Vice President Customer Service

Christopher Dent

**** ***** **. ********, **•662-***-****•**********@*****.***

High-powered, persistent, and dynamic professional with experience in operations management, training facilitation, and high-level reporting for our Sales and Marketing division. I have a talent for identifying business needs within a manageable risk framework and pride myself on my ability to implement change processes when needed. Proficient in Microsoft Office Suite (Word, PowerPoint, Access, Excel, and Outlook), Visio, SQL, Salesforce, SAP, Power BI, and SharePoint management. WORK EXPERIENCE

TruGreen • Memphis, TN • 08/2021 - 08/2024

Sales Supervisor/Program Facilitator

• Facilitator of New Hire programs and recursive learning for tenured agents

• Sales coach for a team of 17 sales agents, representing one-third of the Memphis footprint

• Responsible for aligning business needs to key performance indicators (sales metrics vs. trends)

• Continually work with HR partners to ensure employee satisfaction while meeting expectations/performance management

JPMorgan Chase • Tampa, FL • 12/2018 - 08/2020

Quality Analyst/Assistant Vice President

• Communicate job expectations; planning, monitoring, appraising and reviewing job contributions

• Specialized in Fraud Recovery, Fraud Prevention, and Chargeback claims within the Commercial Card space

(approx. 230-260k active cards)

• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends

• Coordinate with operations teams to devise ways of providing Best in Class service while leveraging all available tools to minimize day to day negative impact to FTE PayPal • Wilmington, DE • 01/2018 - 08/2018

Risk Mitigation Manager

• Responsible for managing a diverse portfolio of business accounts in an effort to mitigate risk

• Completed customer service case inquiries within one business day

• Ensured incoming calls are handled within service standards and with a high level of quality

• Reviewed financial statements of select businesses to identify opportunities for relief if applicable Bank of America • Wilmington, DE • 09/2013 - 11/2017 Operations Manager/Assistant Vice President

• Managed a team of 16 back-office associates responsible for initial notification and case creation and 37 remote call center representatives supporting Financial Centers in the Southeast District

• Provided coaching and feedback through monthly one on one meetings to identify opportunities and celebrate wins

• Drove production to maintain SLA1 and SLA2 queues with a high level of quality

• Continually identified procedural gaps and escalate for immediate remediation to minimize risk impact

• Assisted in remediation of escalated issues before reaching executive level Customer Service Manager Finestationery.com • Wilmington, DE • 04/2008 - 09/2013 Operations Manager

• Managed overall production and call center operations

• Maintained roll-up reporting for productivity and all customer contact channels

• Responsible for vendor related system implementation and training EDUCATION

Bachelor of Science in Business Management

Wilmington University•Wilmington, DE

SKILLS

Auditing, Business Needs Identification, Call Handling, Change Management, Customer Service, Employee Satisfaction Management, Financial Statement Analysis, High-Level Reporting, Microsoft Office Suite, Operations Management, Portfolio Management, Power BI, Problem Resolution, Quality Analysis, Risk Mitigation, Salesforce, Sales Metrics Analysis, SAP, Service Standards Adherence, SharePoint Management, SQL, Strategic Planning, System Implementation, Training, Training Facilitation, Trend Analysis, Trend Identification, Vendor Management, Visio

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