Customer Service Manager
Resume:
Ernest M. Somerville
**** **** ****, ********, ** 77584
******@*********.***
SUMMARY
A dynamic and performance driven problem solver that brings strong organizational and
communication skills that are necessary in every business. Flexible and results driven, with an
innate ability to adapt seamlessly to constantly evolving processes and strategies. I also bring
a strong work ethic and positive approach that will be an asset to your organization. I am a
highly motivated individual looking to re enter the workforce after several years as the sole
caretaker for an elderly (now deceased) parent.
HIGHLIGHTS
Successful leadership skills Ability to assess and formulate solutions
Effective team member to complex situations
Highly organized, with strong multi
tasking abilities facilitating the
accomplishment of multiple
objectives
Effective managerial skills
S olid customer service
skills
Confident public speaking
Strong attention to
skills Strong ability to
details Exceptional
motivate others
verbal and written
Professional demeanor
communication skills
Strong computer skills, including
Microsoft Word, Excel, PowerPoint
EXPERIENCE
CEO/President, 06/2013 to Current
RTW Investment Properties, Inc. Pearland,
TX
Real estate entrepreneurship
•
Purchasing, rehabilitation and resale of distressed properties
•
Acquisition of rental properties for long term appreciation and cash flow.
•
Telephone Counselor, 01/2013 to 09/2013
Crisis Hot Line of Houston Houston, TX
Provided telephone support and counseling to individuals calling on multiple
•
phone lines (Crisis Hot Line, National Suicide Prevention Line, etc.) who were in
immediate crisis and seeking assistance.
Mentor, 07/2012 to 06/2013
Crossroads: Community Partnership for Youth Houston, TX
Worked as an adult mentor to juvenile gang members, within the Texas
•
Department of Juvenile Corrections (TDJC). Provided a positive adult role model,
working to change negative behavioral responses to positive behavioral responses.
Conducted home visits and interacted with juvenile as well as parents.
Sole Caretaker, 06/2005 to 01/2013
Elizabeth R. Thomas Pearland, TX
Sole caretaker for elderly parent providing quasi 24 hour in home care.
•
Collection Manager, 11/2004 to 07/2005 (Dates are approximate)
Universal Fidelity, LP Houston, TX
Developed and implemented new departmental strategies to increase liquidation
•
and recovery percentages to surpass current market competition.
Skills Development Manager, 06/2002 to 11/2004 (Dates are
approximate)
United Recovery Systems, Inc.
Coordinated the implementation of a new department within the existing
•
corporate framework.
The outcome goal achieved was a significant increase in individual and
•
departmental recovery goals.
The achieved objective was to provide advanced training subsequent to initial
•
class room collection training; in a real world environment.
Collection Department Manager, 07/2000 to 04/2002 (Dates are approximate)
CCB Credit Services Springfield, IL
Implemented new collection strategies to surpass client and corporate goal expectations
•
of gross revenue and recovery percentage goals, on primary, secondary and tertiary
placements.
Analyzed competitive recovery and liquidation percentages on a weekly and
•
monthly basis and executed necessary strategic refinements to improve competitive
results; and increase client account placement.
General Manager, 01/1990 to 06/2000
OSI Collections, Inc. FKA Continental Alliance Multiple Office Locations
Coordinated the collection activities of multiple divisions to facilitate meeting and
•
surpassing
internal collection goals, and client liquidation and revenue goals.
Analyzed competitive recovery and liquidation percentages on a weekly and
•
monthly basis for multiple clients, and executed necessary strategic refinements to
improve competitive results.
Achieved increased liquidation of multiple client account using predictive dialer
•
technology, and coordinated and trained department managers to achieve necessary
results to maintain and increase client placement.
EDUCATION
Master of Arts Degree: Forensic Psychology, October 2011
Argosy University
Phoenix, AZ
Bachelor of Arts Degree: Psychology, July 2009
Ashford University
Clinton, Iowa
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