Customer Service Manager

LOLITA MCCRAY

RESULTS DRIVEN PROFESSIONAL

Phone: 804-***-**** Richmond VA Email: ************@*****.***

Objective

Utilize professional skills and abilities, within a goal oriented, customer focused organization, sharing my integrity and commitment to excellence.

Summary of Qualifications

Advanced computer and communications skills, organized and disciplined

Interpersonal with strong presentation skills – Business Development Specialist

Sales and Marketing - Customer Service Management – Office Administration

Work Experience

Lady L. Enterprises d.b.a. Legal Shield Inc. current

Sales and Marketing of Pre-Paid Legal Plans and Identity Theft Protection

Sponsor Professional Networking and New Business Development Events

Motivational Speaking and Community Awareness Activities

Recruit train and develop team of professional marketing associates

SBM Site Services Eastern Virginia 2013 - 2014

Site Supervisor – Program Manager

All duties of janitorial/facilities management of commercial accounts

Hire, train, and supervise custodians, and assist in human resource duties

Building inspections, and audits, maintain safety initiatives, ensure all laws, regulations and requirements are in compliance, maintain updated records and reports, Prepare budgets, proposals, and estimates for opportunities beyond scope of work

Constant customer contact to ensure superior quality work is performed

Monitor all buildings for cleanliness, sanitation, maintenance issues and safety. Inventory and order of all cleaning supplies and equipment

Reciprocities Restaurant & Lounge

Virginia Beach VA

Assistant Manager - Special Events Coordinator 2009 - 2013

All aspects of upscale/lounge management

Scheduling, payroll, inventory, audits, supply orders

Catering sales, promotions, marketing, event host/emcee

Staff supervision, vendor relations, business development

Contract Companies/ Contract Publishing

Chesapeake VA

Advertising Account Manager 2008 - 2009

Contacting businesses and organizations to negotiate advertising contracts

Developed ad campaigns, creating effective marketing sales copy for presentation

Supported corporate fundraising dpt. obtaining contributions for various charities

Portfolio Recovery Associates

Norfolk VA

Collections Account Manager - Team Lead 2005- 2008

Inbound and outbound calls and letters for 3rd party debt collections

Serviced delinquent customer accounts and offered payment arrangements

Negotiated settlements, audits and update of records, monitored credit reports,

Made referrals to legal and other departments and made process improvements

Provided credit counseling and also handled escalated calls and disputes

Conducted skip tracing and other locator initiatives to cure delinquency

Bank of America Card Services

Bank of America Consumer Real Estate

Norfolk VA Richmond VA 2000 - 2004

Sr. Account Manager – Team Lead Supervisor

Negotiated payment arrangements and settlements on all levels delinquent accounts Inbound, outbound manual and auto dialer Skip tracing, and handled escalated calls Develop and coach 20 - 30 associates at a time Implemented process improvements

Developed and managed High Potential and Leadership In Action Teams

Facilitated new-hire training and call monitoring for development opportunities

Co-produced department newsletter website and all inter-office communications

Mortgage processing, document verifications, educated consumers on loan status

Highland Springs High School * Marketing - Distributive Education

Facilitative Leadership* Six Sigma *Pathways Development

Direct Mail Copywriting * Toastmasters International

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