Operations Manager – Customer Service & Collections
Current• Effectively managed a high-volume of inbound and outbound customer calls.• Addressed and resolved customer product complaints professionally• Gathered and verified all required customer information for tracking purposes.• Accurately documented, researched and resolved customer service issues.• Mastery of customer service management systems and databases.• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.• Trained new team members on applying due diligence procedures and regulatory mandates.• Wrote procedures for internal and external auditing purposes.• Developed all process controls and metrics for daily management of the Call Center.• Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.• Cross-trained and backed up other customer service managers.• Adhered to all confidentiality requirements always.• Supervised a team of 10 sections managers and 50 associates.• Led corporate initiatives such as Engaged Leadership and Events Committee for the Call Center.• Established operational objectives and work plans and delegated assignments to subordinate managers.• Analyzed budgets, financial reports and projections for accurate reporting of financial standing.
