Results-driven Customer Service Manager offering proven history of achievement during career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
van Wagenen Financial Services
01.2018 - Current
Oversaw production and service delivery to ensure internal and external SLA's are consistently met
Improve operational systems, processes, departmental goals, procedures and policies
Manage team of up to 100 people across 3 departments (Call Center, Account Services and Escrow),including offshore B2B vendor and maintain accurate, detailed, and timely performance documentation for all team associates
Created quality control process to better track and identify trends and initiated new change management process to have better documentation of any changes in QC or processes
Developed and executed plan to get all delayed call files in good standing; which included 13,000 accounts as a special project
Completed projects 3-days ahead of schedule in a file that was 17-days delinquent
Oversaw three budgets totaling $3.5M and improved training and quality departments, ensuring business goals were aligned
Changed overall call center process, reducing the number of representatives who failed QC by ½ while increasing productivity by 33%
Implemented two separate telephony changes including script writing and UAT testing
Opened dialogue between departments for better communication
Developed and implemented comprehensive training program to increase employee productivity and morale.
Joined Complaint Committee to oversee company customer complaints, research, and provide resolution.
Assistant Customer Service Manager
van Wagenen Financial Services
01.2018 - 01.2018
Improved and maintained SLA's and client expectations
Managed inventory for onshore and offshore call files
Oversaw general operations and day-to-day activities of up to 100 people, including offshore B2B vendor
Joined Associate Action Committee, improving overall company moral and employee satisfaction.
Customer Service Supervisor
van Wagenen Financial Services
01.2017 - 01.2018
Managed associate performance and quality control
Coached and developed employees
Cross trained associates
Determined work schedules and workflows for up to 30 staff, including a team lead
Handled escalated calls and complaints
Instituted team incentives and created motivational tools, increasing team QC by 4% leading the site
Improved daily document tasks and assignments, incorporating supervisor tools
Joined the Volunteer Committee, assisting in promoting company values.
Collections Supervisor
AllianceOne Inc.
01.2013 - 01.2017
Managed a team of up to 15 people in a fast pace environment
Provided training/monitoring, handled escalated complaint calls, managed to proper laws and regulations, analyzed, problem solved, inventory management/control and fulfilled the employee corrective action process
Managed high risk accounts over 6 portfolios, ensuring adherence to the stricter laws and followed the appropriate guidelines
Executed customer specific written agreements within a two-day regulation expectation- up to 50 a day
These agreements were required to be in writing and completed within the obligatory time frame to maintain compliance.
Collection Agent
AllianceOne Inc.
01.2010 - 01.2013
Received inbound calls and contacted delinquent customers to obtain payment guarantees and brought resolution to unpaid accounts on credit card debt
Communicated and built rapport with individuals by phone and mail, negotiated and recommended repayment options on accounts based on situational facts
Updated computer files while keeping confidentiality
Highest collection total 119% in consumer credit card debt
Maintained knowledge of Fair Debt Collection Laws, assuring compliance
Succeeded meeting personal collection goals while maintaining highest level of quality assurance
Performed effective skip tracing, locating consumers that no longer had good point of contact increasing the recovery prospects.
Veterinarian Assistant/Receptionist
Gentle Doctor Veterinary Clinic
01.2007 - 01.2010
Assisted Veterinarians in health care duties, completing pharmacy orders, assisting in surgeries and laboratory work
Performed receptionist duties such as scheduling appointments, filing, customer service, billing activity, inventory and ordering of additional supplies
Purchased new computer system and converted the existing practice to the new system
Entered data into the new practice management system as well as trained staff members to efficiently utilize the new format
Trained technical support team, confirming best practices were followed
Provided high level of customer service, verifying questions and requests were met to customers
Resolved conflicts and patient grievances during the billing process, maintaining strong client relations.
Veterinary Assistant
Flying Cloud Animal Hospital
01.2004 - 01.2008
Was responsible for traditional Veterinarian Assistant responsibilities with a primary focus on laboratory work
Providing assistance in receptionist duties, such as checking clients in and out and scheduling appointments
Responsible for training new Kennel Assistants.
Education
Associate of Arts - Liberal Arts, General Education