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Customer Service Manager

Kirkland, Washington, United States
May 08, 2019

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Richard Gates

Contact Information: Cell 206-***-****) email address (

Summary of Qualifications:

•Exceptional communication skills, customer focused, motivated and independent

•Strong analytical, problem solving, strong negotiating & conflict resolution skills

Employment History:

GFK Management - Association Manager (March 2016 – April 2019)

Duties: Facilitate property maintenance requests and coordinate with vendors to service requests

Locate and perform background checks and facilitate use of new “Service Providers”

Gather and present bids, activate projects and monitor to completion

Develop and maintain good working relationships with COA/HOA Associations

Attend Condo Association Board Meetings (COA/HOA)

BelRed Energy - Customer Service Manager (September 2014 – March 2016)

Duties: answer phones, schedule service appointments and oil deliveries to accommodate urgent needs

process payments and coordinate sales calls with customers for new equipment

Sound Oil - Customer Service/Account Receivables (October 2012 – September 2014

Duties: proactively managed accounts to maintain low delinquency rates, determined account strategies and collection options, negotiated timely and achievable solutions, documented and organized activity,

ensured a smooth transition of customers from Olson Energy to Sound Oil, aided in dispute resolution, scheduled heating oil deliveries and service calls for maintenance and emergencies

Olson Energy Service - Credit/Collection Specialist (September 1995 – August 2014)

Duties: manage credit portfolio (oil, gas, equipment purchases) throughout its lifecycle, customer service, performed initial and periodic credit analysis, resulting in sound credit decisions, establish and maintain internal/external customer care that ensured highest degree of customer satisfaction, monitor customer accounts to ensure timely collection and negotiated deadlines were met and to ensure low portfolio delinquency rate while maintaining timely and accurate records, developed escalation timeline and negotiated realistic and achievable solutions, backed up Service Manager (dispatching, routing technicians) and Oil Dispatcher (scheduling deliveries, routing drivers), helped to perform bank deposits, service & delivery schedule, customer service, training, represent company at Home Show booth

Knowledge, Skills and Abilities:

Microsoft Office Suite (Excel, Word, Outlook), familiar with general credit and collection laws (FDCPA)

Excellent oral, written and client resolution skills, proven ability to develop and maintain positive relationships with customers, ability to prioritize, and to work independently and as a team player

Education: Degree in Business Administration

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