Customer Service Manager

Mary B. Repine

**** ******** **. ** • Lilburn GA 30047

cell 770-***-**** • ********@*****.***

Career Profile

Experienced business professional with proven track record of innovative thinking, performance

improvement and driving for results. A committed learner with a positive attitude, passion for the

customer and desire to take on new challenges. Dynamic, self-starter with “take responsibility” spirit,

interpersonal, analytical and organizational abilities.

Areas of Expertise / Skills and Knowledge

Customer Service Excellence Call Center Experience

Excellent communication skills Team Management

Adapts to changing environment Vendor and Application Support

Organizational skills Technical Troubleshooting

Web Ex Facilitation Training Microsoft Windows 2000/XP/7/8

Professional Experience

BANK OF AMERICA CORPORATION; ATLANTA, GA. 1978 – 2014

QUALITY ASSURANCE TEAM MANAGER (2013 – 2014)

Managed a globally diverse team of 6 for Quality Assurance Validation ticket review. Maintained the

health of the network and security services reporting database.

• Refined and documented team training to streamline and reduce training time by 50%.

• Developed Vendor training and set expectations for 9 network vendors.

• Mentored and coached team and Vendors to the standardization of ticket quality review.

• Established monthly reporting and analyzed trends to reduce ticket exceptions by 10%.

• Collaborate with Vendors to develop, implement, and refine ticket quality programs.

• Drive and tracked operations compliance and process improvement for all Vendors.

RELATIONSHIP MANAGER (1999 – 2013)

Vendor Liaison providing support to field technicians and Tier 3 Support for hardware installation and

repair. Interfaced with business partners identifying and reporting issues with applications.

• Provides relationship management, servicing and technical assistance to resolve complex,

unique client and partner bank requests.

• Provided after hour support to Held Desk and Banking Centers personnel.

• Monitor weather and impact to 6000 banking facilities.

• Project engagement for roll-out of new equipment and initiatives affecting banking centers.

• Developed Dispatch manual and scripts for technical support.

• Reviewed and responded to Daily Pulse Survey, providing personalized customer service while

following up on all negative responses to resolve issues.

• Supported Banking Centers and Control Room for all Integrated Release software changes.

Mary Brickhouse Repine – Page Two

TECHNICAL TEAM LEADER (1997 – 1999)

Managed a team of 12-15 1st level call center associates for technical issues. Maintained goal of first

call resolution for banking center system and hardware issues to mitigate customer impact.

• Provided side-by-side and monthly 1-on-1 reviews with each associate to determine strengths,

weaknesses and provide coaching where necessary in meeting team and department goals.

• Responsible in the hiring process, performance and action plans for associate growth.

• Worked closely with other Team Leaders and Team Manager of department goals as it related

to Key Performance Indicators and performance factors.

• Created tracking documentation for associate and team statistics.

SENIOR TECHNICAL ANALYST (1995 – 1997)

Provided first level phone support in a Call Center environment to Banking Centers; providing excellent

customer service for policy and procedures as well as technical support and resolution.

• Answered technical questions to solved customer issues while operating support line.

• Worked with 2nd level technical staff for problem determination and proper escalation to meet

Service Level Agreements.

• Worked with external vendors and support teams on escalation and closure of infrastructure

issues.

• Supported all desktop, email and web applications, hardware, software and network related

issues.

PROJECTS (1994 – 1995)

PROCESS REVIEW OFFICER – Transitioned the local office to the national loan headquarters after the merger

with NCNB; reviewing each file for complete documentation.

LOAN REVIEW OFFICER – Reviewed previously declined loans to determine if the loan could have been

made using non-traditional credit methods.

LOANED EXECUTIVE, UNITED WAY - Managed a team of six, making cold calls to small businesses, scheduling

meetings to present the United Way message.

BRANCH BANKING (1978 – 1994)

• 1978 - Began my career as a Paying & Receiving Teller.

• 1980 - Cross-trained on all roles and moved to a Travel Team supporting the Banking Centers.

• 1985 – Personal Banker providing excellent customer service to meet client needs.

• 1987 – Operations Manager responsible for internal audits and operational procedures.

• 1990 – Loan Officer met or exceeded monthly sales goals for loan products and new accounts.

• 1992 - Assistant Manager responsible for operations and a staff of 11 associates.

• 1993 – Sales & Service Manager opening a new banking facility.

Education and Professional Training

CLAYTON STATE UNIVERSITY, ASSOCIATE OF ARTS – Early Childhood Education

Lean Six Sigma, Yellow Belt Certified

Awards & Activities

Bank of America's Global Recognition 2008/2009/2010/2012

Bank of America's Service of Excellence Award 2005

Bank of America's Team Service of Excellence Award 2002

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