Customer service manager/ call center manager

Professional Experience

**** - **** ***** ******** *********** Services

Westlake, TX

Supervisor/Call Center 02/2004– 8/31/2007

• Managed and supervised 10 to 20+CSR’s daily. Trained new employees. Provided additional on the job and refresher training to ensure that compliance of company process and procedures met or exceeded expectations

• Monitored and coached representatives to resolve client service inquiries and technical problems via telephone, letter, fax or email in a timely manor.

• Evaluated staff performances and productivity

• Created, reviewed and tracked daily department production reports

• Resolved escalation

• Monitored inbound/outbound calls and provided coaching, training and tools ensuring that client received excellent customer service

• Conducted annual employee performance reviews (employee rated on overall performance, production, attendance, quality and teamwork. Provided feedback to employee in areas that needed improvement as well as reward in areas where they met or exceeded expectations.

• Conducted weekly client conference calls for feedback on customer service

• Created, implemented and modified departmental processes and procedures

• Implemented new clients to company platform

2001 - 2005 First American National Lenders Advantage

Lewisville, TX

Customer Advocate 07/ 2003 – 01//2004

• Monitored and assisted – on a national level - over 3,000 closing per month

• Monitored daily production reports making sure that we were in compliance with lender specific Service Level Agreements

• Monitored monthly departmental escrow losses - created graphs and charts to identify and isolate the areas where repeated losses were occurring

• Created and implemented new procedures to help improve the quality and flow of production - providing our customers and borrowers with excellent customer service

• Trained new employees on department procedures and lender specific closing instructions for HUD1 Settlement Statements.

• Conducted weekly client conference calls

Reggie Fersch

2212 Big Bend

Carrollton, TX 75007

Cell: 214-***-****

Client Solutions Coordinator 12/2001 – 06/2003

• Received and made inbound/outbound calls from lenders, borrowers, attorneys, notaries, etc. On average of 50 to 75 daily.

• Assisted and resolved escalated issues as well as assist junior employees.

• Scheduled notary and or attorney for closings.

• Called notary at closing and assisted with any issues, verified that the loan closed, confirmed overnight delivery of signed documents. Assisted team members with closing issues as needed.

• Interacted with department managers and supervisors.

Voted “Best Customer Service Representative” by Clients, company and peers 3 years in a row.

Certified for the Fair Credit Reporting Act

Completed the below online courses and received certificates for each

• Interviewing and Hiring Lawfully

• Sexual Harassment

• Lawful and Effective Discipline

• Code of Ethics and Conduct

• Performance Management

Attended Seminars for Supervisor and Managers - Seminar included

• Communication Skills

• Leadership Skills

• Dealing with Difficult Employees

• Delegating Skills

• Negation Skills

• Time Management

Attended and completed classes in Effective Business Writing

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