Customer Service Manager

Christopher Barto

Business Development, Customer Service and Finance Professional

Carrollton, TX

**********@*******.*** - 707-***-****

I look to utilize my professional skills and experience and contribute to the success of a progressive,

mission-based organization that is focused on goal achievement through clearly defined objectives, positive

communications and team building.

I have consistently exceeded goals in all assignments, including managerial positions and entrepreneurial

endeavors, applying knowledge and expertise across multiple functional areas, including Business

Development, Customer Service and Financial Analysis. I have hired, developed and managed staff, utilizing

reward systems and corrective actions, coaching, counseling and mentoring, all with a goal of enabling teams

(and team members) to achieve their full potential. I understand the importance of utilizing metrics and key

performance indicators to evaluate and adopt best practices, possess demonstrated organizational and project

management skills, work proactively to resolve issues affecting internal and external customers, and lead by

example.

WORK EXPERIENCE

Purchasing Manager

Copart, Inc - Dallas, TX - 2013 to 2015

Contract Negotation, CRM, Customer Service, Financial Analysis, Purchasing / Procurement

• Sourced, negotiated and contracted new vendor solutions for Office Supplies, Software, Telecommunications,

Travel Management and Treasury Services, generating year one savings and incentives exceeding $2.5

million.

• Consolidated and streamlined purchasing / procurement functions across all corporate divisions, including

operations and technology, ensuring greater process integrity, from capital allocation and budget approval, to

requisition, purchase order and payment.

• Sourced and implemented contract management software solution to track overall contract exposure and

spend.

• Originated rightsizing projects, with direct and indirect vendors, for Energy, Security, Telecommunications

and Waste Management solutions, to evaluate and identify usage and savings opportunities across more than

150 company-owned locations throughout the United States and Canada.

Member Services Manager

Copart, Inc - Dallas, TX - 2010 to 2013

Call Center Management, CRM, Customer Service, Staff Management and Development (Staff of 20, +10

Indirect)

• Organized, managed and consolidated first tier customer service call center operations, including staff

recruitment and training, creating a centralized one-stop shop for general inquiries, payment queries, technical

assistance and issue resolution, strengthening the value proposition of buyer membership, and improving the

compay’s buyer-side Net Promoter Score four-fold over a 3 year term.

• Developed and implemented a formalized customer listening program, first as a means to more intimately

engage senior management on relevant customer issues, then as a quality assurance tool to help measure

and consistently improve staff performance against baseline expectations as to professionalism, call center

courtesies and overall issue resolution.

• Managed staff to the consistent achievement of relevant call center KPIs, including speed of answer, average

handle time, and abandonment – at < 30 seconds, < 5 minutes and < 5%, respectively – with daily call volumes

ranging from 2500 to 1500, excluding catastrophes, Mondays through Fridays, covered by overlapping shifts,

12 hours daily.

VP / Commercial Loan Manager

First Northern Bank - Fairfield, CA - 2007 to 2009

Business Development, CRM, Financial Analysis and Counsel

SVP / Regional Sales Manager

Solano Bank - Vacaville, CA - 2000 to 2007

Business Development, CRM, Financial Analysis and Counsel, Staff Management and Development (Staff

of 6)

• A founding shareholder and the senior sales and relationship manager of a four branch, de novo community

bank located in Solano County, CA, reporting directly to the bank’s President.

• Assisted in the formation, opening and management of two of the bank’s four branches, promoted to then

manage the activities of all commercial lending activities in the region, including sales and underwriting.

• Managed a team of six lenders, with a personal book of business of the largest and most complex corporate /

commercial clients of the bank, and overall loan and deposit portfolios for the region exceeding $200 million.

• Consistently exceeded annual loan, deposit and overall revenue goals established for the corporate /

commercial banking group, enabling the bank to consistently exceed annual financial targets, contributing to

a four-fold increase in shareholder value from inception to time of sale.

VP / Branch Sales Manager

Westamerica Bank - Fairfield, CA - 1997 to 2000

Business Development, CRM, Financial Analysis and Counsel

• Targeted, developed and maintained profitable customer relationships, specializing in new business

development with professionals, including dentists and medical practitioners.

• Customer call frequencies consistently maintained at 15-18 unique and quality pre-calendared customer calls

weekly, with a 75% close ratio for new business consistently achieved.

Owner / Operator

Bread-N-Butter Bakery - Milford, DE - 1992 to 1997

Business Development, CRM, Customer Service, Financial Analysis, Purchasing / Procurement

• Conceived of, developed and operated a scratch production artisan bread bakery, developing wholesale and

retail niche markets, achieving profitability in the first year of operation, with market penetration and profitability

increased in all successive operating periods.

Commercial Credit Manager

MBNA America Bank NA - Newark, DE - 1989 to 1992

CRM, Customer Service, Financial Analysis, Staff Management and Development (Staff of 20)

• Managed underwriting and customer service for bankwide commercial lending activities, including the bank’s

MasterCard BusinessCard portfolio, direct lending, participation loans with the parent company, and interim

construction borrowings associated with bank expansion.

• Represented the BusinessCard division to all affinity groups, national associations and financial institutions.

• Consistently exceeded strategic objectives as to customer service standards, as well as cardholder and

portfolio acquisition growth, relative to budget, maintaining zero attrition on cardholders and outstandings

during non-marketing periods, though effective utilization of in-house business development sources.

• Established risk rating guidelines for all lending relationships, and standardized policies and procedures

relative to underwriting and review of all bankwide commercial lending activities.

AVP / Commercial Loan Officer

Delaware Trust Co - Wilmington, DE - 1983 to 1989

Business Development, CRM, Financial Analysis and Counsel

• Pioneered new loan and deposit markets for the bank, expanding its reach in agriculture, thoroughbred horse

farming and residential real estate development.

• Opened and managed the bank’s first loan production office outside of a branch (or headquarter) location.

• First credit analyst to emerge as a lender from the bank’s formalized commercial credit training program,

ensuring the success of that program as a viable (and ongoing) staffing resource.

• Developed standardized formats for cashflow analysis and underwriting.

EDUCATION

BS in Business Administration / Finance, with Accounting and Economics Minors

University of Delaware - Newark, DE

1983

SKILLS

Microsoft Office Suite, including Excel, Lync, Outlook, PowerPoint and Word / Office365 / Expense

Management Tools, including Ariba, Concur, Coupa, Expensewatch and SAP / Contract Management

Software, including Cobblestone / Online Travel Management Tools, including Axiom, Egencia and EHI Direct /

Call Center Phone Systems, including ACD, Five9, and Cisco IP / IE, Firefox and Google Chrome Browsers /

Windows 7 and XP Operating Environments / AS400 / Developed formalized training programs for Call Center

Operations and Commercial Loan Underwriting

LINKS

http://www.linkedin.com/in/christopherbarto

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