Customer Service Manager

Ozell Penton

Branch Manager & Tax Preparer

**** ******** ** - ********, ** 75070

***********@*****.*** - 469-***-****

• Self-Motivated and Assertive

• Function well in a High Pressure Environment

• Strong Training and Motivational Skills

• Skilled at Encouraging and Developing Others

• Excellent Customer Service Relationship building as well as Customer Retention

• Strong Track record in Loss Minimizing and Prevention

• Highly Competitive and Motivates and Builds Teams to Expect and Deliver Greatness

• Talented at rebuilding profitability in turn over situations

• Ability to quickly master new procedures and methods

• Skilled at organizing complex projects, defining project priorities, and delegating tasks.

WORK EXPERIENCE

Branch Manager & Tax Preparer

PLS Tax Service, PLS Auto Insurance - Dallas, TX - October 2008 to March 2014

Insurance Sales Professional

9441 Forest Ln. • Dallas, TX. 75243 • 972-***-**** October 2008 to March 2014

Develop and administer credit and collections programs. Oversee investigation of customer credit risk and

monitor the collection amounts due to the organization. Manage the day to day activities of the Collections

Team by coaching them to maximize loans and deliver great customer service. Developed collection policies

and procedures and monitored the execution of those procedures by my team. Evaluate and appraise

performance of team members and provide counseling.

Prepare monthly target statistics and prepare team reports for Senior Managemen. Prevent losses by making

realistic and timely repayment arrangements, rescheduling repayments, calculating and quoting loan pay-off

amounts.

Insurance Agent- With a history of surpassing customer and employer expectation. Leverage consultative

sales strengths to identify opportunities, nurture relationships and close deals.

Tax Preparer-Tax Expert with a reputation for consummate professionalism and exemplary ethics. Remain

current on the latest tax laws for each new year. I have comprehensive knowledge of financial and insurance

product.

Small Business Administration

Loan Officer/ Customer Services

Small Business Administration - Fort Worth, TX - November 2005 to December 2007

Reviewed all incoming loan applications to analyze resources and determine whether applicant had the ability

to repay the loan. Responsible for ordering credit reports, verifying employment as well as home and business

ownership status. Responsible for forwarding loan applications and all supporting documentation to loan

processor to assist in providing low interest, long-term disaster loans to applicants. During a disaster, my

department was responsible for handling a higher volume of incoming and outgoing calls to applicants and

other agencies, general office duties and maintaining a time-sensitive flow of loan application.

Branch Store Manager/Warehouse Manager Operation

Furniture Mart - Gretna, LA - April 1998 to August 2005

2526 Belle Chase Hwy Gretna, La. 70056 504-***-**** April 1998 to August 2005

• Executed daily operations from the opening to the close of the business day in both the store and warehouse

• Maintained accurate records of deliveries to and from customers as well as transferred inventory between

other stores

• Wrote, designed and produced company hand book and training manual

• Implemented and scheduled work order program for all service calls which included customer information,

work to be done and follow up needed

• Instrumental in the opening of 6 additional stores across the South Louisiana area

• Trained and managed 45 people and achieved significant improvements with 6 years in their productivity.

• Finalized invoices by verifying the settling of all monetary transactions, which included but not limited to the

approval of lines of credit for qualified customers

• Coordinated with warehouse department on a regular basis to accurately schedule customer pickups and

deliveries

• Trained delivery manager to correctly set up deliveries and properly route trucks while utilizing the time of

warehouse and delivery staff efficiently

• Maintained adequate accounting that balanced between the store and the warehouse at the end of the day

week and month. Reconciled and reported all discrepancies to head accounting office for proper handling

• Examined items in presence of customers to advise of possible challenges that might arise during difficult

setups or deliveries

• Supervised a staff of 60 employees, scheduled work hours, resolved conflicts and determined salaries

• Successfully managed 6 team leaders that reported directly to me on their allocated sections of the warehouse

and the contents therein

• Trained incoming relief managers to handle day to day operations during my absence

EDUCATION

General Study

Tulane University New Orleans - New Orleans, LA

September 1980

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