Customer Service Manager
Resume:
Ian D. Tenen
Las Vegas, Nevada 89117
USA
Phone: 702-***-****
Mobile: 702-***-****
Email: *********@*****.***
On the Job
Nextep Processing
Las Vegas, NV
Operations Manager
(March 2014-April 2014)
* Manage new account download and boarding process
* Track company finances and residual payments to sales agents
* Perform sales trainings for new agents
* Attend and participate in sales calls and meetings with high profile clients
* Assist customers with problems and questions via phone, email, and in person
* Complete and file all necessary merchant paperwork and sales agent agreements
* Act as direct liaison between First Data, one of the nation's largest merchant service providers, and merchants
* Review merchant statements and provide competitive pricing quote
* Updating company LinkedIn and Facebook account through writing and positing of articles directly related to the merchant services industry
* Employee and Sales Agent payroll and commission using Quickbooks
* Monthly income reports to ownership using Excel
Elite Corporate Services
Las Vegas, NV
Business Credit Department Manager
(August 2012- February 2014)
*Responsible for overseeing day-to-day operation of Business Credit Department
* Structuring and upholding service standards for over 1,000 company clients, which resulted in high customer satisfaction and retention, zero requests for refunds, and a minimal number of customer complaints regarding service received
* Clients are successfully able to secure substantial vendor, trade, and bank credit through the use of our program
* Individually overseeing client program completion - Responsible for guidance of of 350+ client programs
* When service issues arise, working in conjunction with our Customer Service Team to resolve the problem. This results in a consistently high Better Business Bureau rating as well as an extremely low "charge back" rate.
* Structuring and maintenance of all components of business credit program
* Implementation of business credit lending compliance standards
* Implementation of credit building vendor process procedures
* Designed and established a multi-step credit building process
* Responsible for Program Vendor Relations
* Maintaining contact with 120 plus business credit bureau reporting vendors including hardware, office product suppliers, fuel suppliers, electronics companies, and credit card issuing banks; researching and creating new vendor and bank relationships resulting further client success
* Assisting clients with completion of business credit applications for vendors and credit cards
* Analyzing client's company's business credit reports and providing insightful feedback
* Providing instruction for disputing incorrect payment history with all three major business credit bureaus
* Oversees training of employees inside and outside of the department in current and changing departmental procedures *Training of staff in the use of multiple company databases
* Delegating new clients to staff members
* Creation and maintenance of internal program used by staff to track client success
*Consistent reports to senior management
* Implementation of "up sale" policies for other company products:
* Cross sold company products to help clients meet business credit credit compliance standards
* Helped clients identify other products that were offered through other divisions of company
* Updating company blog and Facebook account through writing and positing of articles directly related to the credit, tax, and incorporating industry. This has resulted in raising our company's web presence and attracting new clients
Ameriprise Financial
Las Vegas, NV
Licensed Financial / Customer Service Agent
(March 2012-August 2012)
Series 7 and 66 Licensing
*Maintained company standards for well informed and thorough client services
*Responsible for incoming and outgoing calls related to account holder inquiries:
*Resolution of basic and advanced customer service issues and working with multiple departments to resolve issues when they arose
*Movement of products and funds:
*Sale of commodities
*Transitioning of of outside accounts and funds into Ameriprise products including active trading accounts and retirement products such as 401ks and 403bs
*Movement of money resulting from sales of stocks, bonds, and other investment products to internal and external accounts
CashCall, Inc Las Vegas, NV
Customer Service Supervisor
(April 2011- October 2011)
* Direct management of a team of 7-10 Customer Service Representatives in a high energy call center environment specializing in the servicing of personal, unsecured loans.
