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Customer Service Manager

Chicago, IL
February 29, 2016

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Administrative professional offering 15 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Experienced in problem solving agility, developing strategies, project management, and meeting or exceeding deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.


Aug 2002 – May 2003 Moraine Valley – Palos, IL

Expected degree: Associates. (48/146 Hrs Completed)

Major: Business Administration

Minor: Economics

Aug 1992- May 1996 Bogan High School – Chicago, IL


07/2015- Current Customer Service Representative/Shift Supervisor

PayDay Loan Store Inc Chicago, IL

Assist the Store Manager and/or Assistant Manager in implementing strategies to help meet store goals and objectives.

Assist the Store Manager and/or Assistant Manager with corrective actions, documentation and performing corrective actions.

Know, Understand and follow the company’s cash security policies and procedures and maintain a balanced cash drawer, and in the absence of the store manager, master cash at all times, and promptly report any discrepancies to management.

Execute check cashing approval level up to, but never exceeding, authorized limit for his/her position.

Help establish weekly and monthly goals with the Store Manager.

Supervise CSRs, their maintenance of cash drawers and cash handling procedures.

Help train store employees in company policies and procedures.

Solicit customers and potential customers to use our products and services.

Promote the company’s special customer referral and other incentive programs.

Provide outstanding customer service so that they will choose to do business with us rather than our competitors.

Resolve and document customer complaints or refer them to the Store Manager for resolution.

Complete daily reports and open and close the store when scheduled.

Complete all transactions in compliance with federal, state and local laws and regulations.

Service customer accounts making sure that all documentation is complete, accurate and filed away properly

08/2011- 08/2012 Customer Service Adviser/Lead Service Advisor

Dyson Inc Chicago, IL

Handled and resolved customer telephone calls/inquiries received by the contact center to the mutual benefit of both the business and customer.

Effectively use systems provided to diagnose faults, leading to the appropriate action being taken.

Where necessary arrange repairs/order parts through Customer Service systems.

Communicated company policy regarding guarantee and service aims to customers.

Handled and resolved general correspondence (emails and letters) in a competent and professional manner, recording both the issue and resolution electronically.

Accountable for parts and service provided (be they under guarantee/warranty or as a gesture of good will)

08/2005-07/2007 Claims Personal/Commercial Adjuster

Lincoln General Insurance Company Elk Grove Village, IL 60007

Conducted thorough investigations, which include telephone contact with parties to the loss, witness, Police, Fire and/other state agencies. May include legal representatives.

Established and maintain adequate reserves in order to ensure financial stability and profitability.

Reviewed bills and authorize payments

Analyzed relevant claim information and make policy coverage determination.

Determined whether to defend case or pursue negotiated settlement

Adviced policyholders on claim related matters and maintain communication on the status of their cases.

Negotiated with appropriate parties to reach settlements

04/2003-08/2005 Personal Non Standard Auto Underwriter

Accurate Insurance Company Bridgeview, IL 60455

Evaluated new applications, existing policies, reinstatement’s and change applications for personal lines coverage

Maintained underwriting quality, risks, acceptability and proper rating classification

Analyzed information on financial condition, past claim history and other standard criteria that determines level of risk based on well established guidelines

Accepted or binds risks, Declines or modifies applications

Reevaluated existing business to determine continued acceptability and cancels, refuses renewals and modifies coverage.

Familiar with Mandatory Liability and Full Coverage policies, SR-22 Financial

01/1999-04/2003 Marketing Retention/Project Correspondent

Prudential Insurance Company of America Oakbrook, IL

Served as a point of contact from project initiation to project completion

Worked with the project team members, clients and vendors to coordinate marketing strategy, retention efforts for the department.

Worked under the supervision and guidance of the assistant project manager and superintendent and learned project strategies from them

Maintained and documented reports on a daily basis regarding the projects assigned to Marketing/Retention

Attended annual meets and summits and presented upcoming projects


Proficiency in Microsoft Systems ( Word, Office, Excel, Outlook PowerPoint, Access),Livewire, Lotus Notes applications, Internet Explorer, Sysms Inventory Registers, Laptop Rating programs, Agency Management, QuotePro, Kiis, AS400, Attachmate, Premium Finance, CUW and WIP Client Rating systems, Paces Software, POS Systems, Strong negotiation skills and problem solving skills, Excellent communication skills, both oral and written, Analytical skills for independent decision making and strong organizational skills with the proven ability to multi task. 40 wpm


Salem Baptist Church

Youth Worker and Choir Member

CERTIFICATIONS Bassett Certification ( Illinois Bartender/Manager )

February 29, 2016

To Whom It May Concern:

This cover letter was written so you can become more familiar with my skill set, but in addition this letter affords me the opportunity to convey who I am in passage. In pursuing higher education, I earned hours toward my Associates studying Business Administration, with a minor in Economics, but because of family concerns entered the work force to contribute immediately.

My education, compounded with my life experiences has helped me understand the work required in becoming a successful contributor. My history in management has given me infrastructure experience and equipped me with ethics in human resources management, and strategies to consider for various challenges.

As my resume indicates, my education and employment history has given me an opportunity to acquire extensive knowledge and growth. The different opportunities helped me develop my leadership, interpersonal, communication and student/staff relation skills. I am well organized with an attention to detail, an aptitude for problem solving, and I am multi-task capable.

I would appreciate the opportunity to meet with you to discuss in detail how my qualifications might meet your needs. If you have any questions or wish to arrange an interview, please feel free to contact me at your convenience at 773-***-****. Thank you very much for your valuable time and consideration. I look forward to joining your team


Ms. Crystal Bynum

Encl.: Resume

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