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Customer Service Manager

Southaven, MS
October 05, 2018

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Dessery Smith

**** *** ** * ***. **-*** Southaven, MS 38671

Mobile 901-***-****



Seeking a management level position within a progressive, global, corporate environment whereby I can contribute my leadership, strong work ethic, diverse employment history and the ability to learn and master new tasks quickly and efficiently.


Master of Art in Business & Organizational Security Management

Webster University

Saint Louis, Missouri

May 2007

Master of Art in Business Administration

Webster University

Saint Louis, Missouri

May 2004

Bachelor of Business Administration with Honors Distinction

LeMoyne-Owen College

Memphis, Tennessee

May 1997


Possess over twenty-four (24) years’ experience in analytics, management and all facets of customer service operations

Lean Six Sigma (Green Belt) Certification; experienced leader and team player with the ability to train, motivate and manage others

Skilled in all Microsoft Office applications (Word, Excel, PowerPoint, Outlook and Access)

Skilled in Quark Express, Dun & Bradstreet credit and financial software

Demonstrated leadership abilities, strong analytic problem-solving skills, and exceptional communication and interpersonal skills

Capable of managing multiple tasks simultaneously with great attention to accuracy and detail

Trained and Coached various teams

Manager Residential Property


Adjuster- All lines (Texas, Georgia and Florida 620 license (Appointment))

Responsible for receiving, interpreting, and processing insurance claims in the event of an accident, emergency, or medical issue. The job description of a claims adjuster involves detailed knowledge of the insurance industry and an ability to comprehend a variety of different legalities within insurance policies.

Dessery Smith

4740 Hwy 51 N Apt. 25-202 Southaven, MS 38671

Mobile 901-***-****



Memphis Academy of Nursing Assistants

May 2018 – through Present

Office Manager (Part-time)

Organize office operations, preparing payroll, and monitoring clerical functions.

Hunter Fan Company, Memphis, TN

July 2014 – April 2018

Credit and Collection Manager

Provide direction and leadership to the credit department. Responsible for the ensuring client payments are received and accurate based on the invoices for all our customers. Lead various projects to develop and market company’s business. Reconcile differences between the invoice and the payment and resolve the differences in a timely manner. Responsible for client communication and ensuring overall customer satisfaction by working with the client, marketing, legal and other areas as needed. Implemented a contingency plan for the critical functions of the accounts receivable team by ensuring everyone was successfully cross-trained. Cleared the Accounts Receivable Aging Report of hundreds of old debit and credit invoices by researching and resolving collection and billing issues. Improves customer relations by implementing regular follow-up with clients allowing them to provide timely feedback on our services.

AS Hospitality, Memphis, TN

November 2013 – July 2014

Director, Client Services & Credit and Collections

Developed and implemented procedures pertinent to the effective and efficient operation of the Customer

Service and Credit Department. Monitored programs and procedures to ensure on time delivery and customer satisfaction. Set performance standards to meet service goals of company. Coached client services team in order to ensure the achievement of high performance. Structured the training agenda for all department members. Measured customer service representative’s performance and was influential in all employment decisions. Provided feedback to the company regarding service failures and/or customer concerns. Provided feedback to the operations team to ensure all customers had accurate information on order statuses and alerted them to all changes. Worked continually towards self-development to stay

current on customer service, sales and supervisory procedures & practices. Assisted customer service representatives in troubleshooting orders that required special handling. Responded to customer inquiries and problem solving in a professional and effective manner.

AS Hospitality, Memphis, TN

October 2004 – November 2013

Manager, Credit and Collections

Manage all credit and collection functions for the business. Performed credit checks and approved all credit limits for new customers while providing alternatives for high-risk companies. Coached and mentored customer service representatives and generated positive team dynamics through strong leadership, organization and interpersonal skills. Spearheaded the development, improvement and refinement of credit policies, procedures and strategies to enhance the company's risk management platform. Supervised the day to day collection and account reconciliation activities.

Dessery Smith

4740 Hwy 51 N Apt. 25-202 Southaven, MS 38671

Mobile 901-***-****



Remington College, Memphis, TN

June 2005 – August 2005

Adjunct Instructor

Planned, prepared, and conducted introductory Microsoft Applications course to Remington’s newest students. Created, organized, and instructed a course manual to acquaint students with the usage of all Microsoft Applications; specifically, Word, Excel and PowerPoint. Initiated interactive activities that furthered understanding and created a positive learning environment. Encouraged students to achieve their goals through open communication, positive feedback, and support.

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