Desmon Miller
Jacksonville,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Chesapeake Utilities
03.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Developed detailed plans based on broad guidance and direction.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Contract Project Manager
TEEMA Solution Group
11.2022 - 03.2023
- Developed detailed project plans outlining objectives, timelines, budgets, risks, stakeholders'' involvement using robust PM software platforms like MS Project or Smart sheet.
- Cultivated strong relationships with clients through attentive service, anticipating needs in advance while addressing any concerns proactively.
- Facilitated cross-functional cooperation by establishing clear roles, responsibilities, and expectations for all team members across departments.
- Championed process improvements by continually reviewing existing procedures to identify areas of inefficiency or redundancy, proposing actionable solutions accordingly.
- Ensured regulatory compliance for all projects by rigorously adhering to industry standards and maintaining up-to-date knowledge of relevant laws or regulations affecting business sector.
- Optimized project efficiency by implementing Agile methodologies and monitoring progress through regular stand-up meetings.
- Spearheaded change management efforts by effectively communicating rationale behind proposed changes, addressing concerns, and driving team members toward shared vision of success.
- Promoted knowledge sharing among team members through regular training sessions and workshops focused on best practices in project management.
- Streamlined resource allocation by closely monitoring team performance, identifying capacity gaps, and reallocating resources as needed.
Customer Experience Supervisor
Freedom Mortgage Corporation
09.2021 - 11.2022
- Leveraged advanced communication skills to effectively manage challenging customer situations, leading to increased trust and satisfaction.
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints.
- Coordinated cross-functional teams to address complex client issues promptly, ensuring comprehensive solutions were provided every time.
- Achieved high levels of customer retention through proactive outreach efforts and diligent follow-up on issues or concerns.
- Streamlined processes to reduce wait times for customers, enhancing their overall experience.
- Led a team of customer service representatives, fostering supportive environment that encouraged growth and development.
Collections Manager
ADT Security
08.2005 - 08.2021
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
Education
Bethune - Cookman University
Daytona Beach, FLSkills
- Microsoft Outlook, Word, and Excel
- Training and mentoring
- Excellent time management skills
- Team Building and Leadership
- Quality Assurance
- Training and coaching
- New Hire Training
- MS Office expert
- Project Management
Accomplishments
- Won Manager of the year award in 2007,2009,2011,2012,2014,2017 and 2018.
- Successfully recruited and trained 156 new customer service representatives in 2016.
- Number 1 Collections Manager for 2 consecutive years as the Nesting Manager 2017 and 2018
Affiliations
- Phi Beta Sigma
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Manager
Chesapeake Utilities
03.2023 - Current
Contract Project Manager
TEEMA Solution Group
11.2022 - 03.2023
Customer Experience Supervisor
Freedom Mortgage Corporation
09.2021 - 11.2022
Collections Manager
ADT Security
08.2005 - 08.2021
Bethune - Cookman University
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