Customer Service Manager

ROBERT L. MERINO **** Wake Forrest Drive Dallas, TX 75214 214-***-**** **********@***.***

Career Goal To advance within Management and Customer Service, expanding abilities regarding supervision and providing comprehensive order management.

Experience

Wingspan Portfolio Advisors – Carrollton, TX June 2010 to March 2014

n Customer Advocate on special project for large financial intuition (June 2010 - April 2011). Duties included researching customer complaints, using various software for resolution with due diligence, forwarding progress with concise documentation, and composing final resolution client letters.

n Borrower Outreach Specialist on special project for private mortgage insurance company (April 2011 - December 2011). Duties included contacting customers in default on their home mortgage loan, explaining eligibility for home loan modification review, forwarding of necessary documents to initiate modification process, and following through with customer for assurance that documents are returned and submitted.

n Customer Advocate (December 2011-April 2012), with duties as listed above.

n Compliance Analyst (April 2012 – March 2014). Coordinating with Customer Advocates on compliance and completion of banking industry’s required skills trainings. Report to company Senior Vice Presidents and to contracted financial institution.

n References: Jason Dickard, Justin Belter, Rob Shiller and David Payne, 866-***-****

Sonntag, Inc. Englander – Carrollton, TX April 2008 – July 2008

n Digital Screen Press Estimator/Customer Service: Detailed screen press estimating, detailed job ticket and originated job production. Primary contact for customer during production, typically involving daily communication with email and phone.

n References: Stuart Thomas and Gary Springer, 469-***-****).

Integra Color, HMP- Mesquite, TX October 1997 – April 2008

n Account / Production Manager: Detailed job ticket and origination of job production. Organization/charting of all work in progress, re-prioritizing jobs as needed. Implantation of measures to expedite job through each stage of production. Responsible for vending and out-sourcing when necessary to assure customer satisfaction. Responsible for adjusting/approving “proof/prototype” of product. Primary contact for customer during production, involving daily communication by email, phone and on-site visits. Worked closely with production crews in producing final product to customer’s satisfaction. Responsible for guaranteeing shipping product on time.

n References: David Pratt, Tim Peterson and Mark Jenkins at Integra Color, 972-***-****.

Moore Graphic Services – Carrollton, TX August 1993-October 1997

n Customer Service-Digital Department: Job production in commercial and digital printing. Expedition of production, organization and monitoring of work in progress with alteration as needed. Vending/outsourcing for customer satisfaction and quality outcome.

References: Jeff McCormick and Clark Smiley, 214-***-****

Strengths

Self-motivated and diligent, driven toward advancement. Excellent people, organizational and communication skills. PS skills include Windows, MS Excel, PSI, Hagen, Seibel, AS400.

Additional references available upon request

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