Customer Service Manager

Location:

Denver, CO, 80216

Posted:

January 17, 2019

Contact this candidate

Resume:

Stephanie Ortiz

Professional

Denver, CO *****

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

720-***-****

Over 15 years customer service experience Over 8 years Experienced coordinator, facilitator, and supervisor Knowledgeable in MS Word, Excel, PowerPoint Excellent interpersonal skills including the ability to form and maintain productive working relationships with all levels in the organization Excellent problem solving skills Excellent oral and written communications skills Strong proficiency with Microsoft Office Suite and Google Apps Excellent organizational and multi-tasking skills Ability to learn and apply personnel rules, procedures, processes and concepts Ability to work with a diverse constituency Ability to exercise discretion in highly sensitive personnel matters Ability to resolve conflict Ability to organize, plan, and prioritize work Ability to work closely in a team environment Authorized to work in the US for any employer

Work Experience

Loan Processor

Rocky Mountain Law Enforcement Federal Credit Union - Denver, CO May 2018 to November 2018

My goal is to help qualified applicants obtain loans in a timely manner and protect our organization's credibility. My duties and responsibilities included analysis, appraisal and evaluation of loan applicants, as well as writing and finalizing contracts.

Teller/Member Service Representative

Rocky Mountain Law Enforcement Federal Credit Union - Denver, CO February 2018 to November 2018

Open and close the branch.Maintain the vault

Organized and removed files that had been held in the branch for too long. Implement a branch cash journal to determine trends associated with branch cash needs to monitor and maintain branch limits.Assist members with their financial transactions, involving paying and receiving cash and other negotiable instruments. Assist members and potential members with their credit union needs directly and through other representatives. Effectively explain and refer credit union products and services and build relationships with new and existing members. Open new accounts and maintain existing accounts. Respond to problems in a timely manner and direct members to the appropriate people as needed. Cross sale above monthly requirements.

Exceeded branch customer service goal by greeting customers by name.

Identified customer needs by viewing their profile and referring customer to bank products.

Processed on average over 2000 customer transactions monthly.

Provided guidance by assisting other tellers by using in-depth product and policy.

Accurately balancing Coin and Cash Vaults daily.

Responsible for ordering currency weekly and prepared shipment.

Efficiently processed Cashier Checks, Money Orders, Savings Bonds, Travelers Checks and Foreign Currency and prepared shipment.

In charge of balancing, processing, and any maintenance issues that the ATM machine may have.

Responsible for printing and filing reports as required Warehouse Supervisor

ARC Thrift Stores - Denver, CO

January 2015 to January 2017

Achieve high levels of customer satisfaction through excellence in receiving, identifying, dispatching and assuring quality of goods. Measure and report the effectiveness of warehousing activities and employees performance. Organize and maintain inventory transactions accuracy. Communicate job expectations and coach employees. Determine staffing levels and assign workload. Interface with customers to answer questions or solve problems. Maintain items record, document necessary information and utilize reports to project warehouse status. Identify area of improvement and establish innovative or adjust existing work procedures and practices. Confer and coordinate activities with other departments.

Facilities and Trucking Coordinator

ARC Thrift Stores - Denver, CO

September 2010 to January 2015

Manage administrative duties for the department, including purchase orders, tracking, and correspondence, weekly expense reports, monthly expense reconciliation reports, emails and invoices with vendors and store relations, daily data entry. Customer Service Rep/ Relief Supervisor

ARC Thrift Stores - Denver, CO

February 2007 to September 2010

Investigate customer's problems and find solutions, communicate with customers via phone, email or letter. Hire, train, and terminate customer service agents. Provide scripts to read from during phone calls, handle major incidents that cannot be resolved by agents. Resolve complaints and order issues. Ask customers to provide feedback on agents and customer service experience. Analyze data and statistics. Isolate and identify areas of improvement. Supervise customer service managerial staff Account Manager II

TMG Marketing - Denver, CO

April 2004 to February 2007

Account Manager

As an account manager, I assumed all responsibility for a number of advertisement accounts, overseeing the work of account executives; I was the key person in charge of budgets and administration.

Generate sales for a portfolio of accounts and reach the company's sales target and Identify new sales opportunities within existing accounts to remain a client-account manager relationship by up-selling and cross-selling:Manage and solve conflicts with clients Interact and coordinate with the sales team and other staff members in other departments working on the same account

Establish budgets with the client and company

Meet time deadlines for accounts

Education

diploma

John F. Kennedy High School - Denver, CO

1998 to 2002

Skills

Microsoft office, Microsoft excel, Microsoft word, filing, client relations, supervisory, typing 50 WPM, Correspondence, Data Entry, Telephone (9 years), Credit Union, Call Center, Customer Service, Bank Teller, Loan Processing

Awards

The Exceptional Assistant

Microsoft Excel 2007/2010: Beyond the Basics

Employee Of the Month

Service Anniversary Award

Member Confidentaility