Customer Service Manager

Diane M. Jakobe

(Home) 913-***-****

OBJECTIVE

I am seeking a position, which offers the opportunity for personal development and career

advancement based on performance. Ideally, this position would offer the opportunity to build

on my extensive customer service and retail managerial experience.

WORK EXPERIENCE

Convergys Call Center Aug 2008 – Jan 2012

Collection representative (Chrysler Financial/TD Bank/Bank of America)

• Worked in an inbound/outbound call center, contacting customers and assisting them with

making payments and payment arrangements by phone

• Updated customer account information

• Researched accounts when customers had discrepancies to resolve on their account

• Referred problem accounts to separate unit for resolution

• Consistently was one of the top ten collectors in Chrysler Financial/TD Bank

Spencers – Spirit Halloween Aug.2007 – Nov. 2007

Assistant Manager of Superstore

Helped transform building into seasonal Halloween store

Customer service, reconciled daily sales, employee payroll, hiring and training new employees.

Suggestive sells, stocking, repacking merchandise, handle customer and employee issues.

VIP Research May 2007 – Aug. 2007

Radio survey call center

Outbound phone calls throughout the country to survey specitic cities for most popular music and radio

Stations.

Spencers - Spirit Halloween (Seasonal) Aug 2006 – Nov 2006

Store Manager

• Transformed vacant building into a seasonal Halloween store

• Ordered merchandise, tracked deliveries and inventory

• Hired and trained employees, managed payroll, reconciled sales and deposits daily

• Handled customer service and sales issues

• Responsible for returning merchandise and restoring building to its original state

Internal Revenue Service (Seasonal work) Mar 2006 – May 2006

Data Transcriber

• Processed tax returns on computer

Allied Staffing (Disney Onstage Inbound Call Center) Jul 2005 – Dec 2005

Customer service representative

• Handled catalog orders via phone and assisted customers ordering on-line

• Resolved customer issues via phone and email , tracked packages

Conoco/Conoco Phillips Apr 1997 - Mar 2005

Manager June 2001 – Mar 2005

• Responsible for store’s financial performance, including attainment of goals and projections

• Responsible for customer service satisfaction, including resolution of customer issues

• Managed a staff of six employees, including hiring, evaluating, scheduling, and payroll

• Responsible for store inventory management, including ordering merchandise

• Maintained store layouts, oversaw store renovation, and updated promotional in-store materials

• Responsible for resolving equipment problems

• Assisted other stores in preparing for management visits

Assistant Manager April 1999 – June 2001

• Filled in for manager as required

• Responsible for balancing daily paperwork, posting invoices, depositing cash/checks

• Performed cash drawer audits

• Checked in vendors and deliveries

• Trained new employees at regional training center

Shift Lead July 1997 – April 1999

• Prepared store for next day’s business

• Limited supervisory responsibilities

• Responsible for manual recording of gas pump readings

• Performed inventory counts

• Operated cash register, stocked shelves, cleaned the store and equipment

Customer Service Representative April 1997 – July 1997

• Responsible for greeting customers and ensuring customer satisfaction

• Operated cash register working the graveyard shift

• Stocked shelves, cleaned the store and equipment

EDUCATION

Associates of Arts Degree, Johnson County Community College, 1983

REFERENCES

References will be provided upon request

Contact this candidate