Customer Service Manager

ZULEMA PAYTUVI

*** ******** ****** ************, ******** 60108

630-***-**** *****@*******.***

DIRECTOR OF OPERATIONS / GENERAL MANAGER

Seasoned operational director with over 20 years of experience driving exemplary customer service and building key relationships. Collaborative leader and dynamic communicator, promoting constructive relationships and galvanizing team members while inspiring managerial success. Results-driven strategic planner creating short/long-term plans for maximizing profits. Passionate solution provider, building market growth, brand awareness, and sustainable profits to make positive impact companywide.

Demonstrated success in:

Coordinating multiple projects with competing priorities in challenging, high-pressure environments.

Managing large-scale programs with cross-functional teams at different worksites.

Designing customer-centric and market-minded strategies for launching new businesses and products.

Strategic Planning Customer Service Performance Management Team Building

Budgeting Vendor Relations Quality Control Risk Management Stakeholder Alignment

P&L Proficient Customer Relationship Management (CRM) Profit Optimization Staff Development

Leadership Problem Solving Interpersonal Skills Decision Making Creative Solutions Communication

PROFESSIONAL EXPERIENCE

TRANSCENTRA Naperville, Illinois 2014-2016

Private label company with 7 locations and 3K employees.

Site Manager

Directed 40 associates, production manager, and supervisor performing daily deposits for Fortune 500 customers. Ensured adherence to all service level agreements (SLA) expectations. Managed $30M budget involving vendor management, risk management, and audits. Interacted positively with clients and liaised with client services to continuously improve customer service. Conducted training and oversaw staff performance.

Lowered expenses $250K annually by reducing staff and launching performance initiatives that streamlined processes and enabled greater outcomes with fewer people.

Saved $15K per month in penalties, overachieved qualitative SLA measurements in 3 months, and reduced issues so dramatically that customer phone calls went from daily to once per quarter.

Cut costs $100K in under 12 months by meticulously reviewing expenses and streamlining usage.

Enabled $75K profit in under 1 year following initial $120K annual losses by taking initiative to proactively improve efficiencies, bottom-line revenues, and measurable, qualitative standards.

Prevented government interventions and improved risk management by initiating new workflow standards resulting in shift from 10 Hippa errors to 0 within 3 months.

Enhanced production standards to 120% in 1 year, up from 50%, by training staff to take full ownership of actions and increasing staff potential by developing PIP and Development tools.

Overachieved on company-set goals, including improving conditions 75% (25% over expectations) while ensuring clients did not lose further customers, translating to stronger bottom-line.

Commended for creating profitable turnaround with client initially losing ~10 customers per month with no new business, motivating sales staff and providing strategies resulting in 25 new customers in 3 months.

DELICITY CAKES Roselle, Illinois 2012-2014

Privately owned & operated bakery offering custom cakes and confections.

Co-Owner / Manager

Spearheaded entrepreneurial business, including finance, budgeting, HR, strategic planning, customer service, marketing, and sales channel development. Directed all facets of daily operations and back office activity. Recruited highly qualified personnel and managed performance.

ZULEMA PAYTUVI Page 2 630-***-**** *****@*******.***

DELICITY CAKES, Co-Owner / Manager, continued:

Achieved startup business success, with company still in operation today, by establishing strong business plan, analyzing outcomes, making adjustments, and restructuring operations to meet market needs.

Cultivated new business through exceptional marketing, website design, social media, persuading satisfied clients to use review sites, and maintaining outstanding customer service.

BNY MELLON Chicago, Illinois 1999-2012

American global banking, financial service, and lockbox provider to Fortune 500 companies.

Project Manager 2009-2012

Coordinated high-profile software development project with companywide impact involving major upgrade to data entry system. Monitored project using hands-on approach. Communicated with upper management on vendor collaboration and overall project progress. Provided training to 300+ associates on new software.

Increased data entry operator output from 30% to 200% by collaborating with software vendor to deliver custom solutions, using lockbox background to support software writing to benefit all 7 sites.

Enhanced production standards and cut costs by 130% by gaining efficiencies and eliminating need for more staff, while acquiring new business.

Delivered large-scale software development and implementation project on-time, under budget, and to highest quality standards by maintaining Project Management tool for tracking progress and timelines.

General Manager VP 1999-2009

Headed Lockbox Site operations in Chicago with upwards of 400 staff, handling 7M retail C2B payments and 1.2M wholesale B2B payments each month. Led 6 managers and 10 supervisory staff members. Oversaw employees performing AR payment postings amounting to 55M+ keystrokes of data entry per month. Handled hiring, onboarding, performance reviews, promotions, and terminations.

Drove net profit of $1.2M annually through superior customer service relations, vendor management, and sales & product staff support in ensuring lowest possible price offerings to key customers.

Reduced costs by 300%, achieving lowest cost per item in 7-site network with 3K employees.

Increased volume from $3M to $7M payments in retail per month by leveraging knowledge and out-of-the-box thinking to support sales staff selling business to new relations.

Empowered Sales & Product Manager success by providing subject matter expertise on solutions to new services required by clients, and in closing deals by building new customer relations and presenting tours.

Attained perfect external audits for 15 consecutive years, and Best Quality Measurements across 7 sites.

Recognized with Star Award as best employee of BNY; among 25 winners from 26K staff worldwide.

Earned $30K per year bonus based on contributions; rated Excellent in performance reviews for 15 years.

CAREER NOTE: Details on roles and achievements with BNY Mellon prior to 1999 available on request.

EDUCATION

Bachelor of Arts in Psychology

Marquette University, Milwaukee, Wisconsin

TECHNICAL SKILLS

Microsoft Office (MS Word / MS Excel / MS PowerPoint / MS Outlook)

Wausau Retail Lockbox Wausau Wholesale Lockbox TMS

LANGUAGE SKILLS

English / Spanish Bilingual

ZULEMA PAYTUVI

221 Lorraine Circle Bloomingdale, Illinois 60108

630-***-**** *****@*******.***

Dear Sir / Dear Madam:

With over 20 years of exemplary business development experience and a highly successful background in large-scale project planning, I now seek the opportunity to bring my [Job Title] expertise to [Company Name]. A dynamic thought leader, I maintain a personal stake in every assignment I take on, and excel at motivating colleagues and stakeholders to maintain project enthusiasm throughout business lifecycles. By aligning new business strategies with long-term plans, I have achieved far-reaching goals with highly profitable results, and I am confident my strong leadership and relationship building abilities can make me a valued asset to your organization.

My roles have ranged from General Manager VP to Site Manager, and I have also achieved entrepreneurial success launching a start-up business. My credentials include a bachelor’s degree in psychology, and I am fully English and Spanish bilingual.

Some highlights from my career include:

Enhancing production standards to 120% in 1 year, up from 50%, by training staff to take full ownership of actions and increasing staff potential by developing PIP and Development tools.

Increasing data entry operator output from 30% to 200% by collaborating with software vendor to deliver custom solutions, using lockbox background to support software writing to benefit all 7 sites.

Enabling $75K profit in under 1 year following initial $120K annual losses by taking initiative to proactively improve efficiencies, bottom-line revenues, and measurable, qualitative standards.

Driving net profit of $1.2M annually through superior customer service relations, vendor management, and sales & product staff support in ensuring lowest possible price offerings to key customers.

A more detailed presentation of my professional background can be found in the enclosed resume. I have included my contact information and I would welcome the opportunity to discuss my qualifications with you. Thank you for your consideration, and I look forward to your response.

Sincerely,

Zulema Paytuvi

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