Customer Service Manager
Resume:
FRANK T. GREEN III
***** ********** ****, ********, ******** 20607
301-***-**** *****.**********@*****.***
SUMMARY
Seeking a teaching position which will utilize my 25 years of business and leadership experience in corporate sales, receivables management, and marketing used to develop creative collaborations which have resulted in organizational objectives and goals being met or exceeded. Utilized initiative, innovation and big picture thinking to develop organizational strategic planning, and implement leadership development programs. Consistently meet or exceed organizational objectives. Ensured familiarity with EEOC requirements and compliance.
PROFESSIONAL EXPERIENCE
VERIZON, Maryland and Virginia
CAREER PROGRESS:
Associate Investigator with subcontractors for Federal Agencies, January 2010.
Specialist, Customer Financial Services, Silver Spring, MD 2006 - 2008
Attendance Specialist, Receivables Management Call Centers, MD and VA 2001 - 2006
Administrative Team Leader, Receivables Management Call Centers, Beltsville, MD 2003 - 2006
Team Coach Verizon Receivables Management Call Center, Beltsville, MD 1996-2003
Specialist, Verizon Sales and Service Planning Team, Arlington, VA 1996
Responsible for supporting Verizon’s Strategic Imperatives. Focus included initiatives to support a high performance culture within the Customer Financial Services (CFS) organization, optimizing human resources, responsible for being familiar with EEOC provisions and ensuring daily activities were compliant with said provisions, improving the customer’s experience when interacting with CFS, and managing human resources to meet or exceed the CFS commitment view for customer satisfaction, revenue protection, and expense reductions. Also responsible for ensuring general familiarity with EEOC requirements and organizational compliance with those requirements in administering various policies and employment activities.
Customer Satisfaction
Developed, monitored, and analyzed performance standards that are customer focused and results oriented.
• Met or exceeded corporate stretch objective for customer service requirements 91%.
• Met or exceeded customer service level objectives 91%.
• Decreased customer complaints below receivables management team objective of 5%.
• Increased team’s customer focus metric from 92% to 97% and improved customer focus measurements from 97% to 98%.
Human Resource Utilization
• Contributed to district work efficiencies objective being met 92%.
• Improved resource management forecasting by 10% by analyzing and interpreting customer access line data.
• Maintained high performance in the area of attendance in for Maryland and Virginia. Achieved coordinated effort with office Supervisors and Associate personnel in both Maryland and Virginia that resulted in 2% attendance improvement in both states.
• Implemented specific strategies to impact employee attendance for the Receivables Management organization. Exceeded Receivables Management absence objective.
• Maintained high performance in the area of attendance in 2002, 2003 and 2004.
Budget and Collections
• Contributed to organizational expense reduction of $135 Million by analyzing call center data to increase efficiencies of call center personnel and appropriate scheduling of personnel to answer customer calls.
• Supported Maryland/Virginia(MDVW) Collections Strategy Team in developing collections strategy. Developed relationships across organizational lines, established new paradigms for collections Assisting in developing objectives and baseline for Dollars Collected for MDVW.
FRANK T. GREEN III
15920 Livingston Road, Accokeek, Maryland 20607
301-***-**** *****.**********@*****.***
• Assisted in developing means of tracking effectiveness of office Fraud collections process. Fraud unit handled accounts totaling more than $2,000,000.
Management and Operations
Managing and executing business plan and associate employees in team environment.
Coaching and developing associates to attain corporate commitments and achieve objective performance levels.
Served as escalation point for resolution of customer problems and complaints.
Establishing and maintaining effective corporate personnel relations.
Setting, monitoring, and analyzing performance standards that are customer focused and results oriented.
Exceeded or met all performance objectives.
Supervised, coached, and developed between 21 and 28 collections Consultants in the Calverton Receivables Management Call Center.
Improved performance results from 91% to 93%. Objective was 92%.
Assisted in developing office survey to measure employee satisfaction.
Served as Office Manager during Employee work stoppage August 1998. Supervised 35 management personnel.
Served as Service Level/Access support Team Coach for Calverton RMCC.
Served as a member of the MD/VA accountability team and a member of the Calverton accountability team.
Supported GBS strategic intent by work in the Calverton RMCC designed to support Excellence in Employee Relations as well as attending classes to enhance ability to reach strategic intent.
Served as communications champion for Maryland RMCC. Responsible for sharing competitive information as well as Team results and regarding compensable objectives.
Co-editor of the Calverton newsletter used to disseminate results and objective to entire local RMCC team.
EDUCATION
NYACK COLLEGE, Washington DC. Master of Science degree in Organizational Leadership 2008
GEORGE WASHINGTON UNIVERSITY, Project Management Certification, 2002/ ESI Institute
THE AMERICAN UNIVERSITY Washington, D.C. Bachelor of Arts degree in Communications, 2000,
Certified New EEOC Investigator, EEOC Training Institute, Washington, D.C., 2009
PROFESSIONAL AND COMMUNITY ACTIVITIES
Consortium of Information and Telecommunications Executives (CITE), 1995-2002
• Cite conference committee member, 1996-1997
Association of Telecommunications Executives and Associates, Metro Division
• Member, Board of Directors, 1995 - 1997
John W. Greene Jr. Chapter, Black Pilots of America 1995 to present
• President 2007- Present
• National Chairman, Public Relations Committee, Black Pilots of America, 2002 – 2005
• Parliamentarian, Chairman Public Relations Committee, 2002 – 2005
FRANK T. GREEN III
15920 Livingston Road, Accokeek, Maryland 20607
301-***-**** *****.**********@*****.***
• Senior editor, Newsletter DCCBPO, 1996-1997
• Director of Communications, 1996-1997
• Executive Committee Member, 1996-1997
Private Pilot Certification 2003, Single Engine Land Aircraft.
References: Relationship:
Adrienne Munroe Friend and colleague
Grants Director
National Credit Union Association,
Alexandria VA
Darrell Hazard Pastor and friend
Pastor
Accokeek, First Church of God,
Accokeek MD.
Aaron McNair Former manager
Manager
Verizon Communications
Richmond Va.
Robin Raynor Last Manager
Manager
Verizon Communications,
Providence RI.
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