Customer Service Manager
Resume:
Sayde Morales
Powder Springs, GA 30127
*****.*******@*****.***
Professional Objective
To utilize my outstanding communications skills, impeccable diplomacy, and 15 years of credit and collections experience in an active, challenging leadership role.
Qualifications
Extensive management experience, a proven record of accomplishment as both a people and results oriented manager. Strengths developed during my career are Development, Implementation, Execution, and Planning. Several projects include developing complete Accounts Receivable department from the planning stage to the actual operations. Proactive management and solid knowledge of the credit and collection process with strong computer, analytical, and negotiation skills. Bi-lingual Spanish professional.
Career Highlights
01/15 – 12/16 Ink
Atlanta, GA Senior Credit Manager
Developed and standardized written policy documentation related to the credit and customer set up process.
Interface with the sales organization to communicate credit decisions and ensure timely review of new customers. Set up new accounts and credit limits based on Credit-Safe and D&B reports.
Negotiate documentation and payment terms with customers to ensure transactions are properly secured.
Responsible for issuing prepayment and batch invoicing in conjunction with the Accounts Payable department.
Ensure that all sales contracts are received and appropriately signed in a timely manner.
Review accounts and provide action plans for slow payers.
10/10 – 01/15 Dade Paper
Austell, GA Senior Bilingual Customer Service Representative
Interface directly with customers either by telephone, electronically, or face to face
Fulfilled quality assurance in order to ensure customer received correct products and high quality shipments and deliveries.
Resolved routine questions and problems related to quality.
Process orders, forms, applications, and requests
Assist in increasing sales and profitability to each account by suggesting new and complementary products to our new and existing customers
Answer calls in a prompt, friendly, and professional manner
Assist customers with special needs and request (quotes, road net, special orders, credit applications, pod’s…)
Assist sales consultants with their sales and pro orders
Optimize fill rates by providing alternatives, substitutes, for discontinued or out of stock items
Assist the accounts receivable department (credits, rebills, returns, pick-ups…)
3/09 – 8/2010 US Census Bureau
Marietta, GA Office Operations Supervisor
Performed a wide variety of clerical functions associated with office processing, field operations, recruiting, testing and administrative operations.
Trained both in office and field operations clerks and field employees
Assist in personnel operations of the office processing personnel actions, affecting appointments and separations intermittent field and office employees.
Maintaining of personnel files and records, position description files, manuals and instruction books.
Assist in scheduling and administering the testing of job applicants for various positions. Assist in monitoring the testing sessions, scoring the tests, maintaining test files, and reviewing application forms.
12/07 – 08/09 Astra Business Services
Bi-lingual Independent Call Center Manager
Assisted with the development of bi-lingual account resolution specialists.
Sole responsibility for Spanish Nationwide and Puerto Rico accounts.
Closely monitored and reviewed accounts due to the organization.
Implemented policies, objectives, and training material as the quality assurance analyst for the collections teams of credit card, automotive, mortgages, medical, and telecommunications portfolios.
Stateside relationship with clients such as Collect America, Arrow Financial Services in credit cards,
Financial Control Services dealing with health care debt and debt consolidation companies dealing with debt counselors and supervisors.
8/03 – 12/07 Astra Business Services
Haryana, India Call Center Operations Manager
Managed a global debt acquisition company located in India.
Operated and Managed 3 Call Centers in the processes of Training, Credit, Collections, and Customer Service.
Accomplished goals by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations, planning, monitoring, appraising job contributions; recommending compensation actions; adhering to policies and procedures.
Developed and managed Quality Assurance department of accounts receivables and customer service representatives.
Established and implemented departmental policies, goals, objectives, and procedures of Start-up Company.
Training of the American economical culture of consumer’s debt and collections and daily training and education in the collection process under ACA and FDCPA guidelines.
Managed the portfolio flow of 16 top clients including: HSBC, Citigroup, Capital One, and JP Morgan Chase. Had sole responsibility as the account manager to the client Collect America.
Maintained exceptional rapport as Client Relations liaison with 90% retention of portfolio business.
Hired and trained all Bi-lingual (Spanish/English) account resolution specialist.
9/01 – 8/2003 Acuity Specialty Products
Atlanta, GA Credit and Collections Specialist
Set credit limits on new accounts based on D&B reports, called references to verify credit worthiness.
Ensured all credit and accessorial agreements signed and updated computer database.
Worked with operations to set up new accounts and billing requirements to ensure new customers were invoiced accurately and all billing requirements met.
Worked with Field Sales to help increase revenue from existing customer base and to assist with growth of company through new customers.
Reviewed accounts and provided action plan to correct slow paying accounts, placed accounts on credit hold.
Worked open items on accounts to apply open credit to correct invoices.
Worked lockbox daily to apply open credit and exceptions from the bank to the proper account and invoices, verified and confirmed credit of customer base with other vendors and updated computer database.
1/ 1998 – 5/ 2001 Nationwide Credit Inc.
Marietta, GA Call Center Bi-lingual Unit Manager
Improved the performance of all collectors by developing and creating teams to increase collections.
Maintained objectives by selecting, orienting, training, scheduling, coaching call center representatives via the QA and performance matrix of company policy.
Developed and trained all new bi-lingual (Spanish/English) account resolution specialists
Skilled in the immediate resolution of collectable accounts. Determination of assets and securing the same active pursuit of client charge-off debts.
Negotiations specialists including: immediate payment in full by offering three-part pay out, referrals for refinance and outsourcing of lenders for funding to secure collections of client assets.
Consecutively hit and exceeded client goals for agency.
Education
Kennesaw State University Expected Graduation Date - December 2017
Bachelor of Business Administration, International Business GPA 3.4
Minor: Finance
Southern College
Associate Degree in Business 1993
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