Customer Service Manager

LANORIA MAYFIELD

**** ****** ***** *******, ***** 75054 Mobile: 214-***-**** Email **********@*****.***

SUMMARY

Experienced Customer Service and Product Manager with outstanding leadership and professional development skills. Expert team builder that is focused, confident and a visionary. I am a creative thinker and proactive problem solver. An effective communicator that is results-oriented. I take a creative and innovative approach to problem solving, strategy development and fulfillment of business goals. Excels in challenging and competitive environments.

PROFESSIONAL EXPERIENCE

SANTANDER CONSUMER 2006-Present

Product Manager

Support the front line operations for a given line of business with all process and system defects and be responsible for ensuring these defects are resolved in a timely manner while ensuring the status of these are communicated to the business. Responsible for recommending, supporting, and implementing departmental projects to assist in management of daily activities and business enhancement for Operations. a liaison between the business operations and IT department and become a subject matter expert for the systems and processes supporting the business and brings issues to final resolution.

Represents the Products Management team and acts as a liaison between business and technical staff at all levels

Solicits information regarding operational processes through interviews, document analysis, case scenarios, business process descriptions, task and workflow analysis

Supports clients with requirements definition, project definition, and project planning

Ensures project standards, methodology and best practices are followed and consistently applied

Performs smoke screen testing prior to releasing to the business for UAT as dictated by management and/or project needs

Works with the business and IT to manage issues as they arise. Ensure there is appropriate tracking and reporting on issues and resolution.

Customer Service / Collections Manager

Responsible for interviewing, training and motivating new hires for the 1-90 days past due Collections department. Responsible for leading and motivating associates while ensuring that they are offering one hundred percent customer service on all inbound and outbound calls.

Responsible for writing yearly performance reviews and evaluations

Assisted with training and development of new hires

Managed collection performance through side by side and remote monitoring

Provided and directed reports and Team Leads with feedback, coaching, individual development needs assessment, and training gaps, including regular one-on-one performance reviews

Monitored call activities as necessary to ensure performance, quality standards and FDCPA laws are being met

Build a teamwork environment that encourages hard work and collaboration

MEDCO HEALTH SOLUTIONS 2005- 2006

Customer Service Manager

Assisted in the Supervision of 75 plus employees working in the Research and Correspondence of patient accounts, in one of the largest Pharmaceutical companies. Coordinate and monitor daily functions and workload of the department. Worked in conjunction with the Director of Operations to develop strategies to meet or exceed goals and decrease Rx volume.

Provided leadership and direction to the Research and Correspondence department to ensure that all goals and objectives were met

Provided team development activities; motivate the team to ensure high morale and service

Reviewed and evaluate team’s performance and administer action and development plans for the improvement of their production

Completed daily quality monitors to ensure exemplary service to our patients

Meet with VP/GM and Director daily to provide updates on department status

NEXTEL PORTABILITY IMPLEMENTATION 2003- 2005

Customer Service Manager

Assisted in the start up of Wireless Number Portability Fallout Center for Nextel cellular phones. Responsible for company, team development as well as the management of up to 5 supervisors.

Trained, coached and developed supervisors to effectively handle Nextel Portability

Managed the direct one on one contact with other major cellular carriers to ensure proper completion of the cellular phone porting process

Developed policies and procedures to ensure efficiency in the day- to- day operations of the call center

Tracked attendance, conduct performance reviews, delivers Corrective Action plans for attendance and or performance

Monitored call volume and telephone coverage in order to effectively support customers and meet Fallout Management center specific goals

PROVIDIAN FINANCIAL CORPORATION 1999-2003

Customer Service Manager

Managed customer service representatives in a fast pace Call Center environment. Responsible for team development and the supervision of 50 Customer Service Representatives.

Developed an effective on the job-training workshop for new hires of Customer Service and Collections representatives

Conducted leadership training and professional development sessions for both staff and representatives

Selected by Site Director to assist in global training and management in three sites

Coordinated start-up of new site location in San Antonio, TX including training sessions for managers

EDUCATION

Bethel University, Mckenzie, TN

TECHNICAL SKILLS: SQL, AGILE, WORD, EXCEL, POWER POINT, CITRIX, KRONOS, OPTIKA, ASPECT UCC, LEXIS NEXUS AND SOUNDBYTE. STRONG KNOWLEDGE OF CREDIT LAW (FDCPA)

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