Customer Service Manager
Resume:
William J. Cella
Englewood Cliffs, NJ 07632
***********@*****.***
Objective: To obtain a position in an organization that utilizes my
experience and skills to their fullest potential.
04/09-04/12 ACMG, Hoboken, Jersey City, NJ
Quality Assurance Agent; Responsible for monitoring and evaluating
the Product Specialist Team's phone calls with our customers,
to ensure quality and compliance standards were being met;
Also to conduct trainings for Product Specialists who were
below standards, and give them the necessary sales and
customer service tools and skills to enable their
improvement.
Product Specialist; Responsible for taking incoming customer calls
and to ensure customer satisfaction; Up-sold and cross-sold
additional products based on customer needs; Collected
outstanding balances through negotiation and by implementing
payment plans to fit individual customer's situation.
PROMOTED TO QUALITY ASSURANCE AGENT WITHIN COMPANY
08/04-07/08 C & C Vencap, Palm Beach Gardens, FL
Office Manager; Responsible for organizing and coordinating
office operations and procedures in order to ensure
organizational effectiveness and efficiency; Supervised
office staff; Recruit and select office staff; Coach and provide
on the
job training to staff; Evaluate staff performance.
12/02-7/04 Provident Bank, Orangeburg, NY
Business Manager/Assistant Vice President; Developed new business
opportunities and effectively managed existing customer
relationships to strengthen customer service; Responsible for
the development of a staff capable of meeting current and
future operating needs through effective selection,
assessment, training and coaching of a service and sales-
oriented team; Actively participated in community events to
further enhance business contacts and referral network;
Worked closely with commercial lenders to develop and
increase loan portfolio.
12/00-12/02 Bergen Commercial Bank, Little Ferry, NJ
Branch Manager/Assistant Treasurer; Responsible for establishing new
business relationships while effectively managing customer
relations to reinforce customer service; Managed all
functions within the branch including all aspects of sales,
service and operations; Effectively evaluated, selected, and
trained a service and sales-oriented staff, competent to meet
the operating needs of the present and future.
2/95-12/00 Interchange State Bank, Paramus, NJ
Assistant Treasurer/Assistant Branch Manager; Responsible for the day-
to-day operations of branch; Develop and motivate staff; Run
monthly staff meetings; Adhere to budget guidelines to ensure
profitability of branch; Make certain all branch goals are
met; Address customer complaints and resolve problems.
Senior Customer Service Representative; Oversee all daily operations
of branch; Assure security procedure compliance; Coordinate
staff meetings schedule; Maintain highest level of customer
satisfaction; Insure that all sales goals are met.
PROMOTED TO ASSISTANT TREASURER/ASSISTANT BRANCH MANAGER WITHIN
COMPANY
Customer Service Representative; Setup new accounts and process
loans; Supervise teller staff; Run branch to cover for
manager's absence; Present and sell bank's products to create
the best portfolio to satisfy each customer's needs; Received
many sales incentive awards for selling the most products for
the month.
PROMOTED TO SENIOR CUSTOMER SERVICE REPRESENTATIVE
WITHIN COMPANY
10/90-1/95 Hudson City Savings Bank, Teaneck, NJ.
Head Teller; Provide customer service and support; Responsible for
accurate cash handling; Oversee daily inventories of money
vault; Distribute cash to other tellers.
7/83- 7/89 Olla Industries, Weehawken/Fairview, New Jersey.
Assistant Foreman; Responsible for organizing stock; Supervising
assembly line workers; In charge of coordinating staff and
other general warehouse duties.
Education: Computer Processing Institute, Paramus, New Jersey.
9/89-6/90 Received Diploma in Business Computer Programming.
09/83-5/84 Bergen Community College, Paramus, NJ
Curriculum: Business Law and Business Administration
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