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Customer Service Manager

Location:
Tennessee, United States
Salary:
40,000.00
Posted:
October 06, 2016

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Resume:

Valerie Cooper

**** ********* ***** **** * #***

Memphis, TN. 38125

901-***-****

acwx1p@r.postjobfree.com

Experience:

Randstad /ServiceMaster

Collierville, TN

Customer Care Associate October 2015 - Present

Claims Capture Unit

•Process emails and phone calls daily; dispatch to various locations over the United States

•Handle any/all aspects of customer accounts and service needs, solicitation, inquiries, and problem resolution.

•Build and maintain customer relationships to develop repeat customers for business needs.

•Effectively utilize the following computer programming: (Live, 365 Respond, Respond 1 and XactAnalysis, Windows 7, and Windows 10) for tracking information and/or troubleshooting.

•Successfully ensure that customers receive the best service possible through processing updates, preparing general correspondence and coordinating reports in a timely manner

•Efficiently act as a liaison between customer and provider regarding pricing, scheduling and Payments. Below are some additional tasks that I successfully handle:

•Urgent customer calls for immediate service

Offer assistance to customers who need board up, tarping, structural cleaning, structural repairs, water and fire damages and furniture items that have been damaged and need mitigation

Accurately record all customer information and call history information manually and electronically

Offer marketing and promotional offer to enhance additional business revenue

Conduit Global

Cordova, TN

Wireless Care Manager May 2014 - July 2015

Project: (Verizon Wireless)

Coached and developed agents on ERP, RR and how to decrease idle time to remain productive in the system to produce effective satisfactory numbers.

Policy and procedures enforcement, correct and update agent’s time in E-time to stay in adherence/workforce management.

Reviewed quality reports daily and report/monitor trends.

I administer written and oral constructive criticism to agents for positive results during a standard call.

utilize etime /workday daily by performance and the resources being used by tracking ERP, scheduling, sending reports identifying bottom line performers

Expedited communication between agents and upper level management/HR.

Take supervisor calls making sound intense decisions regarding credit to customers account.

Coached and developed agents to improve and maintain quality metrics and adherence goals.

Met with agents for one on one discussions regarding current call, proceed to meet with team regarding group calibration and team building.

Using dash board to track acceptable performance trend

I implemented a performance plan to increase positive customer service satisfaction where calibrations are scheduled with quality specialist, trainers, and upper management.

Hands on training and development of agents in a managerial capacity.

TitleMax Memphis, TN

Store Manager January 2013 - March 2014

Project: (Title Loans)

Decreased office expenditures while increasing revenue, the growth results

comes from consistent direct marketing, campaigning and successful event

planning,

Work kronos/Etime for scheduling, tracking time to specific activities like Travel time jobs, and projects

Use Dashboard for verifying monthly expenses, marketing or slowing revenue growth and manage reports with Metrics and Stats review for my team performance and evaluations

Run year to date reports to set monthly goals for company’s growth

I created a plan toward decreasing charge-offs as well as the delinquent accounts, by

administering strong collection procedures, I've successfully hit and over

succeeded the monthly goals and store profit

Verifying monthly expenses, marketing or slowing revenue growth

Developed efficient workflow and positive team building/safety environmental improvements that made it possible to consistently increase revenue for the company monthly.

Protected company asset by following company's policy and procedures, however resolve and/or report anything that is not in compliance with guideline to upper management or follow the proper chain of command as followed.

Enforced code of conduct, issue corrective action when and where necessary.

Handled and resolve all cash management issues effectively. Operator errors have decreased by 60% within the past year.

Customer care resolution, analyze and verify all applications for approval, administer hard and soft collections as needed. Handle all complaints, compliments and challenging issue with complete customer satisfaction.

Handled all administrative and operational duties to manage office (this includes accounts payable and receivable). Approve time in Kronos/E-time

Verified all vehicle title certifications for any abnormality or fraudulent activities in order to decrease quantity of falsified accounts.

Neighborhood Title Loans Memphis, TN

Store Manager January 2011 – January 2013

Project: (Title Loans)

Handled and resolve all cash management issues effectively. Operator errors have decreased by 60% within the past year.

