Customer Service Supervisor
Resume:
DELORES CLINTON
College Park, Georgia 30349
Phone 770-***-****)
SUMMARY
Results-oriented Customer Service and Collections Supervisor with outstanding organization and problem solving skills. Utilized sound leadership and training ability to develop and motivate a team of top producers. An effective communicator recognized for handling difficult customer situations while setting records in collections and satisfaction ratings. Recognized as a leader that consistently exceeded individual targets while assisting team members. Set records which remain unbeaten with annual averages of 86.8 % on account resolution along with the lowest write-offs. An excellent negotiator with superb problem solving skills. Also recognized as a Supervisor who never lost her cool in the most difficult situations. Handled the customer service issues that had escalated to our President’s hotline. Recognized for presentation skills and delivery of training and development initiatives. Consistently recognized by other team members as well as my team members as a fair Supervisor who was able to motivate, coach and address issues without insulting or injuring team member’s dignity. Equally competent in roles as Supervisor or individual contributor. (Performance reviews are available as well as copies of award certificates.)
PROFESSIONAL ACHIEVEMENTS
Crawford & Company, Atlanta, GA 2000-2015
Credit & Collections Supervisor, 2011-2015
Managed a team responsible for collections of 25,000 to 30,000 invoices monthly. Interviewed, hired, trained, coached, developed and motivated staff. Administered performance appraisals and salary reviews; made recommendations for promotions.
Performed monthly account audits.
Assisted team in delivery of billing spreadsheets to customers.
Led the team to exceed monthly collection goals.
Led the team to exceed annual collection goals.
Administered WebEx Training Classes.
Our team was subject matter experts for the various branches.
Outstanding Initiative Award, 2012.
Collection’s Accountant 200*-**-****
Successfully managed the AIG-Chartis master billed accounts that had recently become the responsibility of the Region. After successfully resolving 90% of the accounts management felt my expertise was essential on the larger balances which consisted of flat rate service fee invoices. Later we became responsible for the Broadspire service fee invoices. In 2009 we assumed responsibility for the loss fund balances which brought in additional revenue.
Recognized with the Employee of the Quarter Award.
Consistently ranked first on account resolution while preparing monthly spreadsheets for management and collections.
Recognized as the strongest member of the Collections Department.
All performance appraisals were exceeds standards.
Pitney Bowes Credit Corporation, Atlanta, GA 1978-2000
Portfolio Supervisor, 1989 – 2000
Managed a team responsible for annual collections on a $540 million portfolio. Responsible for 6,000 to 8,000 accounts monthly. Personally responsible for accounts that had the most significant impact on the bottom line. Individually accountable for the accounts with contract balances of $35,000.00 to $1,000.000.00. Interviewed, hired, trained, coached, developed and motivated staff. Administered performance appraisals and salary reviews; made recommendations for promotions.
Led the team to consistently rank first, locally and nationally, in collection resolutions. Received the President’s Club Award for two of the three years the awards were presented.
Developed and implemented new hire training for account representatives ensuring that targeted collection goals are met or exceeded.
Achieved 98% on customer satisfaction ratings, against a target of 70%, when handling customer relations issues.
Recognized with two Excellence Awards by management for exceeding productivity goals and successfully managing a large account.
Honored as Supervisor of the Year (2 out of 3 years) for outstanding team results and Supervisor of the Quarter (6 out of 12 times) for outstanding personal results.
Initiated and organized an effective collection process that was used as a model and implemented throughout the region.
Enabled low producing account representatives from other teams to improve their job skills, exceed collection goals and raise their account resolution by 10-12% by motivating and coaching them through the process.
Managed and supported the orderly phasedown and seamless transfer of the Atlanta Regional Office to Virginia. Delivered major new hire training components coaching them through the process.
Received the “Stock Option Award” for providing significant contribution to the annual success of the company – selected winner based upon superior performance.
All performance appraisals were Exceeds Expectations: Measurably changes the way in which the department/team; accomplishments for the period exceed expectations for an incumbent with comparable job responsibilities under similar circumstances. Performance represents significant contributions during the performance period. (One appraisal was a 3.5 and one was a level 5 exceptional performance all others were exceeds which was a level 4)
Portfolio Administrator, 1986
Managed an individual portfolio worth over $2 million. Supervised 6 account representatives responsible for over $10 million.
Consistently ranked first locally and nationally, in collection resolutions on my individual files.
Led the team to exceed collection goals and obtain number one ranking in the office.
Located 40% of the customers deemed uncollectible and retrieved the leased equipment.
Team Leader, 1982 – Account Representative, 1978
Led the team to consistently rank first, locally and nationally in account resolutions, while ranking first, on my account resolution.
EDUCATION
DeKalb College, Atlanta, Georgia
HONORS
Received all the following awards
Winner – Stock Options Award for superior performance, 1998
President’s Club Award, 1997, 1998
Reflection of Excellence Awards, 1995, 1996
Supervisor of the Year for outstanding team performance, 1991, 1992
Supervisor of the Quarter, 1991, 1992, 1993
Elements of Success Award, 1999
Outstanding Initiative Award, 2012
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