Customer Service Manager

Darryl Maurice Maze

**** ********* *****

Atlanta, Georgia 30331

Cell-404-***-****)

***********@***.***

Career Goal: My objective is to obtain a position with a company that is customer and client service focused. Where I can utilize my skills in communication and people management in a fast pace environment with excellent growth potential.

Education:

09/86-06/87 Clark College, Atlanta, Georgia

Major: Business Management

Related Courses in retailing, design, market management, and consumer behavior.

09/81-12/82 Alabama State University, Montgomery, Alabama.

Major: Business Management

Related courses in marketing, sales, management, and customer service.

Employment

08/07-03/01/12 Branch Manager: Community Loans of America/ 6374-A Fairburn Road Douglasville, Georgia 30134.

My responsibilities include management of all aspects of branch operations, ensures financial results to plan through execution of company policies and procedures, produces consistent customer growth through effective lending and collections practices, with an emphasis on customer satisfaction, training and developing team members to perform their duties skillfully. Ensures branch operations comply with all local, state, and federal laws and regulations.

Consumer Accounts Collection Manager: Community Loans of America/ 730 Cleveland Ave. Atlanta, Georgia 30315.

My responsibilities include analyzing financial delinquencies and trends, preparation of periodic reports on collections, assist in preparation business plans as it relates to the collections department, building and maintaining strong relations with existing clients, implementation and utilization of the Fair Debt Collection Practices Act, and to ensure all accounts are documented accurately and thoroughly. This position also is responsible for assigning, directing, coordinating, assisting and reviewing the work of the collection department. Accounts are reviewed for follow-up activity at various levels of delinquency.

11/04-12/21/06 Phoenix In-Home Services Director :Client Care Coordinator Tucson Office :LIFE(Home Healthcare Division) 2075 S. Cottonwood Dr. Tempe, Arizona 85282.

My responsibilities include staff development, directing the provision of services, budgeting and management of key services of the healthcare office, network within the community to drive new business opportunities, Human resource management, new hire orientation, scheduling and monitoring of services for home health clients, conduct supervisory visits to clients home, develop and maintain staff schedules, serve as a liaison between corporate management and staff, coordinate marketing efforts, recruit employees and clients via various media and events, oversee the entire staffing office, assist in the supervision of the organizational flow of the office, discover and pursue new marketing areas, conduct periodical regional wage surveys.

09/03-11/15/04 Operations Supervisor: AFNI(Verizon Wireless) 7810 E. Escalante rd., Tucson, Arizona, 85730.

My responsibilities include Human Resource management, orientation of all new hires, evaluate and organize the service being provided to our clients, monitor and evaluate the clients status, supervise the organizational flow of the office, conduct periodical regional wage surveys, measure team productivity and drive efficiency through performance metrics, set obtainable goals for each representative and provide a clear path as to how they will reach their goals, ensure all company goals and requirements are fulfilled, ensure all representatives receive proper coaching .

07/02-08/03 Human Resources & Office Manager/ Private Services Scheduling Coordinator/ Arizona

Customer Service Ambassador: Heritage Home Healthcare, 1158 E. Missouri, Phoenix, Arizona 85014.

My responsibilities include Human Resource management, orientation of all new hires, organizing non-licensed Private Service Division cases and staff, update and coordinate client schedules to reflect cancellations, rescheduling, additions, or modifications in the automated scheduling system. I also actively participate in the long range planning and development of patient scheduling, evaluate and organize the service being provided to our clients, monitor and evaluate the clients status, conduct client supervisory visits, work with client case managers to identify and resolve client problems, interview and hire for Private Service Division field staff, supervise and evaluate HM/HHA/ & PCA’s, market Heritage to the community, conduct random medical record audits, create and transmit all financial export files and reports to the main office, and supervise the organizational flow of the office, conduct periodical regional wage surveys, host the Jobbing.com. Job recruitment fair, oversaw the entire Arizona region for Customer Service performance levels.

09/00-06-03 Guest Services Manager: Toys R Us 1617 West Southern, Mesa, Arizona 85202.

My responsibilities include: inventory control (i.e. ordering/monitoring the stock), preparing

Weekly reports (i.e. revenue, labor forecast, purchasing and actual cost reports) and customer service. My customer service responsibilities include, handling guest complaints, enforcing store policies, and set-up of company demonstrations for new products. Also I am responsible for all Human Resource responsibilities, employee evaluations, reviewing employment applications, prepare work schedules for associates, assist in new hire training and orientation and serve as the liaison between Management and staff.

06/98-09/00 Executive Offices-Administration Manager/Human Resources Manager. Ramada Downtown,

Atlanta. 70 John Wesley Dobbs, Ave. Atlanta, Georgia.

My responsibilities included preparing the daily room revenue and labor forecast, and actual cost reports for each department. I assisted in the development and preparation of the annual departmental budgets, reviewing all incoming resumes for employment prospects, and processing of personnel transactions. I also addressed all guest complaints and forward written responses, deposited daily cash receipts, handled customer service issues, maintained service on office equipment and handle all human resource issues. I also assumed responsibility for the Tampa Florida property in the General Managers’ absence and distributed the payroll using ADP for both hotel locations, served as PBX operator on occasions.

06/92-06/98 State of Georgia: Atlanta, Georgia.

Office Manager. Health Assessments & Epidemiology

My responsibilities included planning and organization of the department’s workflow, review new hire applications, provide training for staff and develop and maintain a budget for the department. I assisted with the development of a CQI plan and enforcing state policies. My duties also included screening of potential employees via applications and interview panels. I also handled the procurement of all supplies, managed switchboard staff, maintained service on office equipment, prepared monthly reports, supervised secretarial & clerical staff, conducted monthly staff meetings and processed personnel transactions.

Procurement Office/Budget & Accounts Payable Manager I. State of Georgia, Department of Human Resources, Brook Run Hospital, Retardation Facility, Dunwoody, Georgia.

My responsibilities included Analyzing and preparing annual budgets, coordinating all construction projects, and preparation of purchasing and other reports. I was also responsible for the preparation of documents for field purchase orders, contracts, and payments. I was responsible for the screening of potential applicants, and the final selected candidates interview via interview panel.

01/92-06/92 Baggage Handler / Call Center Supervisor: Ogden Allied/Eastern Airlines/ Hartsfield International Airport.

My responsibilities include Human Resource management, orientation of all new hires, evaluate and organize the service being provided to our clients, monitor and evaluate the clients status, supervise the organizational flow of the office, conduct periodical regional wage surveys, measure team productivity and drive efficiency through performance metrics, set obtainable goals for each representative and provide a clear path as to how they will reach their goals, ensure all company goals and requirements are fulfilled, ensure all representatives receive proper coaching .

07/82-01/92 Gate City Electric Company: 724 Monroe Drive, Atlanta, Georgia.

Office/ Human Resource Manager.

My duties were overseeing of all clerical office staff and operations, monitoring the maintenance of all office equipment, scheduling of worker and work sites, payroll, package and equipment mailing, purchasing of all supplies via purchase order and company credit sources, maintaining all employee files and evaluations, informing management of employee review deadlines, preparation of monthly financial reports. Tracking of profit/ loss margins, screening new hires and conducting preliminary interviews.

References Available Upon Request

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