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Customer Service Manager

Monterey, CA
October 22, 2018

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

Salinas, CA 93908


Accomplished business management professional with progressive track record of successful strategic and tactical leadership. Visionary that employs an energetic and positive attitude, with a steadfast commitment to excellence. Expert in developing high performing client facing teams, creating operational efficiency, and achieving outstanding results. Entrepreneurial leadership style with highly effective planning, organizational, and communication skill sets, as well as a solutions- oriented approach with a focus on accountability.


• Leadership / Staff Development • Process Optimization

• Project Management • Budget / Cost Reduction

• Transactional Management • Reporting

• VOIP/ACD Call Center • Training Programs

• Technical Data Analysis • Procedure Writing

• Regulatory Compliance • Human Resources


Plastic Dress Up – South El Monte, CA August 2014 – September 2017 International Wholesale Distribution Company

Customer Service and Foreign Sales Manager

Direct all aspects of High Volume Customer Service team responsible for order processing, logistics management, and foreign sales within a high volume call center environment.


Implemented performance based sales program that resulted in increased revenue by more than 300% over first two years. Designed and implemented a comprehensive training program. Created detailed standard operating procedures that raised skill set of staff. Reduced departmental errors each year while improving productivity and efficiency key performance indicators. Successfully transitioned 30 year old call center system to VOIP PBX system (xbp), enabling metric based performance management, quality control, coaching, along with remote capabilities.

ITC, INC. – Los Angeles, CA October 2012 – May 2014 Full-Service Internet Marketing Firm

Operations Director

Oversee all company employees, including Sales, Client Relations and operations. Project Management for digital marketing campaign strategies for branding, on-line paid advertising, search engine optimization, reputation management, social media management, video production. Recruit and train all staff. Achievements

Implemented monthly campaign reports for all clients that added transparency and improved client retention. Rolled out task management system (Basecamp) and developed operational processes that eliminated lost work, created accountability, and reduced project turnaround times. Developed sales lead management process and implemented CRM (Highrise). Led team to increase client retention and sales contracts by more than 50% within six months. LPS, INC. Pasadena, CA September 1999 – August 2012 Publicly traded company providing technology and outsourcing services to mortgage lenders and servicers. Market Cap $2.24 billion Assistant Vice President (Oct 2004 – Aug 2012)

Operations Manager (June 2000 -Oct 2004)

Call Center Supervisor (Sept 1999 – June 2000)

As Assistant Vice President, lead the day-to-day operations of a division of 155 staff members with offices in California, Texas, Florida and virtual staff in locations across the country. Additionally, coordinated outsourced operations in India and the Philippines. Managed Customer Service Call Center, Research, Administrative, and Distribution teams.

Leadership Achievements

Development of independent management team and staff that consistently exceeds key performance indicators. Mentored leaders and staff with a focus on accountability and efficient work processes. Maintained an annual staff retention level of 95%. Coordinated the relocation of divisional operations from the San Francisco Bay Area to new facility in Southern California. Direct responsibility for start up implementation in new location, including space planning, supply/ equipment sourcing, recruiting, and training of all initial staff members. Process and Technology Engineering Achievements

Effectively re-aligned business units and re-engineered business processes that developed cross-functional synergies. Identified key performance indicators, and implemented metric standards for production and quality, and created procedures for each business unit.

Business Development/ Retention Achievements

Successful on boarding of high profile clients Ameriquest, EMC, and Specialized Loan Servicing. Participated in creation of service level agreements, and statement of work. Presented client presentations on processes, services, and technology leading to increased business and revenue. CERTIFICATIONS

Privacy Issues under Gramm-Leach-Bliley Act (GLBA) Fair Credit Reporting Act (FCRA)

Business Code of Conduct


90-91 Diablo Valley College – Pleasant Hill, CA

89-90 University of Utah – Salt Lake City, UT

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