Customer Service Manager

CATHERINE KINSER

**** *. ****** **. • Burleson, Texas 76028 • *********@*****.*** • 469-***-****

QUALIFICATIONS SUMMARY

Highly personable Customer Service Professional with over ten years of experience in account management, claims, sales processing and call-center operations.

• Talent for identifying customer needs and presenting appropriate company product and service offerings.

• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

• Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

• Expertise in resolving escalated customer service issues.

• Secured numerous company achievement awards for delivery of exceptional customer service.

• Proficient with Microsoft Office Systems and Windows based applications.

PROFESSIONAL EXPERIENCE

Sharon Robinson State Farm 02/2012 to 03/2012

General Lines- Property & Casualty

• Acquisition of new accounts for Fire, Auto and Bank.

• Set appointments for Homeowner Policy Review

MTG Financial LLC – Fort Worth Texas 05/2010 to 01/2012

Regional Manager

Loan Manager / Collections Manager / Asset Recovery Manager/ Fleet Sales

• Loan Manager - customer service and related activities, including the processing, underwriting, and loan closing functions.

• Collections Manager - collection, credit and financial reporting for 7 regional offices.

• Asset Recovery Manager – Initiate repossession of collateral on unpaid loans. Manage network asset recovery teams and liquidation.

• Fleet Manager – Liquidation of assets.

Wells Fargo Bank – Westlake, Texas 10/2009 to 04/2010

Phone Banker I

Served as Customer Care Representative for a major bank.

Provide exceptional customer service skills to banking clients.

• Educated clients on standard bank posting procedures and timelines.

• Reconciliation of customer’s check registers.

• Adjustments/Non-Adjustments for overdraft fees by following corporate policies.

• Obtained many company achievement awards for Customer Referrals / Sales Transfers for additional company based products and services, increasing revenue and customer retention.

• Received outstanding positive comments from senior management.

• Gathered pertinent information from clients to file claims for fraudulent activities and placed hard hold on existing account.

• Account maintenance.

• Analyzed and reviewed current account types and referred account type changes to best meet consumer needs.

Bank of America – Richardson, TX 05/2009 to 08/2009

Home Loan Servicing Representative

Recruited to provide top-notch customer service to internal mortgage holders.

• Payments – processing payments. Advisement of applicable late charges and fees.

• Escrow Analysis

• Updating Tax and Insurance – Impounded and Non-Impounded

• Heloc Loans – educating on draw periods.

• Mortgage Knowledge – FHA, VA, Freddie Mac, Fannie Mae, Pay Option Arms, PMI and MIP..

• Educating customers on Escrow Requirements,.

• MHA – Making Home Affordable

• Very strong on sales, refinancing, applicable options for homeowners including insurance, life insurance and other banking services.

• 100% Satisfaction Surveys

T-Mobile USA, Inc. – Frisco, TX 02/2007 to 01/2009

Tier III Technical Support Representative

Tier II Blackberry / PDA Technical Support Representative

Tier II General Handsets Technical Support Representative

As A technical care specialist I assisted consumers with troubleshooting and resolving issues with cellular network devices.

• Utilize all on-line resources/tools to troubleshoot and diagnose customer issue for resolution and/or preparation for trouble ticket to passed on by trouble ticket team.

• Manning the technical support queue line.

• Answering/Handling all billing issues.

• Utilizing applications to view customer’s network profile to determine abilities in proprietary software that may be different than what is shown in billing system.

• Keeping aware of possible trends which develop and reporting these to supervisor for tracking.

• Staying current with email notifications and engineering reports regarding network issues.

• Troubleshooting to determine in handset exchange is required. Processing handset exchange forms.

• Assisting customers with the installation, connection and connectivity issues with Wi-Fi and UMA services.

• Blackberry certified.

CDC Systems, Inc / Flower Cart – Dallas, TX 06/2002 to 02/2007

Operations Manager

Served as operations manager for retail floral shop.

Interfaced with customers to identify needs, field questions, and facilitate with special event sales. Provided show and venue information, completed monetary transactions, and resolved issues as needed. Coached and mentored new employees in customer-service processes and company policies.

• Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.

• Played key role in reducing labor costs by recommending staff scheduling changes.

• Integrated and maintained corporate sales accounts.

• Presented and managed outside trade show attendance and performed setup and planning for floral shows.

• Special event planner.

• Procured floral supplies for all stores in the parent company and ordered flowers from wholesalers.

• Managed daily store operations including cash management, customer order management and floral designs.

EDUCATION AND TRAINING

General Education Diploma • TEXAS CHRISTIAN UNIVERSITY – Fort Worth, Texas

Texas Dept. of Insurance – General Lines – Property & Casualty Fort Worth, Texas 02/2012

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