Customer Service Project Manager

Terri A. Eves *** W. Stark Road

Seagoville, TX **159

469-***-****

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

Customer Service, Office Management, Event Scheduler/Planner

Passionate customer relations professional ( Skilled negotiator ( Tenacious

problem resolution specialist

( Process improvement expert ( Disciplined, self-reliant project manager (

Community organizer ( Relationship Builder

Customer Service/Process Improvement: Utilize organizational and project

management skills in restructuring customer service models. Collaborate

with company leadership and owners to identify, develop, communicate, plan,

and implement processes that increase efficiency/excellence while

increasing customer satisfaction. Follow up to ensure effectiveness; make

changes as needed to maintain a continual relationship

improvement/satisfaction margin.

Proven Track Record: Consistently utilize critical/objective observation

skills to identify issues and improvement ideas. Skilled in

building/rebuilding efficient and effective customer service and office

management processes. Employ leadership, planning, relationship building,

and negotiation skills to identify and resolve new and existing issues.

Apply disciplined follow-through methodologies to ensure smooth

projects/processes flow.

Selected Achievements and Skills

. Customer Service Leadership: Maintain a positive relationship with

bank/finance clients and debtors while managing vehicle recovery process.

Prepare condition reports, locate debtors, and update clients on

progress; greet and assist debtors in recovering personal articles from

vehicles. Build strong phone/professional customer relationships.

Manage and track orders, follow-up with customers to ensure receipt of

goods purchased, discuss returned materials. Assist customers with

billing questions, payment problems, and questions. Handle elevated

customer service issues/complaints. Schedule processes/appointments with

potential and existing customers for multiple locations.

. Skilled Process/Project Management: Manage heavy phone activity,

customer service, office administration : order supplies, maintain

payroll, A/P & A/R, insurance enrollment/claims, tenacious follow-up for

collections, web administration, expense reports, time sheets, inventory

control, parts replacement/repair orders, building maintenance, and

community involvement).

. System Revitalization: Develop, improvise, and implement system for

efficient management of vehicle recovery process. Create scheduling and

management system to input and track new assignments, client updates,

condition reports on repossessed vehicles, accountability process to

ensure legal inventory, itemization, removal, and temporary storage of

personal effects. Setup and manage process to negotiate surrender of

vehicle when possible, and locate missing debtors in extreme

circumstances.

. HR/Benefits Support: Manage insurance enrollment, healthcare claims

issues, 401(k) plan administration. Maintain HRIS (insurance enrollment)

process.

. Marketing, Creative and Technical Support: Gained needed skills and

knowledge to manage internet process for approval of new customer

accounts, payment problems, distribute credits for over charges, and

frequently asked questions. Communicated upcoming news/business process

improvements; handled online customer complaints and reset customer

passwords as needed. Created full color digital and print tool

maintenance manuals.

. Skilled Desktop User: Highly skilled in Microsoft Office, and multiple

accounting and database systems.

Career Overview / Entrepreneurial and Corporate Experience

. Cottonwood Financial - Irving, TX. Remarketing Assistant 2010 -

present

. Banker's Recovery Service - Garland, TX. Client Services and Office

Manager. 2008 - 2010

. King Architectural Metals - Dallas, TX. Sales/Customer Service

Associate. 2001 - 2008

. Knight Industries, Inc. - Auburn Hills, MI. Office Manager 1998 - 2000

. Exam Management Services, Inc. - Dallas, TX. Customer Service 1996 -

1998

. Connecticut Mutual/New England Life- Dallas, TX. Administrative

Assistant/Qualified Plans 1985 - 1996

Education

. Currently Enrolled - Dallas Community College District. Planned

graduation date 2014 with a degree in business.

. Completed Life Office Managers Association Course. 1998.

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