Customer Service Manager
Resume:
MICHELLE T. MARROW
Washington, DC 20019
**************@***.***
SUMMARY
Innovative Manager who effectively executes process changes to improve
operational efficiency. I am results-oriented with a diverse
background in call center protocol, finance and customer service
management. Dedicated to providing excellent customer service and
making operational and procedural improvements to increase customer
satisfaction, drive additional revenue and improve productivity and
service quality.
PROFILE
* Extensive background in Accounting, Collections, Customer Service
and Call Center Management Operations
* Extensive experience in Business to Business and Consumer
collections
* Experience managing receivables in access of $15 million dollars
* Maintain and exceeded service level goals, my call center average
success rate exceed 95% with the goal set at 80%
* Twenty-six years as a Professional, eighteen years' experience in
call center and customer service protocol and fifteen years
management and collections experience
* Proficient in the use of accounting and spreadsheet software
including, Excel, JD Edwards, Quick Books, Epicor, AS400, Oracle,
Deltek Cost Point, Great Plains, People Soft, Advantis and Navision
* Strong ability to identify, analyze, and solve problems
* Loyal, ethical, hard-working, and self-motivated individual
PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
Alexandria Renew Enterprise July 2012 - Present
Customer Service Manager Alexandria,
Virginia
. Facilitated meetings with staff, executives and partnering
companies to ensured accurate data was captured to meet contract
specifications and analyze reports
. Developed and managed terms of Request of Proposals (RFPs)
. Tracked and forecasted the day-to-day call volume of a call center
averaging 200 plus calls per day
. Developed and coordinated the rollout and implementation of new
policies and procedures
. Tracked daily, weekly, monthly and quarterly production results and
monitored aging reports Drafted and collaborated on the
implementation of the Standard Operating Procedures (SOPs) for
project operations
. Traveled extensively to monitor and evaluate employee performance
to ensure quality customer satisfaction, maintain organizational
goals as well to ensure partnering companies' meet contract
execution goals
CoreLogic SafeRent May 2005 - July
2012
Collections Manager Rockville,
Maryland
. Managed and allocated monies in monthly financial reports,
contracts and accounts that generated a net profit from $5 million
to $15.6 million
. Decreased department delinquency and bad debt with a 85% success
rate -- offered fair and equitable account resolution and
settlements; negotiated settlement offers
. Evaluated customer portfolios, developed and prepared credit memos,
and collection strategies; and made account adjustments and
performed various audits
. Reconciled customer billing -- analyzing collected revenue and
applying cash receipts
. Tallied collected cash and delinquency averages; analyzed
delinquent accounts and recommended legal actions
. Researched, analyzed and reconciled multiple ledger accounts for
misapplied payments
. Maintained purchase order records and prepared reports for vendor
payouts
Lanier Worldwide May 2005 - May 2007
Collections Supervisor Owings Mills, Maryland
. Researched, studied and retained federal and local regulations
associated with air carriers' responsibilities to ensure that
disable consumers' rights were not violated, Fair Credit Reporting
Act to ensure companies were in compliance with set law as well as
general rate, rule and regulations
. Facilitated monthly training and ensured collection practices and
procedures were in compliance with federal, state and local laws
. Monitored the performance of staff as they interface with the
public to ensure the quality of their support
. Trained collection agents to meet bad debt, aging, churn and
customer satisfaction goals
General Dynamics Fairfax, Virginia
Customer Service Supervisor July 2001 - May 2005
. Interviewed potential employees on a monthly basis
. Trained and monitored new and existing employees on call center
protocol and collection practices
. Participated in career advancement seminars and job fairs to
recruit prospective employees and to disseminated product/service
information
. Resolved escalated calls from upset, irate and unsatisfied
customers
. Completed yearly performance appraisals for a staff of six-five and
salary justification
Additional Employment Affiliations:
Federal Bureau of Investigation Department of Navy
SBC Global Communications United Parcel Service
Education:
Contemporary Business & Accounting
University of the District of Columbia, Washington, D.C.
Computer Skills:
TTY/TDD Machine, Microsoft Office Professional (Word, Excel, and Power
Point), Microsoft Project, ACD Systems (Davox, Macrocell, Telegence,
Mosaix, Customer Suite), SharePoint 2010, Data Entry- 10,000
Keystrokes, 65wpm, Internet and Intranet Technology
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