Customer Service Account Manager

**** **** **** ***, ******, CO *****

Phone: 720-***-****

Email: *******@*****.***

Committed and reliable professional with a strong background in computer networking and account management. Over 10 years of experience working in the private sector, in administering, data management and providing great customer service. Highly focused and detail-oriented account manager with an exceptional record of client service and revenue generation. Exceptional administrative support and technical expertise and analytical skills to contribute to any interprofessional team. Strong interpersonal skills and creative skills, possessing an innate ability to find solutions to complex issues. Proficient use of office automated systems to enter, manage and retrieve data. Flexible and able to handle a variety of duties pertaining to customer service and training. Outstanding records management skills, able to manage multiple simultaneous projects with high efficiency and accuracy. Adept at working independently or managing a professional accounting team. Excellent verbal and written communication skills, problem solving skills, organizational skills, and the ability to work independently.

PROFESSIONAL EXPERIENCE

Late Stage Account Manager

Santander Consumer USA – Centennial, CO December 2018 to Present

40 hours per week

●Advanced knowledge of fund banking, portfolio management and regulatory requirements as it relates to our industry (OCC and FDIC).

●Effective communication skills (written and oral) to properly interact with prospective clients and their investors, Executive Management, and colleagues from Investment Bank, Equity Research, and Private Wealth Management functions.

●Strong team leadership skills with experience recruiting, coaching and developing talent pipeline.

●Assist in recruiting, management, and coaching of Bank team members.

●Ability to identify the strengths and weaknesses of fund clients and prospects.

●Collaborate with the team to develop new products and strategies to meet the banking goals of the local bank branch.

●Evaluate loan applications and determine the best course of action for each customer in resolving the problem permanently.

●Reduce delinquency on accounts while minimizing losses through repossession.

●Use collection tools and negotiate payment arrangements for the benefit of the customer to resolve delinquency.

●Collect payments, update accounts and notify customers of additional responsibilities.

●Promoted from role in early stage, inbound customer service to current role as the late stage account manager.

Technician Representative

SimpliSafe Inc - Boston, MA December 2017 to June 2018

40 hours per week

●Follow customer’s standard operating procedures (SOP’s) related to regulated processes.

●Verify and keep records on incoming and outgoing shipments and prepare items for shipment.

●Examine outgoing shipments to ensure shipments meet specifications.

●Unpack and examine incoming shipments, reject damaged items, record shortages, and correspond with shippers to rectify damages and shortages.

●Maintain inventory and tracking of shipping materials and supplies.

●Achieve consistent #1 or #2 rankings in monthly metrics, including call durations, number of calls per shift, and customer satisfaction ratings at a 20% faster rate than the team average.

●Process orders, shipments, bill fails, refunds and made follow-up calls pertaining to invoices.

●Activate and deactivate customer accounts; provide promotional offers and customer discounts.

●Perform a full-range of support assignments, extract, revise, or sort information from files, records, or databases utilizing various technologies.

●Train and coach new hires, explaining protocols clearly and efficiently.

●Help with new employee onboarding, prepare HR documents, process classification, and employee benefits.

Site Supervisor

Central Public Safety - Roslindale, MA June 2016 to December 2017

40 hours per week

●Efficiently work in a challenging fast paced environment with excellence demonstrating leadership ability to support the operations staff.

●Strong attention to detail and ability to work quickly while maintaining a high priority to the safety of the workforce.

●Work a flexible schedule depending on the operational needs of the clients served.

●Excellent verbal and written communications skills along with computer skills (MS Word and Excel).

●Team player with excellent people and organizational skills.

●Motivate, coach, train, reward, and recognize employees.

●Communicate and enforce compliance with state and local laws while emphasizing company standards of professionalism and safety.

●Assign and manage 13 security officers to patrol areas secured by our security organization.

●Design security policies, alarm response protocols, and access card guidelines.

●Assist with hiring, pre-employment screening, scheduling, payroll, training and support.

●Improve service protocol, present a list of potential issues, tasks and duties, and respond to security related emergencies or incidents with proper procedure.

Key Holder / Assistant Store Manager

Expressions Shoes - Roslindale, MA February 2014 to May 2016

40 hours per week

●Open and close the store, maintain an area of responsibility and problem solve with effective solutions.

●Track Inventory, maintain detailed sales records, create staff schedules, and follow instructions from headquarters to maintain the success of our local store.

●Examine merchandise to verify that it was correctly priced and displayed.

●Develop and execute employee training programs to enhance product knowledge, customer service skills, and overall team performance.

●Assign employees to specific duties to best meet store needs and provide direction to associates on the sales floor.

●Collaborate with other staff members in overseeing daily operations, including staff supervision, inventory management, and customer service.

●Interact professionally with employees, customers and vendors.

●Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve employee skills and performance.

●Assist in analyzing sales data and market trends to make informed decisions on inventory levels, product assortment, and pricing strategies.

●Possess strong customer service and interpersonal skills to drive sales by providing customers with product knowledge.

●Interview, hire, onboard, develop and train retail employees.

●Manage 7 employees and work independently when needed to keep up with staff shortages and to help provide work life balance for employees, establish and maintain effective work relationships.

●Process cash, debit, credit and check payments.

●Provide customer service to multiple customers daily in a fast paced working environment while managing other staff members.

SKILLS

●Customer Service: Demonstrated ability to understand and meet customer needs

●Presentation Skills: Experience delivering presentations to diverse audiences

●Communication: Excellent verbal and written communication skills

●Team Collaboration: Proven ability to work effectively in cross-functional teams

●Problem Solving: Strong analytical and problem-solving skills

●Critical Thinking: Ability to analyze situations and make informed decisions

●Organization: Strong organizational skills with attention to detail

●Time Management: Able to prioritize tasks and meet deadlines

●Adaptability: Quick learner with a flexible and adaptable approach

●Leadership: Experience leading small project teams

●Language: Fluent in writing and speaking Haitian Creole, Some French writing and speaking skills.

●Network Configuration and Management: Configuring routers, switches, and other network devices, managing IP addressing and subnets, implementing VLANs (Virtual Local Area Networks).

●Wireless Networking: Configuring and securing wireless networks and understanding wireless protocols (e.g., Wi-Fi, Bluetooth).Network protocols and Standards: Understand

●ing and working with networking protocols such as TCP/IP and familiarity with OSI model layers and their functions.

●Network Security: Knowledge of basic security concepts for networks,

understanding firewall configurations and security policies and implementing secure communication protocols (e.g., HTTPS).

EDUCATION

Computer Networking

Hesser College, Manchester, NH

August 1999 - June 2000

High School Diploma

Cambridge Rindge and Latin High School

Cambridge, MA

September 1996 - May 1999

North Cambridge Catholic High School

Cambridge, MA

September 1995 - 1996

Contact this candidate