Customer Service Manager
Resume:
Jennifer Barnes
Grand Prairie, TX. 75052
*****************@*****.***
WORK EXPERIENCE:
• Retired from Chase in December 2013
Customer Service Manager/Operations Manager/Bankruptcy Specialist
Chase - Arlington, TX - April 2009 to December 2013
Responsibilities
Hired, coached, developed, and motivated customer service representative in customer engagement by
providing correct information, and excellent customer service. Provide side by side coaching, remote
monitor, provide 1 on 1 feedback sessions, and goal setting. Handled escalated calls. Create recognition
program. Create and review loan modification processes and exception reports where loans may need
required research and possible escalation to prevent improper reporting to the treasury. Responsible for
efficiently monitoring mortgage loans that affected by chaper 7,11 or 13 bankruptcies.
Perform all administrative duties, processing new hires, transfer s,and termination in HR system,
review timecards for accuracy, process timecards for HR, create and conduct performance reviews,
process final review score in HR system, process monthly expense reports. Create spreadsheets for
reports.
Accomplishments
My team consistently exceeded department goals to receive monthly bonus.
Assisted with office recognition committee
Selected to organize the On the Job Training Program for new hires
Skills Used
Excellent communication, and organization skills.
Effective in work situation requiring an ability to manage multiple projects.
Highly experienced in administrative procedures and supervision.
Supervisor Customer Service
Washington Mutual - Arlington, TX - June 1999 to April 2009
Responsibilities
Manage, coach counseled, motivated, develop and provide feedback to representatives to retain
membership products, and maintain company standards concerning quality, and meeting company goals.
Recruit and train representatives on policies and procedures.
Developed recognition program to motivate representative to achieve and maintain company goals.
Perform all administrative duties, processing new hires and transfer,and termination in HR system,
review timecards for accuracy, process timecards for HR, create and conduct performance reviews,
process final review score in HR system, process monthly expense reports. Create spreadsheets for
reports.
Accomplishments
Increased office salvage rate.
Developed recognition program.
Skills Used
Excellent communication skills
Proficient computer skills
Excellent organization skills
Supervisor Reservation and Advantage Service Department
American Airlines/ Southern Reservations Department - Dallas-Fort Worth, TX - June 1988 to June 1999
Responsibilities
Supervised, coach, council motivate representatives to provide excellent customer service while selling
airfares. Monitor calls and provide feedback.
Motivate representative to achieve department goals.
Perform all administrative duties, processing new hires and transfer,and termination in HR system,
review timecards for accuracy, process timecards for HR, create and conduct performance reviews,
process final review score in HR system, process monthly expense reports.
Accomplishments
Developed recognition program.
Top revenue team.
Skills Used
Excellent communication skills
Proficient computer skills
Excellent motivation skills
Energetic and able to multi task
EDUCATION
Certificate in Accounting in Accounting
Walsh Institute of Accounting - Detroit, MI
1969 to 1971
AS Business Administration in Accounting
Wayne Community College - Detroit, MI
1967 to 1969
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