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Customer Service Manager

Location:
Texas
Posted:
April 25, 2016

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Resume:

CHE’ COUNTS

GRAND PRAIRIE,TX Tel: 214-***-**** Email: acuh33@r.postjobfree.com

SR RELATIONSHIP MANAGER

Motivating Leadership Operational Management Accounts Payable/Accounts Receivables

PROFILE: Respected, motivating and natural visionary leader with over 20 years of diverse experience in all phases of banking relationships and a disciple of Lean Banking Techniques. Repeatedly proven success and recognized strength identifying and implementing improvement strategies that build relationships, retain customers and increase profits across multiple industries. A practitioner of business focused solutions that are communicated passionately with an enhanced ability to construct and present business concepts and plans in a clear and persuasive manner. Able to negotiate complex business issues, with the highest level of integrity, fairness, and honesty when dealing with a range of sensitive issues.

CORE BUSINESS COMPETENICES INCLUDE:

Change Management Lean Cost Control Systems

Total Quality Management Business Development

Written, Presentation and Oral Communication Skills Underwriting Proposals

Managing Credit Quality Sound Risk Management Protocols

AP/AR Processes & Management Organizational Development

Developing, managing, and growing a sound and profitable loan portfolio Retail/Consumer Banking

professional experience

North Texas Media Group 2/2014-10/2015

Operations Manager Duncanville, TX

Managed the services offered to every customer

Managed processes and resources delivering the service, responsible for overseeing the service delivery team, ensuring the coordination of this team in overall planning activities, service delivery and issue resolution.

Demonstrated ability to work independently, self-starter and highly motivated to work in a fast paced and changing environment

Monitor and review performance against the SLA / OLA service and updated them as needed

Demonstrated skills in critical thinking, time management, and leadership for all clients

Analyzed financial consequences of processing methods and provided feedback to clients to cost reduction

Excellent communication, reporting, and presentation skills for all trainings and team members

Identify functional gaps and design solutions that create efficiencies and improve controls.

Support the continuous improvement, cost reduction and performance of the services

100% Customer Service through measurement of KPIs and customers satisfaction surveys

First Data/Chase Paymentech 10/1997-11/2013

Sr Relationship Manager Dallas, TX

1/2010-11/2013

Managed a portfolio of 25-30 clients who processed over $130 Million in sales annually

Resolved product/policy issues and shared benefits of new technology solutions

Negotiated contracts, conducted client training, and provided SLAs and OLAs

Manages processes and resources delivering the service, responsible for overseeing the service delivery team, ensuring the coordination of this team in overall planning activities, service delivery and issue resolution.

Strategic alignment of services with business and IT strategy

Support the continuous improvement, cost reduction and performance of the services

Establishes and updates the Service Catalog entries as needed

We did reports from our Service Now tickets every month to help the clients efficiently

Guaranteed positive customer experiences and resolved all customer complaints

Performed as a project team member and achieved 100% on all major projects

Excellent communication, reporting, and presentation skills for clients

Demonstrated ability to work independently, self-starter and highly motivated to work in a fast paced and changing environment

Research and resolve all Account Payable errors or problems affecting production and quality

Partnering with various business units to maximize revenues, minimize expense, and maintain high level of customer satisfaction as measured by overall portfolio profitability and customer retention

Monitored and analyzed financial consequences of processing methods, and worked with clients to minimize their costs in this area which increase their portfolio to 95%

Control credit risk and identify business risks associated with Client base

100% Customer Service through measurement of KPIs and customers satisfaction surveys

First Data/Chase Paymentech 10/1997-11/2013

Manager Dallas, TX

8/2003-12/2009

Mentored, coached, and trained team members for their day-to-day operations

Managed processes and resources delivering the service, responsible for overseeing the service delivery team, ensuring the coordination of this team in overall planning activities, service delivery and issue resolution.

Contributes and collaborates with GIS service lines and organizations, in order to maximize business value creation of products and services delivered.

Demonstrated ability to work independently, self-starter and highly motivated to work in a fast paced and changing environment

Performed monthly Performance Improvement Management monitoring evaluations on all team members which caused improve quality and knowledge to go up to 95%

Monitor and review performance against the SLA / OLA service and updated them as needed

Demonstrated skills in critical thinking, time management, and leadership for all clients

Analyzed financial consequences of processing methods and provided feedback to clients to cost reduction

Excellent communication, reporting, and presentation skills for all trainings and team members

Identify functional gaps and design solutions that create efficiencies and improve controls.

Managed the needs/requirements of high revenue accounts through extensive follow-up procedures and polices

Support the continuous improvement, cost reduction and performance of the services

100% Customer Service through measurement of KPIs and customers satisfaction surveys

First Data/Chase Paymentech 10/1997-11/2013

Accounting Dallas, TX

10/1997-8/2003

Managed accounts payable, accounts receivable, and payroll departments

Works closely with the General Ledger group to assist in clearing up bank reconciling items in a timely fashion

Reported on variances in quarterly costing reports

Creates monthly client invoices and analyze/reconcile inventory balances monthly

Prepared annual company accounts and reports

Monitored and recorded company expenses

Streamlines and standardizes the billing and collections processes in order to minimize aging AP/AR

Ensured compliance with accounting deadlines

Directed work flow, supervised and trained new accounting staff

education and professional development

Bachelors of Business Administration, Our Lady of the Lake University

CERTIFICATIONS AND ASSOCIATIONS

Zenger Miller Management Certification

Employee of the Month Award

Total Quality Management Training

Performance Improvement Management Training

TECHNICAL SKILLS

Microsoft Office Word, Microsoft Access, Microsoft PowerPoint, Microsoft Excel Skills (including pivot tables, graphs, and database manipulation), Microsoft Windows XP and Microsoft Office XP Professional, Accounts Payable, Account Receivables, PeopleSoft, Outlook, Service Now/Service Managemene, SLA's, OLA's, KPI, MSA, AMA, POS, RSA, Salesforce.com, CRMs, SharePoint, Written, Presentation and Oral Communication Skills



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