CONSUMER BANKING DEFAULT MANAGEMENT SUPERVISOR Summary Innovative Customer Service Manager effectively executes process changes improve operational efficiency. Dedicated providing excellent customer service making operational procedural improvements. Highlights Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft Power Point, Management, Payroll, Staffing/Scheduling Strategic Management, Lotus Notes, Hogan, Lease Master, ALS, CPI, CACS, HIS, 10-key, Client relations specialist Conflict resolution techniques Team management Management remote employees Focused customer satisfaction Skilled multi-tasker Training development Scheduling Accomplishments Developing Leaders Management Training Program. Reduced staff turnover 20 one year implementing several well-received team morale-building programs. Experience CONSUMER BANKING DEFAULT MANAGEMENT SUPERVISOR October 2007 Current Company Name － City State Supervising team 7 10 collectors proactive caring way achieve delinquency targets provided upper management. Managed daily operations, dealt customers supported worked management motivate growth. Working CBDM team understand proactively supervise daily weekly performance data provided me. Work closely upper management implement efficiency improvement ideas process improvement initiatives. Assist Auto Dialer Team managing measuring call handling within collections ensure efficiency call volume maintenance queues. Manage incentive plan team provide spot incentives motivational tool. Listen, document disperse call recordings Quality Assurance training purposes. Monitored progress strategic objectives Daily coaching employees customer service skills, assist using effective communication listening skills improve customer satisfaction. Conduct employee performance evaluations means support encouragement team members quarterly basis. Guaranteed fulfillment company policies procedures. Worked managers, team leaders directors utilizing different organizational development tools systems provide coaching issues related change management. Coordinated efforts departments meet customers' expectations. Coordinated communications briefings new employees. Manage oversee weekly time card issues, approve OT, check tardiness, ensure proper HR procedures followed employees. Interviewed, hired trained new quality Account Resolution Specialists. Provided detailed monthly departmental reports updates senior management. Addressed negative customer feedback immediately, conflict resolution r esolved customer questions, issues complaints. Effectively communicated team members maintain clearly defined expectations. OPERATIONS MANAGER June 2006 May 2007 Company Name － City State Managed creation, development implementation ticketing solutions existing potential clients proprietary ticketing system. Successfully managed activities 32 team members multiple locations. Interviewed, hired, trained managed new quality ticket office personnel new existing clients. Responsible implementation anti-fraud security protocols ticket stock Point Sale terminals. Improved service quality increased sales developing strong knowledge company's products services. Supplied technical support client ticketing locations. Worked client accounting marketing departments custom tailor reports needs. Provided detailed monthly departmental reports updates senior management. Effectively communicated team members maintain clearly defined expectations. OPERATIONS SUPERVISOR November 2003 June 2006 Company Name － City State Manage daily operations two showrooms, two ticket offices one call center. Oversee customer inquiries, conflict resolutions analyzing department productivity efficiency. Developed, implemented monitored programs maximize customer satisfaction manage on-site customer service representatives. Interviewed, hired trained new quality ticket office representatives. Reconcile ticket sales cash deposits prepares reports financial settlements regarding ticket office activities events. Provided detailed monthly departmental reports updates senior management. Developed implemented policies, procedures process improvement initiatives improve retention rates increase customer satisfaction. ​ TICKETING OPERATIONS MANAGER February 2003 November 2003 Company Name － City State Successfully managed activities 15 team members 12 station ticket office. Developed maintained relationships third party ticket brokers, generated property ticket sales major Las Vegas strip properties, managed ticket office personnel, supervised setup events proprietary ticketing system. Implemented maintained anti-fraud security protocols ticket stock Point Sale locations. Review perform balancing, depositing reporting daily ticket office receipts, required. Establish review operational policies procedures ticket office operations. Create distribute ticket office sales reports. Developed, implemented monitored programs maximize customer satisfaction. Interviewed, hired trained new quality ticket office representatives. Provided detailed monthly departmental reports updates senior management. Addressed negative customer feedback immediately r esolved customer questions, issues complaints. Effectively communicated team members maintain clearly defined expectations. OPERATIONS MANAGER June 2000 February 2003 Company Name － City State Manage supervise Ticket Office Staff conjunction Ticket Office Supervisor. Developed maintained relationships entertainers management. Assist creation management annual department budget. Act chief liaison vendors, customer service inquiries escalated customer issues. Build maintain events proprietary ticking system assigned. Review perform balancing, depositing reporting daily ticket office receipts, required. Represent department weekly company management meetings meetings as. necessary, absence Director Entertainment. Assist development effective efficient box office staff hiring qualified workers, providing appropriate supervision, enforcing operational policies procedures published box office operations manual, evaluating work performances. Responsible contract procurement fulfillment preforming entertainers timely matter utmost courtesy. TICKET OFFICE OPERATIONS MANAGER August 1998 June 2000 Company Name － City State Duties included managing assisting daily operations multi-station c ticket office incoming phone orders ticket sales, customer inquiries, complaints. Facilities creation Pass2 ticketing system accommodate upcoming. events showroom, ballroom, banquet space. Act chief liaison vendors, customer service inquiries escalated customer issues. Assuring positive customer experience training representatives customer service techniques, monitoring performance staff, complying customer requests extent possible, solving problems quickly satisfaction customer. Education Bachelor Science Finance University Nevada, Las Vegas － City State United States Skills 10-key, accounting, budget, BUSINESS ADMINISTRATION, c, call center, cash deposits, change management, coaching, com, CPI, client, clients, customer satisfaction, customer service, customer service skills, database, financial, hiring, Hogan, HR, listening, Lotus Notes, Director, Managing, marketing, meetings, Microsoft Access, Microsoft Excel, Office, Microsoft Power Point, SharePoint, Microsoft Word, next, Organizational Development, Payroll, personnel, policies, process improvement, procurement, progress, protocols, Quality Assurance, recruiting, reporting, sales, sales reports, Scheduling, settlements, Staffing, strategic, Strategic Management, Supervisor, Supervising, supervision, technical support, phone, Transportation