balance sheet of $24M. Controlled delinquency and adherence to all laws and company policies. Mentored 2 employees that were promoted to Branch Manager. Achieved delinquency requirements in all controls on a consistent basis. Increased net portfolio by $2.4M.

Excelled in Audit results year over year.

Assistant Manager 2003-2004

Effectively and routinely exceeded all collection and loan production requirements and trained entry level employees. Ranked in the upper 5% in the region in production. Duties included: cash management, customer service, compliance monitoring, customer service, lending and the sale of optional insurance products.

Sr. Customer Service Representative 2001-2003

Effectively and consistently met and exceeded loan production and collection requirements. Achieved and was awarded Employee of the Month twice during this time span. Ranked #1 in the District in PL units and #2 in Equity Loan units achieved. Duties included: cash management, filing of insurance claims, customer service/follow-up, lending and sale of optional insurance products.

Mercury Carpet of Jacksonville 1998-2001

Office manager/Sales

Responsible for all aspects of the operation to include: sales, marketing, accounts payable/accounts receivable, payroll, human resources, collection activities and bank reconciliation. As office manager established a tracking system for the business for current and former customers, which increased efficiency.

Sumter County Sheriff’s Department February 1998-September 1998 Deputy Sheriff

Initial employment was in the General Sessions court and later assigned to the patrol division. SAFE Federal Credit Union 1997-1998

Operations Specialist

Proficient in all aspects of the banking operation, to include: Teller duties, Loan Officer and Member Service Representative.

Covenant Place of Sumter 1996-1997

Admissions Coordinator

In charge of all admissions and activities in this three stage retirement home. Ensured that each resident was taken care of in all aspects of the facility. Coordinated with the Director to schedule events and fill vacancies.

375th Medical Group 1994-1996

Medical Transcriptionist

375th Medical Group Hospital at Scott Air Force base in O’Fallon, Illinois. Transcribed surgical reports, narrative summaries and discharge summaries, for all areas of the hospital. A Dictaphone was used.

Early Experience

Initial experience was gained as a Front end manager with Kroger, up to 14 Personnel was under my direction. Later, experience was gained with other companies: Best Western Hotel (Sales and Marketing), Duval Ford (Service Advisor), JVC Corporation (Sales), NEX Naval Air Station Jacksonville (Customer Service).


Holston High School


Assessing Change for Managers course completed 2010 Building Strong Customer Relationships course completed 2010 Foundations of Leadership course completed 2010

Managing Crisis course completed 2010

Resolving Delinquency Training course completed 2009 Collections to Applications training certified 2009 Lead the Leader training course completed 2009

Leadership skills course, completion and certification 2009 Certified Financial Education Facilitator (all ages) 2008 Managing Behaviors and HR Complex courses 2007

How to Get People to Pay course completed 2001

Certificate of Law Enforcement received 1998

Medical Terminology course completed 1994

Human Relations course completed 1992

Computer proficient, 10 key to touch. Type over 100 wpm.

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