Manager Customer Service

GIA WILLIAMS

**** **** ******* **** #8-704-***-****

Florence SC 29501 aca4hz@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

• Over 15 management experience with an emphasis in call center operations and the banking

industry.

• A skilled production manager with a proven track record for meeting and exceeding company

and departmental goals.

• Highly effective in promoting a positive, productive environment.

WORK HISTORY

Chase Home Loans (Florence, SC) 2011- June 2013

Bankruptcy Operations Manager 1/Assistant Vice President (2011-present)

Responsible for protecting Chase Home Lending interest in properties that have been included in

Bankruptcy filing with full knowledgeable in Bankruptcy Code, the Bankruptcy Court System, litigation and

adversary proceeding strategies, general default mortgage servicing, the foreclosure process, and

Chase Home Lending policies and procedures. Responsibilities included the developing of strategies to

deliver a highly productive department, to motivate employees to deliver quality performance, to develop and

maintain vendor relations, to keep settlement costs and losses to a minimum.

Accomplishments:

• Successfully lowered department abandonment rate from 7% to under 3%

• Maintain a department Quality average of above 97% month over month

• Achieve above average Service Level score for past months

• Managed a staff of 75+ including supervisors and call center agents.

Bankruptcy Unit Manager (2010-2011)

Responsible for performing duties related to monitoring and processing loans in an active bankruptcy status

in a fast-paced environment. Responsibilities include but are not limited to: Responsible for the day-to-day

operations of a team of bankruptcy specialists and/or ops processors. Duties include: supervising workflow

and quality of bankruptcy/collections activity; working with management team to identify problems and

improve bankruptcy/collections efforts; communicating company and unit policy, procedures and practices;

making employment decisions and setting performance standards; training and coaching staff; writing and

conducting performance evaluations; performing budgetary, product and/or business case analysis;

researching/analyzing special projects as assigned. Responsible for day-to-day application of, and adherence

to the Bankruptcy Code.

I-WELLS FARGO, Fort Mill, SC 2006-2010

Collections Supervisor (Year-Year)

Responsibilities include the day-to-day operations of a team of collectors. Plans, directs, supervises and

evaluates work flow. Coordinates work activities to achieve the volume expected to meet operational

requirements. Recommends operational improvements. Responsible for day-to-day application of policies

and procedures. Monitors performance of staff members according to established standards and conducts

performance evaluations. Trains and coaches staff and make hiring decisions.

GIA WILLIAMS PAGE TWO

WELLS FARGO/TEKSYSTEMS, (Fort Mill, SC)

Business System Consultant 1 (Contractor)

Duties include supporting telephony application (Verint Call Recording) within Default Operations. Support

include administration and maintenance of the application, troubleshooting technical issues when needed,

extensive data collection and research, extensive reporting, performing analytics and making business unit

recommendations based on statistically significant sampling. Act as liaison between functional business unit

and management by planning, conducting, and directing the analysis of moderately complex business

problems to be solved with automated systems. Perform application training for end users

US LEC, Charlotte, NC 2005- 2006

Call Center Data Analyst

Receive, log, and process all trouble tickets from NOC Call Center, Customers, Engineering, Operations,

and Vendors. Analyze and test trouble reports, take corrective action when possible and/or initiate the

appropriate dispatch for corrective action steps toward a resolution. Monitor the progress, keep customers

updated and verify the clearance of all tickets to the customer's satisfaction test data circuits and upgrade

router firmware. Escalate troubles to internal departments or to external vendors if necessary

MUZAK LLC, Fort Mill, SC January 2005 - December 2005

Client Response Specialist -1

Handle all incoming calls with the objective of first call resolution for 50% of all calls. Responsibilities

include Tier 1 technical support, payments and billing inquires. Duties include updating client accounts and

retrieving archived invoices and contracts. Effectively suggest music options, explain how to use and solve

any equipment problems.

CINGULAR WIRELESS/BELLSOUTH MOBILITY DCS, Charlotte, NC 1996-2004

Customer Operations Team Manager

Manage and supervises the development and the implementation of Customer Operations functions.

Implements policies and direct the team towards meeting operational goals. Manages all operational customer

service provisioning and determine business requirements including: interviewing, reports as required,

training team member performance evaluations and on-going daily support of the department. Coach and

develop team of 12+ Customer Service Rep, as well as monitor and control scheduling for the Call Center.

Retail Sales Manager (1 year)

Management position with responsibility for directing and coordinating the daily activities of the operations

team including appropriate employee hiring, training and development. Effectively supervises all aspects of a

retail store and/or multiple retail kiosks. Responsibilities included recruiting, selecting, develop and training

of all retail sales personnel. Guide and evaluates employee performance.

EDUCATION

BA in Liberal Art Studies-Projected Graduation date December 2013

University of South Carolina, Columbia, SC

Concentration: Psychology and Criminal Justice

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