Customer Service Manager

THELTON G. PARKER JR.

**** *. *****, *******, ** 60651 H: 773-***-**** C: 773-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Experienced collection and customer service professional with strong leadership and relationship-buildingskills.

SKILLS

Team liaison Risk management processes and analysisSelf-motivatedStrong verbal communicationConflict resolution

Powerful negotiatorExtremely organized

Team leadershipTeam leadershipStaff development

WORK HISTORY

Collection and Customer Service Rep, 11/2015 to 06/2016

Opportunity Loans – 11 e. Adams St. Chicago I'll

Effectively managed a high-volume of inbound and outbound customer calls.Addressed and resolved customer product complaints empathetically and professionally.Defused volatile customer situations calmly and courteously.Accurately documented, researched and resolved customer service issues.Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centerenvironment.Identified chronic customer issues by creating and maintaining customer complaint log.

Collection Manager and Collection and Customer Service Rep, 10/2007 to 06/2015

Enova Finance – 175 w.Jackson Blvd. Chicago I'll

Effectively managed a high-volume of inbound and outbound customer calls.Addressed and resolved customer product complaints empathetically and professionally.Gathered and verified all required customer information for tracking purposes.Defused volatile customer situations calmly and courteously.Accurately documented, researched and resolved customer service issues.Evaluated consumer reports on a monthly basis.Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centerenvironment.Identified chronic customer issues by creating and maintaining customer complaint log.Referred unresolved customer grievances to designated departments for further investigation.

Prepared reports and communication for senior management and clients.

Managed high call volume with tact and professionalism.Managed high call volume with tact and professionalism.

Provided incentive to increase productivity by offering employees awards for best customer service.

EDUCATION

Associate of Arts: Theology, Incomplete

Moody Bible Institution - Chicago I'll

Continuing education in business

ACCOMPLISHMENTS

SupervisionSupervised team of three staff members.Also received many award and certificate,,will explain

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