Customer care resolution, analyze and verify all applications for approval, administer hard and soft collections as needed. Handle all complaints, compliments and challenging issue with complete customer satisfaction.

Verified all vehicle title certifications for any abnormality or fraudulent activities in order to decrease quantity of falsified accounts.

Calculated, reviewed and corrected errors on interest, principal, payment and fees, using computer and 10-key calculator.

Performed follow up on customer care resolution, analyze and verify all applications for approval, administer hard and soft collections as needed.

Handled all complaints, complements and challenging issue with complete customer satisfaction.

Customers are notified for increase in loan value, reminder of payment requested by customer either by telephone or in person regarding their application status

File review and maintained loan records book keeping for business state law purposes as well as state auditor purpose for business compliance.

While interviewing loan applications, verified all vehicle title certifications for any abnormality or fraudulent activities in order to decrease quantity of falsified accounts.

Obtained and verified employment, resident and personal references before entering into financial data systems this will help assist in completing the loan application process.

Reviewed customer accounts in order to determine whether payments should be made promptly and that other loan terms and conditions are being implemented properly. This will determine hard or soft collections.

Accepted payments, make payment arrangements, answer questions and advise customer regarding their loan and transactions.

Advised and counseled customers on their delinquent accounts to benefit customers and meet company's expectations.

Developed and implemented product marketing strategies including advertising campaigns and sales promotions to increase revenue.

Developed and coached staff to interact positive with customers and vendors in person as well as by phone. Train new staff members on all procedures and safety precautions.

TitleMax Memphis, TN

Store Manager August 2008 - January 2011

Project: (Title Loans)

Decreased office expenditures while increasing revenue, the growth results

comes from consistent direct marketing, campaigning and successful event

planning,

Work kronos for scheduling, tracking time to specific activities like Travel time jobs, and projects

Approve employees time in Etime as well as use Dashboard for verifying monthly expenses, marketing or slowing revenue growth and evaluations, run year to date reports to set monthly goals

Succeeded monthly goals by decreasing charge-offs as well as the delinquent accounts, by administering strong collection procedures

Developed efficient workflow and positive team building/safety environmental improvements that made it possible to consistently increase revenue for the company monthly.

Protected company asset by following company's policy and procedures, however resolve and/or report anything that is not in compliance with guideline to upper management or follow the proper chain of command as followed.

Enforced code of conduct, issue corrective action when and where necessary.

Handled and resolved all cash management issues effectively. Operator errors have decreased by 60% within the past year.

Customer care resolution, analyzed and verified all applications for approval, administer hard and soft collections as needed. Handle all complaints, compliments and challenging issue with complete customer satisfaction.

Verified all vehicle title certifications for any abnormality or fraudulent activities in order to decrease quantity of falsified accounts.

Sitel Corp Memphis, TN

Customer Service Manager October 2005 - August 2008

Project: (Medicare, Wellcare)

Managed customer service team and inbound sales accounts

Supervised and coordinated activities of agents

Utilize Kronos and Blue pumpkin time, agent information, workforce management and

paid time off, vacation time, Vacation request, sick time

forecasting scheduling

Stats and Metrics

Advised Operational Manager on problem areas as wells as concerns, any unforeseen or unresolvable issue. Handle all policy and procedures, correct and update agent’s payroll adherence/workforce management.

Reviewed quality reports daily and report/monitor trends. Administer written and oral constructive criticism to agents for positive results during a standard call.

Expedited communication between agents and upper level management/HR.

Assisted with supervisor calls making sound intense decisions regarding arrival time for patient’s medicine

Coached and developed agents to improve and maintain quality metrics and adherence goals.

Met with agents for one on one discussions regarding current call, proceed to meet with team regarding group calibration.

Hands on development of agents in a managerial capacity; coordinated oversaw weekly training sessions for agents.

Interviewed new hires and internal agents for current projects and positions when openings were available.

Education:

Rice College

Certificate in Nursing Assistant

References Available upon Request



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