Customer Service Manager
Resume:
KATIE J. BRANDT
Clinton, IA *2732
Phone: 563-***-****
Email: ***********@*****.***
PERSONAL SUMMARY
Experienced team leader who is a motivated, customer service oriented, results driven problem solver with the ability to quickly analyze, develop and implement effective programs for customer/business needs finding cost-effective, time-saving solutions. Ability to multi task in a fast paced environment. Possess strong professional written and verbal communication skills. Detail oriented and superior organizational skills.
CORE COMPETENCIES
20+ Years Customer Service Experience
Computer Literacy with Proficiency in Microsoft Office
Positive Attitude
Team Player
Experienced in Collections Procedures
Knowledgeable in AP/AR
Sales Lead Qualifications
MANAGEMENT TRAINING, sponsored by Swiss Colony
Conflict Resolution I, II & III * Communication Skills I, II and III * Managing Change * Effective Work Teams I, II & III * Leadership and Coaching * Overview of the Supervisor’s
Job * Preventing Sexual Harassment * Employee Motivation * How to Handle Difficult People I, II & III
EDUCATION
2013-May 2014 Scott Community College Davenport,
Iowa
Major: Hospitality Management
Relevant Coursework: Hospitality Management, Lab and In ternship I & II, Excellence in
Customer Service, Workplace Human Relations, Microsoft Office
Honors: President’s List, Phi Theta Kappa, Graduated Cum Laude
1982-1985 Clinton Community College Clinton, Iowa
Major: Social Science
Relevant Coursework: Computers, Accounting, Psychology, Macro & Micro Economics
Honors: President’s List and Dean’s List
RELEVANT EMPLOYMENT
2013 – Present Leasing Agent Fairmount Pines,
Davenport, Iowa
• Collection and posting of rent payments.
• Assisted tenants in filling out the proper forms needed for HUD Authority when
any changes to their family or financial circumstances occur.
• Communicating with District, Regional and Corporate offices via fax, email and
postal mail ensuring that the proper forms and reports are sent to the appropriate
locations.
• Handled incoming calls from the public regarding rental availability generated by
ads placed in newspapers, posted online and referrals from local agencies.
• Informed prospective tenants of the qualifications needed to apply for housing,
m ade appointments for them to fill out the needed paperwork and informed them
of any documents to bring, guided them through the application process.
• Gave notice of failure to pay rent or damage invoices both in person and through
m ailings (both regular and certified).
• Perform duties of Manager in lieu of her absence.
RELEVANT EMPLOYMENT (CONT.)
1998 – 2012 Collections / Customer Service Mediacom, Clinton, Iowa
• Maintained solid customer service etiquette providing clients with professional
courtesy, listening skills and conflict resolution.
• Daily use of strong written and oral communication skills.
• Established immediate and sustaining rapport and a positive working relationship
with customers, co-workers and management.
• Processed payments by phone and made arraignments for future payments.
• Explained billing to customers including charges, credits, and payment due dates.
• Reviewed current services and made suggestions for possible upgrades.
• Experienced with use of all office equipment and in computers including; CRT
operations, CSG, Word, Excel, Access, Power Point and data entry.
1994 – 1997 Seasonal Lead CR Representative Swiss Colony, Clinton, Iowa
• Effectively supervised between eight and sixteen people assuring appropriate job
assignments and support was provided.
• Motivated team to top performance through training, mentoring and problem
solving.
• Assured appropriate coverage through scheduling of representatives and provided
motivation for 100% attendance goals.
• Acted as primary liaison between the customer and the company providing prompt,
accurate service in the best interest of both parties.
• Collection of payments due and arraignments made for future payments.
Contact this candidate