Customer Service Manager

Location:

Pasadena, CA

Salary:

negotiable

Posted:

August 24, 2018

Contact this candidate

Resume:

Natalie Derderian

**** *. ******** *****, ******** CA 91107 626-***-**** *****************@*****.***

www.linkedin.com/in/nataliederderian

Experience

Call Center Manager Patch of Land May 2017-December 2017

Started a call center department of dispatch agents to assist in company productivity

Accomplished dispatch human resource objectives by recruiting, training, scheduling to meet demand, cost/benefit analyses, planning and reviewing compensation actions, disciplining and terminating employees

Created policies and procedures, call monitoring protocols, training material and scripts for staff. Conducted all training in office as well as over the phone and internet with our Texas staff

Tracked and analyzed reports and activity through Ring Central and Sales Force to determine the level of customer service our organization is providing

Lead Management by delegating specific lead campaigns to individuals per company matrix

Identified customer trends and strategized with our marketing team to improve productivity and customer service

Exceeded competitive performance targets for speed, efficiency, sales and quality which resulted in record breaking numbers

Received calls and emails from clients and staff such as mortgage queries, requests, escalations and complaints

Implemented quality assurance and customer service standards

Assisted in creating a culture committee to improve company morale and performance

Call Center Team Lead/ Call Center Supervisor PennyMac February 2015-May 2017

Promoted and sent to Texas to start a department of my own

Relayed all updates and trained 40 agents with the adaptation of those changes

Managed my own team of 10 dispatch agents as well as assisted in the hire of our other teams and their leads

Uploaded delegated lead campaigns into the Five9 dialer and allocated specific leads to agents per reports and matrix results to ensure productivity

Managed Live Chat for company website of 20+ employees and Velocify for entire dispatch staff

Held meetings with other managers, vice presidents and staff to discuss possible changes to company policies and procedures to improve productivity and customer service

Exceeded performance targets for speed, efficiency, sales and quality which resulted in numerous company-wide BEST awards for myself as well as my team

Handled mortgage queries, requests, escalations and complaints

Kept accurate records of discussions or correspondence with customers

Analyzed daily records, reports, statistics and other data of 42 employees to identify customer trends, system improvements and determine the level of customer service our organization was providing

Call Center Agent/Lead Support Specialist PennyMac July 2014-February 2015

Performed outbound/received inbound telemarketing campaign calls

Routed calls and leads within the telephony and lead system appropriately

Ensured data integrity within lead management system

Managed exception processing of various reports

Executive Administrative Assistant & Manager The Corner Cleaners September 2009-July 2014

Generated leads for customer growth and efficiently kept in regular contact with existing agencies

Managed pick-up and delivery of dry cleaning and laundry to homes and businesses for existing clients as well as bringing on new clients as well.

Created weekly/monthly reports on revenue/target management

Recruited, interviewed, and completed background checks in order to select candidates to fill vacant positions. I also conducted all terminations.

Managed advertisements and promotions

Handled all aspects of bookkeeping including payroll, accounts payable and receivable, bank reconciliations, cash receipts and credit card payments

Customer Relations Specialist Rapid Credit Reports, Inc. December 2008-September 2009

Investigated and directed customer credit reporting disputes with the use of internal and external systems and ensured that those disputes are handled in a timely and compliant manner pursuant to the Fair Credit Reporting Act

Received, logged, reviewed and investigated credit reporting disputes in consumer complaints in addition to disputes received through external systems, and responding to account validation requests.

Where appropriate, engaged consumers in telephone discussions to further assess their disputes and if possible, resolved their disputes in a manner that is satisfactory to both consumer and the company.

Rate Lock Specialist Indymac May 2005-September 2008

Answered queue calls to assist brokers/sellers with rate locking all traditionally underwritten loans as well as made any changes or corrections to existing locked loans

Tested all IT and software changes for department

Responsible for maintaining excellent customer service and achieving projected goals

Responsible for approving and applying all pricing concessions, pair offs and making sure duplicate locks were cancelled out

Handled all audits of existing locks and worked closely with e-mits and pricing inquiries to make sure all locks were priced and locked correctly and applied negotiated pricing

Responsible for answering emails sent to rate lock desk via designated email groupings regarding any issues, validations, lock extensions, concessions, etc.

Vendor Manager Indymac September 2004-April 2005

Answered all emails designated for the approved appraisers for IndyMac

Maintained contact with IndyMac appraisers to ensure all information was up to date and approved

Approved and denied appraisers who would submit their packages to work with IndyMac

Managed the customer service call queue for the department

Education

Pasadena High School 2000

California School of medical science 2004

References

Frank Garcia (Previous manager at Pennymac)

************@*****.***

818-***-****