Manager Customer Service

James Bell

Regional Manager - Home Delivery Circulation - HOUSTON CHRONICLE

Rosenberg, TX

********@*****.*** - 404-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Regional Manager - Home Delivery Circulation

HOUSTON CHRONICLE - Houston, TX - November 2014 to Present Achieve home delivery service goals set by Company on a monthly basis

• Lead, develop and motivate the home delivery team of district manager's

• Monitor and direct actions to ensure superior customer service to subscribers of the Houston Chronicle

• Train district managers and part-time district assistants to ensure top-notch quality performance at all times

• Oversee interdepartmental task forces, i.e. Service improvements, Delivery Route Optimization, Keeping the number of complaints from a customer to a minimum.

• Plan, coordinate, analyze and implement action plans, with a goal of enhanced efficiencies in service and operational improvements.

• Manage department budget of $1.5 Million Dollars annually that has been in a surplus during my tenure. Accounts Payable/Receivable Coordinator

GL KENDRICK AGENCY - Atlanta, GA - September 2008 to Present Post cash, check, and credit payments to appropriate accounts.

• Prepare invoices for bank deposits, post and reconcile payments to ledger.

• Perform complex data entry and related operations in posting Accounts Receivable payments.

• Process daily batches, reports, and credit card deposits.

• Research and processes charge backs, returns, and bad checks.

• Reconcile statements and follows up collections as necessary.

• Prepare accounts receivable statements monthly.

• Cross-train others for this position as directed by management.

• Perform a variety of general clerical duties including telephone reception and other routine functions, other duties as required.

Management Assistant - Department of Watershed Management CITY OF ATLANTA - Atlanta, GA - February 2011 to June 2014 Assist the General Manager in managing and directing activities of the Agency; develop, plan, and implement goals and objectives consistent with the Agency's mission, vision, strategic plan and key performance measures; utilizes performance planning techniques to identify, establish, achieve, and measure progress towards meeting these goals and objectives.

• Prepares and recommends agency policies and procedures to the General Manager; reports on the effectiveness of established policies and procedures, and recommends improvements and revisions.

• Directly oversee the operations of the Client Support Division regarding new customer setup, research of constituent water meters and billing issues, accounts receivable support, and customer satisfaction.

• Make decisions on behalf of General Manager in order to resolve customer accounts.

• Incorporate findings from research and relevant data from field inspectors into an informative format for statistical and departmental analysis for the General Manager.

• Compile reports and tabulate figures and generate meaningful reports for use by General Manager.

• Provide technical and functional supervision of subordinates towards smooth functioning of the office.

• Arranges and coordinates meetings, conferences and other such important and vital meetings. Project Manager

GL KENDRICK AGENCY - Atlanta, GA - July 2009 to February 2011 Established / maintained client relationships at all levels.

• Acted as a Liaison between court reporters, attorney's and AGH, LLC.

• Established / maintained relationships with vendors and support staff that provide technical resolution.

• Engaged with client at a detailed level to gain an understanding of the business issues and objectives driving the client's needs.

• Identified the need for, and engage the appropriate vendor or partner personnel with the proper skill set to assist the solution and technology definition as required by the customer's opportunity.

• Prepared and monitored project timetable and deliverables using Microsoft Project and other appropriate tools.

• Determined project resources, project roles; define skill sets (competencies) of team members required for the project based on project specifications and requirements.

• Communicated with implementation specialist about scope of work and with third party suppliers.

• Implement and manage project changes and escalations to achieve project outputs and customer satisfaction.

• Managed scope creep through client change orders, internal change orders, phased delivery, or other methods to ensure projects deliver on timeline, scope, budget, and expectations.

• Managed all pro-active and re-active communications for the project. Constantly monitor and report on progress of the project to all stakeholders.

Regional Operations Manager

ATLANTA JOURNAL-CONSTITUTION - Atlanta, GA - January 2005 to August 2008 Managed an operating budget of $1Million Dollars that remained in a surplus at the end of each fiscal year.

• Directed and oversaw operations within a designated area of 23 counties throughout Metro Atlanta.

• Achieved and exceeded set Quotas for the circulation department by assisting in the reduction of customer complaints and other efforts.

• Assisted in the delivery of newspapers on various routes throughout the district and ensured proper delivery at an appointed time to guarantee customer satisfaction along with keeping circulation numbers at a positive standpoint.

• Coordinate with other department heads to plan and direct activities. EDUCATION

Bachelor of Science in Public administration

Stillman College - Tuscaloosa, AL

High School Diploma in Government Association

Stillman College

Business Leaders of America

Westlake High School - Atlanta, GA

ADDITIONAL INFORMATION

A self-motivated, dedicated Customer Care Professional with 10 years experience optimizing productivity by identifying and adopting best practices to improve service productivity, quality, and profitability in an organization while providing superior customer service support to internal and external clients. Specializing in business management, accounting, project management, marketing, and public administration with advanced skills in mentoring, team building and conflict resolution. Strong work ethics, excellent research and problem solving skills, quick learner, unafraid of challenge or change; enjoys dealing with all sectors of the public and will work hard to achieve employer objectives.

SKILLS

Corel Design

Loan Management Systems

Lotus Notes

Microsoft Office (Advance)

Quick Books Software

Real Legal Software

Solaria Database

Software Installation

Marketing

Windows XP/7

AP/AR

Research

Budget Management

Business Management

Communication

Conflict Resolution

Coordination

Decision Making

Discipline

Financial Management

Negotiating

Organizing/Scheduling

Productivity

Strategic Thinking

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