Sign in

Customer Service Office Manager

Somerset County, NJ
November 13, 2018

Contact this candidate


Debbie Fraser

Communications Management Specialist Customer Engagement Strategist

: 562-***-**** Central NJ Area :

Professional Profile

Applies 30+ years of invaluable experience within diverse customer-centered environments to establish growth strategies and deliver greater value to the customer and organization. Utilizes communication management to drive operational efficiency and provide supportive collaboration with clients and staff through all levels. Delivers consistent documentation and reporting focused on customer service requirements, operational policies and long-term profitability. Assists in development of current vision by aligning departmental strategies to corporate objectives through lessons learned to improve operational effectiveness.

Enhances business and client service delivery through targeted communication.

Builds brand awareness, promotes product benefits, and develops the product's overall marketing ability.

Guides onboarding, training and coaching of products and services offered and creates staff schedules.

Evaluates difficult situations, handling exceptions, and making quick decisions for service needs and team growth

Adopts, designs and fulfills industry best practice initiatives, resulting in creation of effective and efficient SOPs.

Quantitative thinker with strong qualifications and understanding of the right metrics for the financial industry.

Motivated by knowledge sharing, displaying concern for high-level service delivery that is custom to each situation.

Applies functional planning to develop high-performance support teams, driving sustainable growth and profitability.

Identifies inefficiencies within departments and staff, providing communication for practical solutions, areas of weakness, and corrective measures.

Consistently challenges conventional wisdom through initiation and execution of change management strategy, to include redesign of current infrastructure that establish and integrate upgrades and workflow optimization.

Technical Qualifications: MS Office Suite, Fiserv, Symitar, FDR, STAR

Areas of Expertise:

Management Level Communication

Operations Management

Change Management

Project Management

Conflict Resolution & Negotiation

Regulatory Compliance

Staff Development & Engagement

Resolution of Complex Business Issues

Business Forecasting

Work Experience

AVP Manager Phone Center, Financial Resources FCU, Bridgewater, NJ Dec 2017 to Jun 2018

Served as a mentor and motivator for a team of 10, communicating business reviews and departmental reporting to management units.

Day-to-day focus targeted execution of change and transformational management that leads to improved efficiency and effectiveness of short- and long-term roadmaps.

Direct human resource support including timesheet processing and call center attendance.

Cross-train client service and engagement team in opening of accounts/loans/credit cards, ITM machine functions, process mail payments, ensuring a streamlined and optimized system that delivers best in class service delivery.

Manage monthly/daily schedules for center operations, to include optimum coverage of call volume while forecasting volume of work and developing project schedule, ensuring appropriate staffing levels.

Review documentation and reporting with cross-functional lines; maintain corporate processes and quality of work within the department.

Formulate ways to minimize issues within client relations, ensuring compliance for quality assurance feedbacks and communication logs.

Selected Achievements:

Played an integral role in leading team in meeting goals for service, sales of products, speed of answer (75% in 20 sec) and abandonment rate (5% or less dropped).

Provided oversight for key company-wide initiatives, introducing plans and program administration to build consensus across functional areas, establish benchmarks and metrics, and monitor and report results.

Streamlined the need for paper requests by implementing paperless transaction procedures.

Configure operations and financial policies to corporate requirements, KPIs, and regulatory requirements.

Deliver services to budget through development, tracking and control of annual operating and capital resources.

Respond to a 30% level of incident management, supporting the local and domestic operations team and driving troubleshooting within the customer service roadmap.

Elevate client relations by establishing credibility, discerning needs, providing appropriate recommendations and leveraging services.

Created and integrated contingency planning to ensure coverage during staffing shortages, reducing expenses and increasing effectiveness of the department.

ISC Specialist II, SchoolsFirst FCU (formerly OCTFCU), Santa Ana, CA Jul 2006 to Nov 2017

Supported branch and phone center operations, providing direction for solutions and options management, research, error tracking, exceptions and escalated calls.

Defined and executed exceptional customer service and engagement strategy, with focus on oversight of inbound calls activity to ensure compliance with client expectations and overall process integrity.

Partnered with senior leadership and business teams to maintain customer service center workflow, resulting in increased productivity.

Analyzed and generated reports on metrics of the customer service team using results and statistics to perform targeted analysis and comparisons based on previous data.

Provided solutions for check holds; processed levies, POAs, deceased accounts, trusts, vesting changes; completed fiduciary account review.

Selected Achievements:

Recognized recipient of 10 service and leadership awards and numerous service nominations.

Steered one-on-one training for daily processes and world class service expectations.

Interpreted internal/external policies and regulations to complete requests beyond the standard operating procedures.

Created, tested and wrote procedures for new products and services that enhanced existing service workflows.

Tracked issues, errors and system complications to identify the root cause and implement mitigation in collaboration with appropriate departments.

Earned positive evaluations from clients, which led to the appointment as point of contact for new customers.

Built positive relationships, resolved complaints and provided outstanding service as part of brand integrity and growth.

Missionary Leader, Church Resource Ministries, South Africa Nov 2002 to May 2006

Led cross-cultural, on-site training sessions within a classroom setting.

Oversaw bookkeeping, AR/AP and banking needs of the site.

Developed partnerships with local ministry sites and organizations, serving in alliance to promote the mission vision and increase community awareness and involvement.

Mentored emerging leaders through in-person meetings that focused on review of current challenges, professional and personal growth and progress and spiritual check-in.

Additional Work Experience:

Bookkeeper & Children’s Ministry Leader, Canyon Hills Church, Mission Viejo, CA Dec 1995 to Nov 2002

Branch Manager, OCTFCU, Santa Ana, CA Jun 1994 to Nov 2002

Education & Professional Development

Bachelor of Science in Finance, New York Institute of Technology, New York, NY 1990

Contact this candidate