Customer Service Manager
Resume:
Jobeth Marie Rose
*** **** **** ***** *** *** Oshawa, Ontario L1J 4L8
**********@*****.***
I have been involved in the customer service field for over 10 years. My current position is
a Customer Service Supervisor at a financial company and have held my position with them for
the past few years. Previous to that I was an Assistant/Training manager at a food restaurant and
held that position for nearly 10 years. I am friendly, hardworking, a quick learner and can multi
task efficiently. I believe I would be an asset to your company because I enjoy working with
people both in person and over the phone. I am organized, follow direction well, and have
excellent customer relation skills. I always enjoy learning something new and I adapt well to
change. While searching for new career opportunities I found this position online and believe I
am a good candidate as I enjoy working with others, have a friendly demeanour and enjoy the
customer service field. I have always enjoyed being part of a team, but I am also capable of
working independently when required.
I have been responsible for teams of up to 20 people. I have assigned tasks and delegated
duties to staff accordingly. I prepare reports weekly and maintain daily audits to ensure duties are
being done accurately and efficiently. I have succeeded in conflict and complaint resolution and
have great consideration to customer requests. I currently manage the collection/customer
service and insurance teams for a financial company, and have been successful in reducing
accounts receivables by roughly 88%. I have the ability to communicate in a clear and concise
manner and have the experience in assessing information and determining appropriate steps and
course of actions for each account. I am responsible for a team of 15 people, thousands of
customer accounts, weekly reports and files both physical and electronic. I liaise with senior
management on decision making with respect to changes and further developments in the
customer service/collections department. I currently drive from the Durham region area to
Toronto. I hold my G license and travel would not be an issue.
You can reach me during the day and evening time at 289-***-****. Thank you for your
consideration. I look forward to hearing from you.
Sincerely,
Jobeth Marie Rose
Enclosure: resume
JOBETH MARIE ROSE
#102-200 Park Road N. Oshawa, ON L1J 4L8 **********@*****.***
Professional Profile A customer care professional with over ten years’ experience including over five
years directly related managerial experience within the private financial sector
and a strong desire to build a long term career.
Professional Customer Service and Managerial Skills
Accomplishments Over ten years of excellent customer care delivered to clients acknowledged
by supervisors and managers; awareness of alternate solutions and formats,
conflict and complaint resolution, service delivery options and attentiveness
to client requests with great consideration to diversity.
Strong customer care skills which includes response to clients within 24 hour
time frame, escalation to a 48 hour time frame, and an exceptional customer
complaint resolution record.
Assisted in customer retention through awareness of alternative solutions,
research of alternative formats, and eventual rollover of accounts to
settlement and new accounts; reduced accounts receivable by 88.6% within
8 months.
Managed operational activity of a thirty person, high volume customer
service and collections department.
Communication Skills
Ability to communicate and consult in a clear and concise manner through
experience in assessing information, and determining the appropriate course
of action; ultimately compiling respective reports and required
correspondences.
Connections made with customers, employees, suppliers, reporting agencies,
government institutions and confidence communicating with entire
stakeholder community.
Extensive experience conversing with stakeholders in person, over the
telephone, and computer, namely electronic mail, the internet and all
aspects of business centred social media.
Trained in over the phone escalation conflict resolution.
Problem Solving and Analytical Skills
Easily interprets and applies legislation, i.e. Freedom of Information and
Privacy Protection Act, Motor Vehicle Dealer Act, Personal Property and
Security Act and Collection Agencies Act to ensure optimal customer care,
determining concerns and providing accurate advice and information.
Experience utilizing information systems in retrieving data and generating
reports including incident, accounts receivable, delinquency, total loss,
compliance, insolvency, settlements, employee review, training progress.
Confidence in acquiring underlying needs, defusing escalated situations and
presenting the resolution in a simple manner to client’s requesting
information; ensuring total quality particularly byway of follow up efforts,
and extensive attention to detail.
Collaboration and Organization
Strengthened service development program by integrating stringent
monitoring and coaching program into new employee trainings.
Liaised with team members, namely by way of open dialogue, examining
their respective varying points of view; conferred with senior management
and assisted in making decisions with regard to turn over; reduced the
turnover rate by more than forty percent.
Established adaptive phased management efforts, ensuring a synergy
amongst all personnel and management; providing a flexible work
environment built on mutual respect and responsibility to both the customer
and the brand.
Monitored and managed collection and administrative efforts by auditing
individual accounts, with emphasis on escalation resolution; provided
detailed audit reports on both internal and external policy and procedure,
including overall customer experience, ensuring that a recommended course
of action with regard to deficiencies is clearly defined, communicated and
documented.
Maintenance of an organized workspace where documents are filed
according to priority, and relevance; extensive experience with both physical
and electronic master file rooms, administering thousands of accounts.
Work History 2012 - Current
Customer Accounts Supervisor, Trend Financial, Toronto, ON
2011 - 2012
Customer Service Supervisor, Car Cap Inc., Richmond Hill, ON
2009-2011
Assistant Restaurant Manager, Pizza Hut Canada, Durham, ON
2002-2009
Assistant Restaurant Manager, Pizza Hut Canada, Oshawa, ON
Education Foundations in Art and Design
Durham College
Oshawa, ON
References References available upon request
Contact this candidate