Manager/Customer Service
Resume:
Kevin Calhoun
West Covina, CA 91792
Cell 626-***-****)
Objective: To obtain a challenging position where my proven abilities will be rewarded with opportunity for professional and personal growth.
Employment: Bank of America Brea, Ca
07/08- Present Customer Service Team Manager
Key Responsibilities:
-Setting and meeting performance targets for speed, efficiency, sales and quality.
-Coordinate and motivate call centre staff and also coordinate staff recruitment.
- Receive calls from customers and clients, e.g. queries, requests, orders and complaints.
-organizing staffing, including shift patterns and the number of staff required to meet demand.
-Coaching, motivating and retaining staff and coordinating bonus, rewards and incentives.
-Analyzing performance metrics and making decisions on the basis of these statistics
07/07-07/08 Bank of America Brea, Ca
Senior Credit Analyst
Key Responsibilities:
- Evaluating creditworthiness of potential customers, making credit decisions accordingly while delivering superior customer service
- Deepen customer relationships through the cross-sell of applicable Bank products.
- Recognized by management as a mentor to assist in the on-boarding and continuing education of recently hired associates.
- Engage members of the team in team-building exercises for motivational purposes to drive a production environment
05/04-6/07 AMC Mortgage Services Rancho Cucamonga, CA
Team Lead -Customer Service/Collections
Key Responsibilities:
- Coaching and developing a team of 10 to 15 representatives to maximize performance and efficiency in an outbound call center environment, responsible for calling delinquent-paying homeowners
- Working side by side with upper management to help implement new ideas for the department and team.
- Sending out daily reports
- Quality Monitoring
- Serving as a primary escalation point of contact for sensitive and/or irate customer, and delivering subsequent coaching to phone associates how to better address similar future situations.
- Developing customer situations on customers near foreclosure proceedings, making recommendations to improve customer situations, including certain modifications to existing loan agreements
10/03-5/04 Wells Fargo Home Mortgage San Bernardino, CA
Customer Service Representative/Collections
Key Responsibilities:
- Provided world class customer service by assisting customers with inquiries related to home ownership processes, including servicing of existing home loan portfolios, referring eligible customers to appropriate business partners to existing and/or deepen existing customer relationships
- Provided technical support for homeowners’ online services inquiries
04/00-10/03 Infonxx Riverside, CA
Supervisor/Quality
.Key Responsibilities:
- Responsible for the daily supervision of up to 30 customer service representatives.
- Providing continuous coaching and monitoring to enhance performance and efficiency
- Delivering excellent customer service skills to approximately 700 directory assistance callers every day.
- Training Customer Service Representatives newly hired to the company.
Other Employment:
01/97-2/00 Albertsons Perris, CA
Various Positions
Education:
1992-1996- High School Diploma
Moreno Valley High School
2330 Cottonwood ave,
Moreno Valley Ca 92553
References: Available upon request.
Contact this candidate