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Customer Service Manager

Salt Lake City, Utah, United States
August 21, 2018

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**** **** **** *****, ************, Utah 84129 (H) 801-***-**** (C) 801-***-****

Experienced Business Systems Analyst with rare combination of highly technical skills and excellent “people” skills, looking to join a company which will provide opportunity for growth and development while facilitating contribution of my skills and expertise at the highest levels.

Skills & abilities

Business Systems Analysis

Metrics Reporting

Business Requirements Validation

Report Design

Project Management

Presentation Skills

Report Analysis


Problem Solving Skills

Functional Testing

Supervisory Experience

Strong Interpersonal Skills

Quality Assurance

Managerial Experience

Excellent Communications Skills

Individual Instruction

Customer Service

Relationship Building

Group Instruction

Business Documentation

Organizational Development

Training Coordinator

Strategic Planning

SAS Enterprise Manager

Microsoft InfoPath

Microsoft Excel

Avaya One-x Communicator

Microsoft SharePoint

SQL Server

US Navy Veteran


CitiHoldings/CitiFinancial Salt Lake City/Sandy, Utah

Senior Analyst, Business Processes & Applications 2012 – 2018

Develop, monitor and support strategic and technology processes by ensuring the effective capture and transmission of data, and maintaining a sound data and process control environment. Use various data platforms and tools for reporting and analysis while identifying inconsistencies in data and results. Design, create, distribute and analyze a variety of complex reports to meet all management requirements. Administer and monitor change control processes and corrective action plans. Maintain required business documentation templates, approvals and archival history.

Senior Loss Mitigation Specialist 2011 - 2012

Provided excellent customer service while managing collection activities. Recommended solutions for difficult delinquent accounts that were compliant with all guidelines, policies and procedures. Worked as an individual contributor and as part of a team to achieve all business objectives. Ensured that all servicing documents and processes were completed accurately, according to internal policies. Responsible for managing a cash drawer and performing other administrative tasks and duties.

Senior Branch Account Manager 2009 – 2011

Partnered with the Branch Manager in executing strategies to develop new sources of business, customer retention and portfolio management. Responsible for credit decisions, loan and insurance product sales and servicing accounts. Managed other operational functions, including supervision of branch staff, workload management, goal-setting for all employees, staff training and related human resources requirements.

Experience (Continued)

CitiFinancial Salt Lake City, Utah

District Manager Assistant 2007 - 2008

Remotely supported the operational, HR and administrative needs of 3-9 District Managers and the Area Director in the management of branches, sales quotas and corporate operational requirements. Instructed and supported area administrative staff in a variety of technology related topics.

JP Morgan Chase Salt Lake City, Utah

Operations Supervisor 2006 – 2007

Provided operational and technical support to clients in the use of their computer-based company credit card programs. Responsible for issue resolution and communications between clients and all JP Morgan Chase programming, development and database administration teams.

Myriad Genetics Salt Lake City, Utah

Resource Analyst 2005 – 2006

Supported the operational needs of the Customer Support Department. Led user testing of in-house software suite. Other duties included writing and reviewing standard operating procedures and software support documentation.

Discover Financial Salt Lake City, Utah

Senior Account Manager 2004 – 2005

Provided telephone customer service support and marketing for a wide variety of products and services. Handled both in-bound and out-bound calling. Received MVP award three times.

Park City Group Park City, Utah

Professional Services Consultant 2000 - 2002

Provided vital on-site training and assistance to clients in the use and maintenance of Park City Group’s point-of-sale and back-office software. Conducted a wide variety of computer training sessions, tailored for both individuals and groups, to increase customer proficiency with all of Park City Group’s software packages.

United States Navy

Petty Officer 1989 - 1995

Active duty service with the United States Navy, with deployment to Southwest Asia in support of Operation Desert Shield/Desert Storm. Filled a variety of individual and team positions in primary specialty of Maritime Navigation. Additional duties included Shipboard Training Coordinator, Departmental Damage Control Facilitator, Career Counselor and Voting Representative.



General Education requirements completed.

Upper Division coursework in Political Science and Middle East Studies.

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