Customer Service Supervisor

Isaac M. Smith

**** ******** **.

Glenn Heights, TX 75154

Home: 972-***-****/Cell: 478-***-****

ad28io@r.postjobfree.com

**/**- *******: DD's Discounts, Dallas TX

Assistant Store Manager

Supervise the day-to-day operations of a retail store, 1st key holder opened and closed store, managed store when manager away. Prepared weekly schedule, handled payroll and the interview hiring process, the daily deliveries as well as merchandising also handled discipline process up to termination.

04/06 – 12/10: First American Field Service, Westlake, TX

Customer Service Manager

Supervise the day-to-day operation of an inbound call center handling property preservation issues for Wells Fargo Mortgage, GMAC Mortgage, and Chase Mortgage. Supervised the REO field services and DLA Pre and Post sales department, housed onsite with client GMAC, monitored vendors completion and compliances of all REO owned properties. Supervise 8 agents in the daily functions handling email inquires, contractors, vendors and clients request for preservation issues with foreclosed, default, REO properties. Organize the daily team schedule, regularly monitors call volume, and provide reports to ensure maximum service and efficiency, interview new hires and train in the operation and procedures for FAFS.

10/05- 03/06: ENCORE PAYMENT SYSTEMS, ADDISON, TX

Customer Service Supervisor

Serve as supervisor assigned unit consisting of 24 agents. Supervise the day-to-day operations of agents making appointment calls for payment processing services. Effectively implement team schedule, monitor call volume, and provide applicable reports to ensure maximum service and efficiency. Coach monitor and interview prospective new employees.

04/97 - 02/05: Robins Federal Credit Union, Warner Robins, GA

Customer Service Supervisor

Serve as supervisor assigned unit consisting of 23 agents. Supervise the day-to-day operations of the team, which includes but is not limited, to inbound and outbound call functions, lending and new account activity and any other member request. Effectively implement team schedule, regularly monitors call volume, and provide applicable reports to ensure maximum service and efficiency.

Certificates: Customer Service Supervisor Training

Achieving Service Excellence

Sales Strategies - Core Program

Advanced Member Service Training

Management - Supervisor ADV Training

12/93 - 02/96: Yellow Cab Company, England

General Manager - Bar Diner

Managed 11 employees in the operation of an American style restaurant and bartender training facility. Calculated, ordered and maintain on hand inventory of food, alcoholic and nonalcoholic beverage for customer usage and training purpose. Maintained the suppliers, contractors, business, and banking accounts. Regulated the business and employees payroll.

08/92 - 07/93: Wilson's Leather, Grand Forks, ND

Assistant Manager

Supervised/Managed 4 subordinate employees. Regulated/compiled payroll and established work schedules utilizing time management technique. Directed $100,000 cash flow and balanced accounting books. Evaluated subordinates performance and sale records. Conducted mini-workshops improved productivity. Redesigned computer programs to track inventory, stocks, and shipments. Precise accountability of inventory ensured restocking remained at 100%.

04/89 - 01/92: Brinks Home Security, Carrolton, TX

Customer Service Lead Operator

Responsible for tracking incoming computerized customer comments and complaints. Recruited/interviews/selected prospective employees. Supervised corps of staff ranging from 35-40 employees. Conducted customer service training seminar, addressing most effective manner to resolve customer complaints. Received/logged in service repair and assigned subordinate staff to resolve. Evaluated and recorded employee's performance. Operated and maintained IBM 400 computer.

07/83 - 03/89: United States Air Forces

Material Facilities Supervisor

Kelly Air Force Base, TX - Performed COMSEC TOP SECRET (TS) position to include: Supervised validation, inventory, receipt, storage and delivery (TS) Cryptic Equipment. Maintained proper storage procedures. Authored/edited/maintained facility reports. Designed and implemented initial training programs for co-workers. Conducted security instructional courses for co-workers.

Andersen Air Force Base, Guam/Cannon Air Force Base, NM - Assigned to pickup & delivery/after hour support/storage and issue/receiving. Knowledge in supply policies and procedures, Air Force property accounting methods, property accounting, storage methods, warehouse control (receipt, issue and disposal), material handling techniques, methods of preparing and maintaining supply records, manual and automated supply accounting systems, logistics operational techniques (supply, inventory, maintenance, transportation and procurement). Planned scheduled inventories, inventoried base supply stock, prepared and researched inventory adjustments. Maintained and operated material handling equipment and general purpose vehicles. Maintain delivery destination, equipment authorization and classified receipt listing. Processed discrepancies, delayed action, local purchase, local manufacture and turn-ins. Received and processed issued, due out releases (DOR) and shipment request and documents verifying priority and availability.

EDUCATION:

1982 - 1984 University of Houston, Houston, TX

1979 - 1982 Warren Travis White High School, Dallas, TX

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