Customer Service Manager

Anthony Luces

Email: *********@*******.*** . Phone: 347-***-****

Summary of Qualifications

Accomplished customer experience and contact center management professional

with extensive experience driving organizational change to transform

effectiveness of inbound/outbound, email, text, and social media

interactions across multiple sites. Adept at analyzing team and center

performance to identify improvement opportunities. Skilled problem solver

and critical change agent; proficient at devising innovative policy, best

practice, and technology solutions to propel productivity, profitability,

and service levels. Competencies include:

Staff Office Management Team Leadership

Training/Supervision Process Improvement Client

Project Management Compliance Operations Relations/Retention

Performance Evaluation Vendor Management

Professional Profile

Feb, 2009-Oct, 2013 - Gallant Capital Markets, New York, NY

Client Relationship Manager

* Coordinate with various business units to test, validate, evaluate new

applications and

functions to determine issues in services and software.

* Ensuring the smooth, efficient, and cost-effective operation of one or

more Gallant offices,

including the professional appearance, business-ready functionality

of the office, and the

professional and customer service-oriented conduct of the staff

* Creatively "think outside the box" as well proactively anticipate and

resolve issues

* Collaboration with the Corporate IT department

* Trouble shoot the MetaTrader 4 software and expert advisors for

compatibility and

execution to improve business and client relationships

* Ensure that operating budget savings and cost-cutting measures are

applied and cost-

efficient processes are developed, implemented and periodically

reviewed

* Responsible for providing suggestions to the development team during

the development

stage of the product to meet the clients business needs.

Oct, 2007 - Jan, 2009 - Arbor We Care, Brooklyn, NY

Work Readiness Specialist

* Teach a five day course on work readiness, modification of vocational

goals and skills,

childcare concerns, employment barriers, transportation, interview

skills, and resume

preparation

* Help participants develop and reach vocational goals reflective of

their skills, capabilities,

and interests

* Analyze participants medical and psychological profiles to document

progress within the

work readiness program

* Use NYCWAY and Arbor database to enter and retrieve data

* Manage client caseload to prevent benefit assistance termination

* Coordinate and supervise repair and maintenance projects with vendors

and contractors.

.

Jan, 2006 - Sept, 2007 Queens Hospital Center, Queens, NY

Administrative Assistant

* Provide direct support to the Director of Neurology by serving as manager

of the Executive

Office

* Assist in the Directors preparations of meetings, presentations, and

speeches including

development of Power Point Presentations

* Manage the Directors calendar, including time, tasks and scheduling all

appointments and meetings

* Manage incoming calls, letters, and e-mail communication

* Develope and maintaine service relationships with external vendors and

service providers

* Attend departmental meetings and prepare documents and research when

needed

* Implemente plans to improve customer satisfaction, increase productivity,

and achieve

business goals.

2005 - Metropolitan Transit Authority, New York, NY.

Intern

* Task with providing project support, preparing status reports,

presentations and analyzing

survey results

* Work on Light Speed and Prime platforms to track employee medical

appointment status and

scheduling medical revisits

* Use data entry applications to maintain daily activities, ensuring

scheduling uniformity and

analyze swiping activity.

Education History

Medgar Evers College Brooklyn, N.Y. BS in Business Administration

Technical Skills

Proficient in MS Office (Word, Excel, PowerPoint, Outlook), MS Windows

MetaTrader 4 Software, Meta Manager, ProTrader, Sales Force, Live Person

World Check, Truth Technologies, Photoshop

Contact this candidate