Customer Service Representative

William Rogers

Owings Mills, MD 443-***-**** *********@*****.***

Professional Summary

Results-driven Customer Service Leader with over 25 years of experience in call center operations, team leadership, collections, and client relations. Proven ability to train, lead, and motivate teams to exceed performance goals while delivering exceptional customer service. Skilled in coaching, performance management, and building client trust in fast-paced environments.

Professional Experience

NFM Lending, Towson, MD

Customer Service / Account Manager 2024 – Present

- Manage inbound and outbound call volume of 250+ daily to qualify customers for home purchases and refinancing.

- Coach and train new call center representatives to improve onboarding efficiency and customer experience.

- Collaborate with cross-functional teams to streamline application processes.

Contour Mortgage, Towson, MD

Customer Service Representative 2019 – 2024

- Handled 200+ calls daily providing loan qualification support and follow-up on mortgage inquiries.

- Trained both new hires and tenured staff to maintain high service standards.

- Acted as liaison between customers, credit bureaus, and loan officers to ensure smooth application processing.

M&M Bedding, Dundalk, MD

Head Call Center Trainer 2013 – 2019

- Led weekly training sessions and one-on-one coaching to improve appointment setting and sales conversions.

- Oversaw floor operations to ensure quality and performance standards were met.

Green Solutions Remodeling, Glen Arm, MD

Customer Service Manager 2009 – 2013

- Managed a 10-person customer service team handling 150-250 outbound and 100 inbound calls daily.

- Implemented complaint resolution strategies resulting in improved customer retention.

- Oversaw scheduling and qualified leads for sales teams.

NCO Financial, Baltimore, MD

Collections Team Lead 2003 – 2009

- Supervised collections team with an annual secured payment recovery goal of $70,000.

- Maintained an 80% secured payment percentage through consultative collections methods.

- Guided clients through debt resolution programs based on financial analysis.

Dial America Marketing, White Marsh, MD

Assistant Branch Manager 2000 – 2003

- Promoted from representative to Assistant Branch Manager in six months.

- Supervised 40-50 indirect reports; managed recruiting, training, and call monitoring.

- Increased fundraising efficiency for multiple charitable campaigns through quality control initiatives.

Additional Experience

Reaction Cleaning Company, Owings Mills, MD

Co-Owner, Janitorial Services

Coverall of Maryland, Columbia, MD

Operations Manager, Janitorial Services

MCI Telecommunications, Towson, MD

Collections Representative

Education

B.S. in Business Management, 1992

Morgan State University – Baltimore, MD

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