Customer Service Leader with 35+ Years Experience
Resume:
Marelene S <*********@*****.***>
Fwd: Raj, Here the resume I Promised
Marelene S <*********@*****.***> Tue, May 13 at 5:01 PM To: Marelene S <*********@*****.***>
Marelene S
Easington Consulting
*********@*****.***
http://easitaxesgmailcom.BizNet.pro
Forwarded message
From: Marelene S <*********@*****.***>
Date: Fri, Nov 12, 2021 at 12:53 PM
Subject: Raj, Here the resume I Promised
To: <*********@***********.***>
Sorry I took so long I had to find my resume
Marelene Shaffer
3825 Scarsborough Dr. Lawrenceville GA 30044
Phone 770-***-**** *********@*****.***
Profile
I am a professional with more than 35 years experience in Customer Service. I have held numerous positions such as Teller, Teller Manager, Customer Service Representative, Platform supervisor, Assistant Manager, Branch Manager, and Banking Officer, Collection, Loan Officer. As a Branch Manager I focus on service, quality, branch retention and growth goals operations business development and actively coaching and monitoring the staff toward obtaining all goals assigned to the office as a whole. Employment Experience
Easington Consulting Stone Mountain, Ga January 2011 / Present Tax Preparer
Must understand social media & team building
Ability to work in a fast paced office environment & at home (some days) Ability to create & develop marketing flyers (graphic design experience) Data entry in software
Organized & Detail Oriented
Must have your own reliable laptop computer
Must be willing to work with clients, company executives, and in office team U-Haul Moving and Storage Lawrenceville Ga July 2016 - November 2018 Sales Agent (Work from Home)
I Work with Customer in a fast-paced environment? I worked from home as a Contact Center Agent. As such I take back-to-back incoming calls from customers who need help with U-Haul related products and services like Trucks, Trailers, Towing and Storage rentals. I assist customers with quoting rental rates, sales and earning new business. I also assist with Customer Services related to existing business, like making changes to reservations, answering questions, helping with customer concerns and taking storage payments. As an agent I’m expected to follow established methods and procedures, handle all calls expediently and efficiently, meet all qualify-related metrics and goals, and above all act in a courteous and friendly manner while serving the Customers.
Tampa Bay Federal Credit Union Tampa, FL October 2009 / April 2010 Collector
Responsible for making contact with all responsible parties on all type of loans the credit union provides, through telephone or written communication in order to determine the cause for delinquency Provided assistance and suggestions to develop a plan in an effort to reinstate the Member’s obligations through repayment arrangements, or Loan Modification, etc. Made recommendations to my immediate Supervisor to take the appropriate actions when deemed necessary so as not to jeopardize the interest of the Credit Union when a loss might be a potential. Bank Atlantic Tampa, FL May 2005 / July 2009
Support Team Specialist II
Traveled to various branches as needed in roles of Customer Service Representative, Personal Banking Representative, and Store Manager.
Served as a Coach to entry level associates
Provided feedback in assessing the skill set for the newly trained Associate Handled special projects as directed by the Regional Operations Manager Consistently rendered exceptional customer service to internal and external Customers Drive Time Tampa, FL September 2004 /January 2005
Collections/ Asst. Loan Manager
Reported to the Loan Manager in Collections center Managed the loan collection activities by hiring, training, motivating and monitoring the staff Established partnerships with the General Manager, Inspection Center, Loan Review and Gilbert Collections Center
Worked with the General Manager on significant Credit and Collections functions including, but not limited to, mechanical issues, unwinds, bounced downs, 1st payment defaults, Loan Modification, meet and greets, lot drops and voluntary Repossessions
Coached the staff on their main goal to provide excellent customer service while controlling Charge offs by controlling delinquency and the accounts which roll over into the Gilbert Collection Center Responsible for the achievement of dealership goals related to collections including documenting, analyzing and resolving customer collection issues accurately, promptly and in a professional manner Citizen’s Bank Pittsburgh, PA Dec 1979 / Dec 2003
Branch Manager
Managed all functions and staff of a Tier I branch Accountable for maximizing branch revenues, sales, customer satisfaction, branch staffing and minimizing operating losses
Responsible for branch compliance with bank policies, procedures and operational integrity Prioritized, managed and communicated promotional campaigns and product initiatives Conducted cold calls on prospective small business customers Maintained and developed relationships with existing small business customers Created and managed to branch business plan
Represented bank in local community organizations
Conducted performance reviews for staff
Overall responsibility for daily operations including management of Teller and platform compliance for the branch and Customer Service staff of a Tier I branch Provided Sales leadership to ensure franchise growth through personal example and regular monitoring team sales results
Scheduled Bankers/Customer Service Representatives to ensure adequate coverage Responsible for keeping branch in compliance with all bank policies and procedures and prepared branch for internal audits
Monitored branch service quality levels and coaches staff to achieve appropriate levels Responded to complex customer complaints and questions Coordinated special events, such as, customer appreciation day Opened and closed branch
Education
University of Pittsburgh
Pittsburgh, PA
Ma\joring in Information Science
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