Customer Service Manager

PROFESSIONAL SUMMARY

Manager with * + years of combined experience in the retail and financial

industries as a manager and representative. Currently works with management

to make timely decisions on how to properly handle accounts of over five

million dollars. Proficient in the on boarding process, continuing

education and training of staff.

EDUCATION

Sullivan University, Louisville, KY

Master's Degree in Human Resources

6/2014

Bachelor's Business Management

2011

Dale Carnegie Certificate

2011

SKILLS

. Multilingual; English, Spanish, Tagalog

. Proficient with Microsoft Office Suite

. High degree of accuracy, dependable

. Able to multi-task and prioritize

. Excels at problem solving

. Communicates effectively

PROFESSIONAL HISTORY

General Electric, Louisville, KY

Financial Services Representative

9/2011- Present

. Manages collection portfolio of $5.4 million

. Reconciles accounts to determine route cause of nonpayment

. Works with all levels of management external and internally

. Makes fast decisions on how and what to do with an account

Blockbuster, Louisville, KY

Shift Manager 12/2008

- 9/2010

. Passionate about customer service, builds strong relationships through

excellent communication

. Performed orientation and trained new hires on daily tasks and

responsibilities

. Trained staff on how to identity theft and privacy of customer's

information

. Ensured closing duties were completed completely and accurately,

including money reconciliation

. Led floor sales, achieving the highest sales in the district

Trillium Industries, Louisville, KY

Supervisor 10/2005

- 5/2008

. Supervised employees during daily operations

. Cross trained employees, during one shift cross trained fifty

associates

. Screened, interviewed, hired and performed employee reviews

. Interviewed people with a focus on employee retention and productivity

. Created reports using production data to show management productivity

standards

. Forecasted daily productivity utilizing prior production data

. Managed 120 employees in one shift, utilizing decision making skills,

communication and problem solving skills

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