Customer Service Manager

Customer Service Manager

HIGHLIGHT OF QUALIFICATIONS AND ACHIEVEMENTS

Extensive experience (10+ yrs.) in business management, office administration within the finance industry and non-profit/government sectors

In-depth knowledge of maintaining various types of business communication, partly confidential materials and product portfolios

Coordinated and scheduled projects in collaboration with various departments meeting deadlines as scheduled

Effective leadership, motivational, interpersonal and communication skills

Languages: Fully bilingual fluent (English/French, written/oral)

Ability and talent to research, compile and analyze data in a timely fashion

Proactively liaised with all levels of the organization from diverse background

Applied tact and diplomacy; was able to avoid conflict and achieved win/win among parties

Superb time management skills: able to maintain records and effectively meet deadlines

Proficient in various office software systems: MS Office Suite, PowerPoint and Social Media

Coached a team to increase their calls per hour from 20 to over 40 within 2 months/KPI

Developed several New Hire training programs (consumer + auto finance)

WORK HISTORY

EMPLOYMENT SPECIALIST,

The Centre for Skills, Development and Training, Mississauga ON

2013-2016

Worked with front line team utilizing Motivational Interviewing and Solution-Focused counseling models to determine clients’ needs

Maintained attendance documentation, program records and client files in a confidential manner, in accordance with relevant privacy legislation and internal procedures

Maintained up-to-date customer records in the EOIS-CaMS and Client Tracking System databases

Monitored customer progress through conducting regular follow-up activities and soliciting client feedback

Provided direct support and guidance to both self-directed and case managed clients

Gathered hands on experience working with assessing, coordinating, and reviewing clients’ needs; coached, mentored, supported, and provided direction to individuals

Made recommendations for specific areas of process improvement and departmental efficiency

Ability to utilize tact, and diplomacy when dealing with any individual, and avoid conflicts of interest, while maintaining confidentiality

BILINGUAL COLLECTION MANAGER

Wells Fargo Auto Finance, Financial Lender, Mississauga ON

2004-2011

Successfully managed 10 direct, and over 30 indirect reports

Analyzed queues closing work flow gaps to meet saturation/penetration levels

Reviewed and made recommendations for process efficiency and effectiveness

Analyzed statistical reports to ensure all targets were met and exceeded

Coached and provided direction to team leads and C/S Representatives

Smoothly and professionally handled escalations to ensure customer satisfaction

Delivered monthly, yearly performance appraisals of team members

NOTABLE ACHIEVEMENTS

Proposed, developed and implemented a new tracking system for coaching reviews

Created motivational and training refresher sessions for a staff of over 75 within the Collections Department

EDUCATION

Diploma of Collegial Studies – Social Sciences

Dawson College, Montreal, QB

Diploma of Social Service Worker

Sheridan College, Oakville, ON

Courses in Social Welfare (2 years)

Concordia University, Montreal, QB

PROFESSIONAL TRAINING AND DEVELOPMENT

Centre’s Client Tracking System (CTS) database, The Centre

EOIS-CaMS, The Centre

Source For One Manager’s Certification, Wells Fargo

Ethics Certification, Mohawk College

VOLUNTEER

Father Michael Goetz S.S., Fundraising Committee

Peel Caribbean Basketball Association

Citibank Canada – Voice of the Employee Task Force

Castlebridge Public School Volunteer Program

References Available Upon Request

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