*Ensured the consistency and quality of CSR's work product
*Oversaw adherence to company scripts/protocol for telephone communications at all times including Welcome Calls, Payment Processing calls, and Borrower Inquiry calls:
*Reviews of payment processing tickets for customer loan payments
*Monitored compliance with company and FDCPA (Fair Debt CollectionPractices ACT) policy; FDCPA certification received
*Documentation of all work related injuries
*Confirmed appropriate handling of e mails and faxes by assigned CSRs
*Correct response signatures used for replies to customer e mails
*Processed Cease and Desist requests and Bankruptcy notifications
*Writing and delivering work performance coachings, initial written warnings, and final written warnings for violation of company protocol and performance policies:
*Responsible for monthly performance deliverables on all team members in one on one meetings
*Call monitor reviews
*Account documentation reviews
*Overall performance reviews including the above two items as well attendance, availability, New Bank Campaign successes, and work error ratio
*Inbound calls
*Performed verification and updating of customer demographics
*Completed new customer Welcome Calls
*Answered customer inquiries according to company guidelines
*Processed payments via ACH, check by phone and credit card
*Edited ACH and Check By Phone payment arrangements
*Supported a positive work environment
*Maintained adherence to the "No Complaining Policy"
*Monitored the efficiency of team member time usage
*Adherence to regular schedules as well as lunch and break schedules using ADP online software
*Ensured productive activity during shift using Dataviews phone reporting software
*Staff scheduling with department manager
*Maintenance and structuring of daily call reports using Dataviews and Excel
*Abandoned call reports
*Inbound Call and Agent Idle Time reports
*Management Team Strategizing
*Planning and implementation of strategies to improve CSR performance
*Work load monitoring
*Contest ideas and subsequent implementation
*Responsible for customer satisfaction
*Escalated calls
*Call reviews
*Refund request review and preparation when appropriate
*Account monitoring
*Review of loan document
*Explanation of principle and interest calculation and payment application
Nevada State Corporate Network, Inc. Las Vegas, NV
Business Credit Department Manager
(March 2005- January 2011)
*Responsible for overseeing day-to-day operation of Business Credit Department for 850 business clients
*Responsible for client success in the program including securing trade, vendor, and bank credit
*Designed and maintained 9 week credit building vendor process
*Responsible for Program Vendor Relations
* Maintained ongoing relationships with 120 plus business credit bureau reporting vendors including hardware, office product suppliers, fuel suppliers, electronics companies, and credit card issuing banks; researched and created new vendor and bank relationships
* Resolved Customer Service issues
* Reviewed and delegated service issue files to advisors for follow up/resolution
* Explained program standards and expectations to clients
* Addressed client refund demands
* Composed written refutations of client refund demands based upon contractual agreements (including voice verifications) and written commutations with 90% success ratio
* Maintenance and monitoring of Nevada State Corporate Network and subsidiary business credit reports
* Completed Nevada State Corporate Network company applications for credit
* Making it possible for the company to finance the purchase of various products including office supplies, fuel and electronics; allowing for the leasing of two company vehicles (approximate value: $120,000) solely on the credit of the business, without the need for personal guarantees from ownership
* Maintained company credit profiles and scores
* Ensured consistent integrity of corporate contact information
*Disputed disparities in payment history with business credit bureaus
* Responsible for creation and implementation of department procedural manual
* Oversaw training of 10 employees in new and existing companies procedures, thus assuring high rates of client success and low incidences arising from the services provided
* Trained staff in the use of company CRM database, used for updating client information and tracking client progress
* Implemented business credit lending compliance standards
* Implemented credit building vendor process procedures
* Taught the analysis of business credit reports from credit bureaus including Dun & Bradstreet, Experian Business and Equifax
* Instructed staff how to dispute incorrect payment history with business credit bureaus
* Performed regular staff meetings to review and implement departmental and company policies
* Wrote industry specific articles published in various online resources such as PRLog.org. and thus raising company's online presence
* Ensured Client Compliance standards were followed at all times:
* Researched Secretary of State Filings
* Checked business telephone listings
* Verified web presence of business
* Implemented company upsale policies:
* Cross sold company products to help clients meet business credit credit compliance standards
* Assisted clients with identifying other company products that would be beneficial to their company's overall success
* Delegated new clients to staff members
* Provided bi-weekly staff rationed client success reports to senior management
* Created tracking program for funding received by client companies
Education
June 2003
* Occidental College
* Bachelor of Arts - Liberal Arts - Art History Major
May 1999
*The Meadows School - Las Vegas, NV
*High School Diploma - Honors
Awards and Recognition
* Most Versatile Employee Award (2006)
* Putting the Customer First Award (2006)
* Various letters of appreciation available upon request
Volunteer / Community Service Activity
*The Meadows School Alumni Association: Former Class Agent for the class of 1999
* Responsible for monthly alumni contact
* Communicating information between the Alumni Association and the class
* Keeping the Alumni Association informed of updates in the lives of the alumni
* Carolyn Goodman Mayoral Campaign Volunteer 2011
* Phone bank volunteer
Outside Interests
*Cooking, photography, writing, reading, traveling, and yoga
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