Customer Service Manager

Charles Alfrod

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

Jamaica NY 11432

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

P: 917-***-****

Skills: Microsoft Office Suite, Word, Excel, Administration Management, Supervising (8-13)

Problem Solving, QuickBooks, Negotiation Skills, Solid Decision Making

Great Plains, Lexis/Nexis/ Accurint, AS400, CRM {Salesforce), Call Center (Mid-Large) Call Volume 200-250 daily. Required monthly goals achieved

Experience

Funding Specialist/Sales 09/2015 to 04/2018

ISO- Freelance - New York, NY

Manage a daily queue of customer files with limited supervision or guidance.

Approve loan approvals and denials based on customer loan application reviews.

Interact with customers daily verifying information.

Build relationships with underwriters in order to obtain stipulations and facilitate the funding process.

Develop prospects for new loans by conducting 600-900 cold calls weekly.

Investor Relations/Customer Service Representatives, 09/2014 to 07/2015

AST Fund Solutions – Ridgefield Park, NJ

Educate potential customers about the benefits of our services offered.

Prospect and pitch leads through a soft sell approach while building,maintaining and increasing relationships by 45%.

Investor Relations; Correspond with shareholders answer inquiries to resolve issues, verify proxy information and notify them of the upcoming meetings.

Supervisor to13 CSRs, assisted with resolving issues with shareholders acted as the manager in their absence.

Senior Collector/Funding Specialist, 02/2013 to 08/2014

SBC Financial – New York, NY

Established and maintained effective working relationships to ensure an overall timely collection routine, maintained weekly reports regarding collection activities and progress.

Manager of 7 to 10 employees.

Followed up with merchants regarding their applications status and when needed supported underwriting.

Recovered over $70,000 month over month; resulting in reduction in past due accounts and bad debt.

Handled a high influx of in-bound/ out-bound calls pertaining to the collection delinquent account.

Marketing Specialists, 09/2008 to12 /2012

Self Employed/Consultant – New York, NY

Evaluated new emerging media or technologies and make recommendations.

Managed quarterly campaigns for end user lead generation, communicated progress and execution of campaign tactics with all stakeholders.

Identified, evaluated software for implementing online marketing campaigns.

Provided one on one marketing consultation.

Proposed online or multiple-sales-channel campaigns to marketing executives.

Collections Specialist, 02/2008 to 03/2011

Self Employed/Consultant – New York, NY

Skip Trace methods use to locate delinquent customers.

Persuaded customers to pay past amounts due on their accounts.

Received payments and post amounts paid to customer accounts.

Provided 1st and 3rd party accounts receivable/ collections services to clients.

Constant coordination with customers of different levels of communication, including small business owners.

Education : Alabama State University –

Some College Coursework Completed

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