Customer Service Manager

**** ******** ****, ***** ****, CA *****•949-***-****•***********@*****.***

Angie Young

Objective

To obtain a position where my energy, strengths and skills will be used to their fullest potential resulting in an overall growth for the company and myself.

Experience

04/2012 - PRESENT Sage North America (Insight Global Staffing) Irvine, CA

Sales Operations Assistant

Processed key generation requests for MAS 90, MAS 200, MAS 200 SQL, & MAS 500

Processed Module Deactivation requests for MAS 90, MAS 200, MAS 200 SQL, MAS 500, & PFW

Processed Credit Card Processing Orders for MAS 90, MAS 200, MAS 200 SQL, & MAS 500

Oversaw and directed emails sent to the Sales Advisor Inbox to the appropriate channel(s)

Completed Business Alerts Serial Number cleanup project

Processed PSG Orders

Processed CRM key request

Processed Credit Memos

08/2010 – 10/2011 Consumer Debt Assistance Irvine, CA

• Negotiations Department Manager & Legal Department Manager

• Handled escalated calls & BBB complaints for Customer Service & Negotiations departments.

• Managed team of 10 employees, completed monthly employee performance reviews, & improved settlements for the company on a monthly basis.

• Assisted the IT department with CRM development and created functional workflows for the Negotiations & Legal departments.

• Responsible for responding to time sensitive court and legal documents received by our clients. All documents had varied response deadlines from 10-30 days. Provided clients with accurate documentation to ensure that all deadlines were met in a timely fashion.

• Maintained a monthly spreadsheet of department results. Updated spreadsheet daily and emailed to CEO every Friday.

• Worked to ensure all Summons & Complaints received were either responded to within 30 days or less or had a stipulated agreement in place.

• Assisted clients with satisfaction of judgments, lien/levy removal, interrogatories, case management, temporary bank account setup, monthly payments to creditors/law firms to satisfy existing agreements, cross-collateralization, & identifying potential FDCPA violations.

• Responded to all customer correspondence within 1 business day.

06/2008 - 05/2010 Financial Solutions Legal Center Irvine, CA

Executive Director of Operations

Oversaw the Back-End Operations which included the Human Resources, Customer Service, Negotiations, Processing, Correspondence, Compliance, Legal & Welcome Package departments.

Supervision of 70-120 employees.

Facilitated training for employees in all departments listed above & created training manuals.

Created Standard Operating Procedures and reporting systems for all departments.

Led weekly Middle Management meetings & provided feedback for effective growth and problem solving in each department

Handled company BBB complaints with 100% resolution.

24 Hour response deadline for all emails and voicemails received.

02/2007- 04/2008

Nationwide Support Services

Newport Beach, CA

Business Account Manager & Litigation Specialist

Effectively handled a portfolio of 850 standard & 100 premier clients.

*Peak performance negotiating 120 settlements a month with a 30% settlement average calculated off the original balance of debt.

Handled high volume inbound and outbound customer service calls for clients within the portfolio.

Built relationships with collection agencies and law firms to effectuate improved bulk settlements.

Monthly quota of 70 settlements with a 45% settlement average.

Education

Spring 2003- 2004 Cal State Fullerton Fullerton, CA

Communications & Psychology Major

Skills Summary

Microsoft Office Proficient

Staff Recruitment and Retention

Mediation/ Conflict Resolution

HR Records Management

Developed Team Building Programs

Personnel Manuals

Job Descriptions

HR Department Start Up

Performance Management

Training & Development

Organizational Development

Internet/Outlook/Lotus Savvy

Efficient Multi-Tasker

Detail Oriented

Data Entry Specialist

Team Player

References are available on request.

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