Customer Relationship Manager
Member of management team for Sprint Customer Finance Services, an escalation department of 175 people dedicated to resolving the most difficult customer concerns regarding payments, technical issues, fraud, contracts, and executive level complaints.
- Conducted hiring process involving job fairs, pre-screening candidates, scheduling interviews, and making offers for employment.
- Guided time sensitive measures for resolving difficult customer issues by directing research team, collaborating with Sr. Management, and negotiating settlements.
- Executed departmental efficiency processes which positively impacted profitability and customer satisfaction.
- Generated revenue by reducing fraud and servicing customers through analysis of their accounts, recommending changes, setting arrangements, and collecting payments.