Customer Service Project Management
Resume:
New Castle, DE *****
********@*******.***
EDUCATION AND
TRAINING
Some College (No Degree)
Delaware Technical And
Community College - Owens,
Georgetown, DE
SUMMARY
I am a Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experienced stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
SKILLS
Expert in the following :
EXPERIENCE
MANAGER
Barclaycard US Newark, DE January 2009 - December 2019 JAMES DEAN
• Project Management
• Sales Techniques
• Team Leadership
• Hiring and Training
• Recruitment and Hiring
• Staff Training
• Employee Coaching and
Motivation
• Problem Resolution
• Performance Evaluations
• Issue and Conflict Resolution
• Salesforce Management
• Strategic Planning
• Customer Service
• Staff Development
• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Trained employees on additional job positions to maintain coverage of roles.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
JD
COLLECTIONS MANAGER
Simm Associates New Castle, DE August 1999 - June 2009
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Recruited and hired qualified candidates to fill open positions.
• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
• Led team meetings and one-on-one coaching sessions to continuously improve performance.
• Entered time and attendance logs in preparation for payroll.
• Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
• Conducted quality, timely performance feedback and performance appraisals.
• Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
• Maintained adequate staffing to meet objectives within budget.
• Minimized staff turnover through appropriate selection, orientation and training.
• Created training modules and documentation to train staff.
• Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
• Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
• Managed daily posting of payments to customer accounts.
• Developed and improved procedures for collection of past due amounts.
• Reached out to customers to discuss late payments and options for remitting amounts due.
• Completed investigations of customer accounts and payment histories.
• Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
• Updated accounts with documentation of interactions and current information.
• Received and submitted payments and applied amounts to customer balances.
• Collaborated with legal resources and recovery teams to manage default issues.
• Contacted customers in person at personal and business locations to collect payments directly.
• Reduced losses by restructuring loan payment plans.
• Completed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
• Researched, evaluated and resolved discrepancies and customer concerns.
• Reviewed credit records to evaluate customer histories.
• Performed research and due diligence to resolve issues.
• Effectively negotiated restructuring of loan payments.
• Verified details of transactions, funds received and total account balances.
SENIOR QUALITY CONTROL ANALYST
MBNA Newark, DE February 1991 - October 1998
CERTIFICATIONS
• Conducted month-end balance sheet reviews and reconciled variances.
• Created and mailed current statements to customers.
• Established clear methods for determining proper process with each customer type.
• Created and distributed updated customer statements.
• Researched and resolved billing and invoice problems.
• Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Reduced time and costs and increased efficiency by introducing new accounting procedures.
• OPY Monitored payments due from clients and promptly contacted clients with past-due payments.
• Renegotiated payment terms with dozens of suppliers.
• Rectified escalated accounts payable issues from employees and vendors.
• Suggested process improvements to secure prompt and regular receipts for organization.
• Maintained quality assurance procedure documentation.
• Monitored completed work and provided feedback to improve team member performance.
• Contributed to business growth by confirming customer satisfaction with service and quality.
• Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
• Recommended improvements to systems and procedures for increased productivity.
• Identified training opportunities to drive increased levels of quality through various projects.
• Lean Certified
• SIx Sigma Certified
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