Customer Service Sales
Resume:
Maria Merrill
Las Vegas, NV 89178
702-***-**** Home
702-***-**** Cell
***********@*****.***
Highly motivated and accomplished leader with experience in operations, construction, customer service, budgeting, capacity planning, forecasting, Supervised collections/customer service representatives, acquisitions, strategic planning and development, technology development and third party relationships. Results oriented proven leader with success in strategic thinking/planning, decision making and problem solving, proven record of increasing revenue and profitability. Background demonstrates the ability to successfully develop highly innovative approaches to achieving business objectives. Collection responsibilities, human resources, sales, supply chain/warehouse, auditing for right to work, compensation and quality of work, setting up meetings, conferences and convention administrative leadership. Human resources analyst work performed. I did many years of Project management and handled all human resource responsibilities pertaining to front line employees and contractor employees.
Professional Experience
Caesars Entertainment - Las Vegas, NV 05/12 to Present
Credit Supervisor
Manage credit office operations, manage day-to-day operations productivity and performance against customer service level agreements, employee scheduling, new hire training, employee performance feedback, etc. Supervise credit application processing by credit clerks - including collecting consumer credit, bank, gaming credit reports, gaming activity and other information as needed to prepare a patron credit file. Updating credit information in customer CMS accounts. Scanning credit documents into optical storage system. Credit application evaluations, perform credit application evaluations, review consumer credit, bank, gaming credit research and other information as needed to determine credit worthiness and support the approval/denial decision. Handle escalation inbound telephone calls from internal/external customers regarding credit decisions. Special projects as assigned, process improve and supervise a staff of 18+ regarding day-to-day operations. Maintain filing system and reconcile AP/AR reports and responsibilities.
HSBC/Capitol One - Las Vegas, NV 01/12 to 05/12
Credit Underwriter
Underwriting for HSBC Credit Cards and Sport Vehicle equipment. Review customer credit bureau's/scores to make a credit underwriting decision. I take customer escalation calls, and provide customer service by way of telephone for internal/external customers calling regarding credit card accounts.
Unemployed 08/11 to 01/12
Clearwire - Las Vegas, NV 01/11 to 08/11
Billing & Change of Responsibility Manager
I managed and provided leadership to 24+ employees, develop, motivate, coach and lead for success in a team environment. Developed department processes, implemented new hire curriculum and on a daily basis work to improve efficiencies that impact overall performance metrics. Interview, couch, counsel and deliver corrective actions in accordance with company culture, processes, & practices, and within applicable employment laws/regulations. Reduced paperwork and tracked individual employee productivity to ensure transaction reduction and first contact resolution. Accounts payable experience. I have Oracle database experience. Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction. Developed new incentives/contests and provided motivation that helps build a positive yet competitive work environment amongst all team members. Managing a group of employees that handle inbound telephone calls for customers requesting or inquiring on how to proceed with a change of account responsibility. I was also a Project Manager in my leader roles.
On Severance pay from Cox Communications from 11/10 to 03/11
Cox Communications – Las Vegas, NV 06/02 to 11/10
Administrative Supervisor (Residential & Commercial)
Technical Supervisor/Dispatch/Communication Supervisor/HRIS Analyst
Credit/IT-MIS Supervisor-PPV& Sales
Customer Service Front Counter Manager
Supervised a department consisting of 18+ employees, strategic planning, purchasing, knowing technology changes, and new software developments and overseeing monthly financial reports, employee evaluations for 18+ nonexempt employees, whose responsibilities include verifying invoices invoice accuracy, printing, faxing, and scanning invoices. Also responsible for bottom-line factors including budget, forecasting, capacity planning and run and review many departmental results. Responsible for contracts and the file room. Collections, lein/lien releases, sales responsibilities, reviews and approves new/in progress construction project budgets and designs. I have employee payroll processing, collections, AP & AR and warehouse experience. Warehouse inventory control. Responsible for legal documents and file room.
Key Accomplishments:
• Created and implemented several new workflow processes to ensure all internal requests were completed
• Reduced lost paperwork and tracked individual employee productivity to ensure transaction reduction and first contact resolution
• Worked on as many as 75 commercial and hospitality special projects and one time
• Created a results-driven and more responsive department resulting in increased production
• Planned, tested, trained and implemented several new processes in the construction department
• Implemented several new reporting tools and tracking metrics for the construction department
• Partner with internal/external customers regarding construction process and project completion
• Warehouse and inventory control responsibilities
• Created project budgets and monitored and managed all accounts payables/receivables
Previous Employers:
Cox Communications-Las Vegas, NV (81/2 years)
Administrative Supervisor
Field Service/SOC Dispatch Supervisor/Sales
Payment Center Supervisor/Sales
Credit/IT/MIS Support Supervisor
Ford Motor Credit – Henderson, NV (6 months)
Title Room Supervisor (Temp)
Wells Fargo Bank – Las Vegas, NV (4 years)
Credit/Sales & Service Supervisor, Data Entry Supervisor
Payment Center Supervisor/Sales
Interim Credit Manager
Citibank N.A. – The Lakes, NV (13 years)
Front Counter Supervisor/Sales
Business Travel Agent
Credit/Sales/Retention Supervisor/Sales
EDUCATION:
High School Diploma – Bolingbrook High School Graduated
AWARDS:
CITIBANK N.A.
5 Years perfect attendance
Citigroup Quality/Service Excellence Award
Citigroup CitiStar Leadership Award
"Customer Service" trip winner to New York (5/98)
Many years perfect attendance
WELLS FARGO BANK
25 "Heroes Then, Heroes Now"
Employee of the Month two times
Perfect Attendance - 25 months
“Heroes” trip winner to San Francisco (6/01)
COX COMMUNICATIONS
Two L.E.A.P. Awards (2004)
Over 60 months perfect attendance
Contact this candidate