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Work experience

Oct 2010Present

Customer Service Manager

American Military Benefits

Providing Means Testing for Senior Veterans to assist them in getting Aid & Attendance Benefit.  Coordinates marketing efforts, seminars, appointments with all clients.  Manages all incoming calls from veterans, surviving spouses, and families throughout the application process. 

Nov 2005May 2010

Customer Service Manager

Hansen Financial Solutions

Maintained relationships with sales agents and customers.  Fielded all incoming calls to office.  Processed all paperwork for new agents as well as lines of credit for mortgage acceleration software and conventional mortgages.  Communicated progress of file to customer.  Managed day-to-day office.

Aug 1998Nov 2005

Call Center Manager

Zions Bancorporation

Managed team of 18 customer service representatives.  Responsible for planning, scheduling and assigning daily activities.  Monitored effectiveness of team's work and performance and evaluated same.  Responded to requests and inquiries from customers and other bank departments addressing and solving complex problems and assignments.  Maintained confidential information regarding business and employees.  Maintained low turnover with team members in a traditionally high turnover environment, through effective team motivation and communication.

Apr 1984Nov 1997

Call Center Manager


Managed effective planning, scheduling and daily assignment of 27 team members.  Completed and reviewed detailed information for regulatory audits.  Coordinated  and implemented employee work schedules.  Trained new and veteran  customer service representatives. Handled escalated customer service calls effectively and quickly.


Sep 1973Jun 1975


Cottonwood High School