Customer Service Manager
Resume:
Steven M. Setlock
Alpharetta, GA 22
********@*****.***
Profile
Accomplished, senior collections/customer service professional with extensive call center experience, encompassing strategic planning, interactive collections and customer service, ability and skill set to provide professional, enthusiastic and forward-thinking leadership in a team environment. Focused on achieving continuous, improved business performance. Strong and persuasive interpersonal skills.
Expertise
19 years team management
Strategic planning
Consumer and commercial collections
Fluent in Spanish
Consumer and commercial customer service
Strong negotiation skills
Direct customer communications
Professional Experience
2014 – Present Assurant Specialty Property, Duluth, GA
Unit Manager II
Supervised, managed, and trained 32 direct reports, 4 supervisors, 4 teamleads
Responsible for planning, assigning and tracking department strategies, including deliverables
Responsible for planning, development and implementation of all tax and escrow strategies, as well as all Spanish customer communications
Coordinated presentations for department, as well as department executives
Managed and directed customer escalations
Responsible for maintaining work flows and performing quality phone monitors
Completed employee performance evaluations and provided continual coaching and counseling to improve performance, productivity, and work quality productivity, and work quality
2008 – 2014 Comcast Cable, Alpharetta, GA
Supervisor, High Risk Credit & Collections
Supervised, managed, and trained 32 direct reports
Served as designated department trainer for new hires and non-direct reports
Responsible for planning, assigning and tracking department strategies, including deliverables
RCoordinated presentations for department, as well as department executives
Managed all customer escalations
Responsible for maintaining work flows and performing quality phone monitors
Focused on increasing customer retention and lowering non-pay disconnect totals
2008 - 2008 CitiFinancial Auto, Denver, CO
AVP, Bilingual Collections
Supervised, managed, and trained 18 bilingual direct reports
Managed all customer escalations
Decreased department delinquency by 25% month over month
Professional Experience – con’t.
2003 - 2008 Washington Mutual Bank, Denver, CO
Customer Service Manager
Supervised, managed, and trained 27 direct reports
Served as designated department trainer for new hires and non-direct reports
Improved SLA’s by 15% (87.56%) over the course of 7 months
1996 - 2003 Fleet Credit Card Services., Colorado Springs, CO
Supervisor Credit Card Collections (1996-2000)
Team Leader Credit Card Collections (2002-2003)
Supervised, managed, and trained 20 bilingual direct reports
Served as designated department trainer for new hires and non-direct reports
Reduced charge offs by 35% over 5 months
2002 - 2004 International Martial Arts Academy, Lancaster, NY
Instructor/Manager
Instructed an average of 15 students per Karate class
Responsible for day-to-day operations
Assisted with development of class schedule
2000 - 2002 Verizon Wireless, Denver, CO
Customer Service Manager
Supervised, managed, and trained 18 direct reports
Assisted with planning, assigning and tracking collection strategies, communications and deliverables
Improved overall team call quality to 97 number 1 in department for 5 straight months
1990 - 1994 US Army 82nd Airborne Division, Ft Bragg, NC
Infantry Paratrooper (TOW gunner) SPC/E-4
Army Service Ribbon
Southwest Asia Service Medal with Bronze Service
National Defense Service Medal
Army Achievement Medal
Army Good Conduct Medal
Kuwait Liberation Medal
Parachutist Badge (jump wings)
Combat Infantryman Badge
Ranger School
Jungle Warfare School
Education
2004: Canbourne University, London, England
BS Business Administration
Technical Skills
Microsoft Office Suite 2010, CSG/ACSR, Cable Data, Comtrac, Vision, Aspect, Cisco, Witness, Lexis Nexus
Awards
2011 Comcast Circle of Success Award
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