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1039 Greenfield Dr Canonsburg PA 15317 • 724-746-1156 • email@example.com
A results oriented service professional with 10+ years experience in a client service industry with a proven
record of leadership with the ability to manage multiple tasks simultaneous with consistently exceeding
performance standards. Display a positive “can do” attitude and known as an effective problem solver.
Highly-motivated, competent and a people person make sales and continued return business a skill that is
Oct 2013- current CentiMark Corporation Canonsburg, PA
Corporate Customer Service Manager
Manage a team of customer service representatives thatsupportCentiMark’s largest,mostvalued accounts. Responsible
for generation of $20 million in revenue with-in 400 accounts. Implementprocesses and procedures thatcan assistwith
work flow within the team while also benefiting the customer.
Directly resolved,or partnered with corporate and field personnel to resolve complexcustomer issues including
service response,deliveryand custom invoice requirements.
Identify process improvementopportunities and partner with other departments to design and implement
solutions including integration with external customer portals for order creation,updates and invoicing.
Designed and led the restructuring ofthe customer service representatives’ roles and responsibilities including
the expanded role of accountownership with commensurate incentive program.
Trained the representatives on how to deal,respond and conform to customers thatled to increase customer
satisfaction and increase bottom line revenue intake
Work closelywith field managers across the country to ensure thatcustomers are being handled efficientlyand
work requests are processed quicklywhile inside team reports back to customer.
Hire and train new employees thatmove into the role as well as motivating current employees to promote and
boostover-all good company/departmentmoral
Serve as liaison/single pointof contact for larger projects to ensure customer satisfaction.
2-2009- 10-2013 Entitle Insurance Company Coraopolis, PA
Sales and Marketing My
responsibilities include building both B2B and B2C clients nationwide via phone. Educating clients on the benefits of
doing business with the companyand how they can become more competitive in the marketplace. Developing markets
where none existed previously and ensuring repeatbusiness. Maintaining consistentcontactwith the clients and
appropriate follow up to ensure a quality customer experience. Earning incremental business from existing clients to grow
Manage, train and oversee sales professionals
Develop, grow and maintain new and existing clients for sales team
Visiting mortgage brokers to obtain new orders
Quickly building rapport with prospects
Converting prospects into long term company clients
Follow up to ensure client satisfaction
Data enter new consumer contact information
Receive new orders from lenders
Maintain weekly consumer tracking sheet
Answer phones; handle customer complaints, cold calling
2002 – 2009 LSI/Fidelity Pittsburgh, PA
Client Relations Specialist
Solving escalated issues to ensure immediate resolution
Maintaining client relationships with lenders and borrowers
Oversee positive employee relations to ensure the in-house team
works in a timely manner
Problem Resolution Specialist
Assisting the Vice President of Operations
Solving all problems that could jeopardize continued
business relations of major clients
Compiling and tracking of daily revenue figures
Determine goal attainment and profitability of the branch
Report daily revenue results directly to the corporate
Achievements: Received over a dozen WALL OF FAME awards as well as awardsfrom clients for
1997 – 2000 Express Financial Services Pittsburgh, PA
Client Relations Representative
Act as a liaison between major clients and the individual departments within Express
Assured continued business relations in house and on-site at the clients’ office
Train and oversee new hires on basic underwriting guidelines, systemnavigation and company
policies and procedures
Troubleshoot all title issues
Clear up post-closing issues
Served as an on-site rep for higher revenue clients
Dean Trent, EVP-United Lending Services and former VP of LSI TitleCompany 412-788-7854
Jeff Patterson, Regional Sales manager of Stanley Communications 412-999-1631
Paula DeLaurenis, Former CMO of Entitle Ins Co 914-815-1654
Tim Dwyer, Founder/CEO of Entitle Insurance Co. 203-247-1023
Past work history includes: Ameriquest Mortgage Co & Raylon
Corporation Monroeville, PA
Education: Kent State, CCAC Business, Plum Sr. High School