PROFESSIONAL SUMMARY

Supportive Customer Service Leader focused on proven results and innovative Team Development

Highly accomplished and innovative Customer Service leader with over 15 years of management experience; A conflict resolution champion who understands the critical balance required to manage people and prioritize projects. Focused on delivering operational excellence in areas of Talent Development, Policies and Procedures, Coaching and Mentoring. A dynamic and skillful team motivator who values vision, accomplishments and rewards.

PROFESSIONAL EXPERIENCE

SQUAR MILNER, Newport Beach, CA July 2010 – January 2016

Ranked in top 100 Public Accounting Firms, specializing in Corporate Tax, Audit and Financial Consultation Services

Customer Service Collections Manager

Partnered with AR management team to improve collection processes that resulted in increasing monthly productivity and profits by 20% within 3 months.

Developed and managed weekly staff performance reports.

Identified trends and recommended strategic initiatives to improve overall client services.

Managed $500K-2M client accounts, billing and collections.

Led collections team of 5 on special customer retention based projects as assigned by CFO.

AMERICAN TELECOM SERVICES, City of Industry, CA May 2007 - June 2010

Specializing in Telecom and VoIP network delivery

Call Center Operations Manager

Managed team of 12 customer service representatives.

Created new and innovative training programs for CSRs which resulted in higher customer retention rates.

Developed schedules based on forecasted volumes and made recommendations on staffing needs that resulted in consistent coverage to handle high call volumes.

Prepared detailed reports on call volume, rep availability, AHT, policy adherence, and call quality to access and address departmental needs.

Established quality system standards that assisted CSRs with swifter issue resolution and drastically improved client satisfaction.

Managed monthly Department Operations budget consistently within 20% of company’s goal.

ERI FINANCIAL SERVICES, Riverside, CA February 2005 - April 2007

Early Stage collection and loss prevention collection service provider

Customer Relations/Collection Account Supervisor

Managed three 25k-100k accounts and a staff of 10 collection/customer service representatives.

Increased collections per account by an overall average of 35% over 6 month period.

Established collection/customer service techniques and workflow that were adopted as best practices based on consistently exceeded monthly goals set by the CEO by an average of 20%.

Analyzed reports on collection/delinquency trends, accounts in queue and problem accounts.

CORE COMPETENCIES

Executive Leadership

Retention Specialist

Culture Keeper

Business Strategist

Top Down Communication

Policies and Procedures

Coaching/Mentoring

Process Improvements

Budgeting

Workforce Planning

Team Development

CSM Excellence

CERTIFICATIONS

Business Administration Training Principles 2014

Training and Development 2012

Certificate of Achievement, Customer Services Excellence 2011

Customer Rules 2010

Leadership in Code of Ethics 2010

Leadership Foundations Training 2010

COMPUTER SKILLS

Office Suite 2013, MS Outlook, Access

Forecasting Aspect & Genesys Software

ACD & CTI Systems - Witness & Screen Scrap

EDUCATION

Phillips College Associates Degree, AA 1994

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