Mario Vilmenay

**** ******** **, *********, ** **018

Phone: 347-***-**** / Email:acvwkk@r.postjobfree.com

Objective: To continue building a challenging and fulfilling career that will allow me to use my extensive people, problem solving, managing, delegating, and organizational skills with a company that offers growth and diversification without losing sight of the value of quality and customer service.

Professional Experience:

Warrantech / AmTrust Financial Company

AMT Extended Warranty Team Lead June 2015 – Present

Answer inbound calls from the CSR’s which range from taking over escalated calls to approving claims to assisting the front line agents with their concerns and inquires. Emailing clients their Warranty Order ID & Pin per request of the client. Independently able to locate information & provide assistance with the specific dealer Terms & Conditions.

Submit contract update requests from CRS’s & the customers who either fax or email their request to the appropriate departments for correcting and/or cancellation of their warranty contract.

Knowledgeable in AS400, Calabrio, Call Copy, Workday, Amazon Seller Central, WCPS Control Link, and Warrantech Parts.

Effectively coach CSR’s on their overall production & effectively train CSR’s on any enhancements completed on the programs used on a daily basis. IE. Claims 360, Calabrio & Workday.

Generated daily statistic reports to the CSR’s & direct supervisor

Xerox/Union Bank, MUFG, Arlington, TX

Online Banking Financial Advisor Supervisor

Promoted to Supervisor November 2013-June 2015

Successfully supervised & developed agents to meet & maintain performance level goals outlined by KPI’S (Key Performance Indicators).

Ensured agents maintained an average of 83.92% in QA, 6:17 average handle time, 9.1 calls per hour, and an Adherence rating of 87.21%.

Documented an average of 60 Supervisor evaluations per month to maintain high performance efficiency.

Implemented team focus goals to increase overall performance & decrease ineffectiveness & site penalties.

Reinforced corrective action plans to improve agents overall performance.

Trained the financial advisors in taking calls pertaining to the Banks Online Banking & assisting with Quicken and Quickbooks software.

Managed production floor to successfully meet daily intervals of 81.70%.

Promoted to Team Lead December 2012

Resolved clients escalated issues for all team members.

Effectively responded to all clients’ feedback in a timely manner to prevent any further escalation or loss to the bank.

Created daily agenda for business meetings & team meetings & generated daily statistic reports to financial advisors and direct supervisor.

Customer Service Specialist October 2011

Effectively worked with team members to meet the team goals.

Provided customer service to internal and external clients.

Responded to customers inquiries in a call center environment. Phone, Fax and Email.

Gathered Information and research inquiries to resolve clients questions or complaints

Communicated the appropriate options for resolution in a timely manner and about new products and services available.

Uncommongoods, LLC. Brooklyn, NY October 2002 – April 2011

Warehouse Operations Supervisor

Promoted to supervisor January 2004

Supervised several warehouse logistics such as receiving, exporting, quality assurance, gift boxing, packing, and returns

Supervised the daily productivity for all warehouse employees to ensure 90.00% Team Accuracy rating.

Implementing action plans to increase overall Productivity by 5% each year, over the course of 6 years.

Generated and analyzed large data sets to find areas of improvement.

Project team lead that planned for the upcoming high seasons which differed in production volume by 30x

Created Operating Procedures that the company uses daily to train, monitor, and evaluate employees.

Developed metrics to accurately and appropriately evaluate individual and departmental performance.

Evaluated staff members, handled the recruitment and hiring of seasonal staff.

Part of the Safety Committee which encouraged and fostered teamwork, employee accountability, and a safe work environment.

Trained newly hired employees on all warehouse processes and procedures.

In charge of purchasing and maintaining proper inventory warehouse supplies.

Managed the quarterly scheduled inventory team.

Achievements:

Certificate of Excellence as a Financial Advisor.

Online Banking Supervisor Recognition Award.

Warehouse General Recognition Award.

Skills: Interpersonal communication skills, organizational skills, time management skills, delegation, training skills, coaching skills, project planning, task coordinating, problem assessment and analysis, MS Word, Excel, PowerPoint, Outlook. .

REFERENCES FURNISHED UPON REQUEST

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