Customer Service Manager

Fernando Garcia P: (***) *** - **** Alternate:

(*51) 655 - 1765

*** ******** ******, ****** ****, NJ 07306

********.******@***.***

OBJECTIVE: To provide professional experience in a position related to

service, finance or strategic logistics.

QUALIFICATIONS:

V A highly self-motivated, reliable person with excellent and fluent bi-

lingual: English/Spanish communication skills. Keen ability to interact

with people of diverse ethnic and economic backgrounds. Proven

abilities in Human Resources supervision, management, training and

public relations with financial business entities. Skilled in

analyzing, defining, establishing, multi-tasking and meeting goals and

objectives for profit.

V Experienced in working with state and local government entities.

Proven abilities in organization administration, project development

and implementation, information analysis, resource acquisition and

allocation, staff and supervision. Proficient in MS Office {Access,

Excel, Power Point & Word} Experienced in Lucent Centre View Call

Center, People Soft, KANA, E-HR Web system, PASS and Avaya CMS

Supervisor software. Designed and implementation of KIDS. On-line

electronic interfacing: Outlook, IE research, mail, data access and

transfer.

EXPERIENCE:

HR Manager, Liberty Academy Charter School, Jersey City,

NJ 9/11 - 6/12

. Recruited for and ensure that all certificated positions are

filled by highly qualified individuals.

. Processed all new hire documentation, background checks,

payroll and direct deposit.

. Trained and provide information on health benefits and

pension enrollments.

. Handled processing and maintaining employee personnel

records.

. Managed employee Provisional Teacher Program reporting

according to NJ State mandates for teachers.

. In charge of employee relations throughout the organization.

. Planed, directed and carried out policies relating to all

phases of personnel activity.

. Maintained all vendor and State documentation by established

guidelines.

. Kept records for possible audits by the NJ State Public

Schools and/or public.

Problem Management Analyst/Treasury Associate (Temporary Assignment)

3/08 - 8/08 & 1/07 - 5/07 Leveraged Technology Inc., New York, NY

. Consistently delivered "World Class" customer service to

callers through ACD.

. Assisted branches and correspondents with wire transfer

policies and procedures.

. Provided the status of wire transfers, check

disbursements/deposits, as well as ACH and Bill Pay

inquiries.

. Supported branch users with navigation of Wire Transfer

database and Bill Pay website.

. Researched and resolved any transfers that did not occur

within service level.

. Acted as a liaison between branches and internal

departments to resolve complex and escalated issues.

Results: Promoted to Analyst Position

HR/Payroll Specialist

3/04 - 11/04

Mellon HR Solutions/Volt; Little Falls, NJ

. Processed all HR/Payroll client specific transactions.

. Updated all changes for employee data records in People

Soft.

. Processed all paperwork for New Hire, Termination, W4, and

I9 within a 48hour turnaround.

. Fielded 2nd level support calls from employees and client

HR managers.

. Assisted client HR managers with escalation issues and did

so within established Service Level agreements.

Fernando Garcia ********.******@***.*** P: (201) 469 - 1981 Alternate:

(551) 655 - 1765 Pg. # 2

(Acting Manager) Senior Call Center Representative

11/02 - 3/04

KUMON North America, Teaneck, NJ

. Acted as Team Leader in the absence of an official

department manager

. Reported directly to the Assistant Vice President of

Marketing/Branding/Advertising.

. Supervised, trained and developed call center staff that

consisted of 15 agents over first and second shifts.

. Developed and implemented a Policies and Procedures manual

for the call center.

. Implemented Quality Assurance processes

. Monitored agents on a weekly basis to ensure quality and

accuracy of information being provided to customers.

. Designed and implemented KIDS (Kumon Information Database

System) - A customer relationship management tool that

allowed for documenting and recording of customer profiles

and the capability to accurately determine enrollment impact

statistics.

. Monitored daily averages of call volume, queue calls, length

of calls, and maintained a 3% of calls abandoned within new

call center operation.

. Acted as liaison between field representatives and local

branch support members that required escalation.

. Assisted Marketing department with coordination of media

planning for adequate call center coverage.

Participant Services Specialist

7/02 - 11/02

Mellon HR Solutions; Little Falls, NJ

. Provided detailed, sensitive information to customers in

regards to their benefit accounts.

. Navigated customers through E-HR web portal for updates and

transactions.

. Reviewed client transactions and provided verification for

clients as needed.

. Used PASS database to open, update, and resolve tickets for

customers.

. Assisted other representatives with customer cases

regarding policy inquiries.

. Opened and followed up with tickets and processed

transactions on People Soft 7.

Associate - Customer Service/Online Services

7/99 - 6/01

UBS Paine Webber Inc; Weehawken, NJ

. Assisted high net worth customers

. Reviewed client's Resource Management Account and Business

Services Accounts over the phone or on the Internet.

. Provided "World Class Service" for customers to ensure one

call resolution.

. Communicated with clients using KANA, an email customer

relationship management tool.

. Navigated clients, internal and external, for access to their

accounts online.

. Assisted clients and branches with documentation procedures

for account openings, closings, changes, and upgrades.

. Developed relationships with other departments to maintain

account transactions in a timely manner.

. Initiated and tracked service cases in order to provide

excellent customer service.

EDUCATION:

Candidate for a Master of Business Administration 2014 Cum Laude -

Bachelor of Arts in Economics Degree 1/11 New Jersey City University,

Jersey City, NJ New Jersey City University, Jersey City,

NJ

G.P.A: 3.55/4.00 G.P.A: 3.65/4.00

TRAINING: Certification in Customer Relations - MAGIC 2000

INTERESTS: Wall Street, logistic analysis, economics and photography.

Contact this candidate