Call Center Customer Service

TIM FARLOW

919-***-**** *********@*****.*** ***4 St James Church Rd, Ral. NC 27604 linkedin.com/in/timfarlow PERSONAL STATEMENT

Results-driven individual with management experience, strong interpersonal skills, business sense, and diverse experience. AREAS OF EXPERTISE

Strategic Planning and Forecasting, Contract Evaluation and Editing, Team Leadership, Coaching, Customer Service, Project Management, Budgeting and Resource Management, Crisis Management PROFESSIONAL EXPERIENCE

North State Bank – Raleigh, North Carolina November 2019-February 2023 Lockbox Coordinator, Full-Time

Managed new account set-up and professional maintenance for approximately 4000 HOA accounts. Leveraged banking knowledge to cross-sell financial products, improving the quality of client relationships. Conducted approximately 20 investigations specific to wire and credit/debit card fraud, in-line with bank policy. Reviewed, identified, and corrected discrepancies on daily account reporting, in-line with compliance and regulatory standards. IBM Seterus - Raleigh/Durham, North Carolina August 2010-August 2018 Manager, Mortgage Services Call Center (April 2011-August 2018) Managed a customer service team of 25 employees, meeting company call center targets for 20 consecutive quarters. Developed and administered staff training, leadership, and development programs for departmental employees. Established and maintained strategic business relationships with large financial institutions, including Fannie Mae. Increased operational efficiency 60% through IBM WATSON platform, automated onboarding, and HR functions. Contact Specialist, Mortgage Services Call Center (August 2010-April 2011) Managed inbound and outbound customer service calls, resolved customer enquiries within company service timelines. Developed in-depth knowledge of mortgage lending markets, loan servicing standards, and industry regulations. Managed internal databases and client books, ensuring quality, continuous customer service in-line with business goals. Served as Event Committee Chairman, developing strategic vendor, internal personnel, budget, and project plans. ADDITIONAL PROFESSIONAL EXPERIENCE

• Brooks Brothers, Associate (Part-time, 2020-Present)

• Catering Works, Event Manager and Logistics Coordinator (Part-time, 2018-Present)

• Coastal States Bank, Wholesale Account Executive

• Wachovia Mortgage FSB, Wholesale Account Executive

• Bank of America, Wholesale Account Executive

• 1st Mariner Mortgage, Wholesale Account Executive

• GE Mortgage Insurance, Inside Sales Specialist, Information Specialist MANAGEMENT SPECIFIC EXPERIENCE

I have direct experience supervising up to 140 employees, managing company-wide scheduling for an average of 60 events per month (Catering Works). Further management experience includes performance management, training, objective setting, mentoring, and conflict resolution.

EDUCATION

BA Communications

University of North Carolina at Chapel Hill - Chapel Hill, North Carolina, USA

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