Customer Service Supervisor

Aubrey Thompson

*** ********* *** ********, ** **520 Phone: 516-***-**** *****.********@*****.***

REPORTS ANALYST’/CUSTOMER SERVICE SUPERVISOR/INTERNET BANKING SUPERVISOR

An experienced and diversified Customer Service professional with a special skill in gathering, analyzing

and defining business and functional requirements.

Used customer service experience in dealing with both internal and external clients increasing productivity

on reliability

Professional Experience

Panther Home Improvement

Marketing Agent 2013 to July 2013

Key Results

Successfully obtained new customers using various marketing techniques

Created logs and scheduled appointments according to business standards

Successfully interacted with potential clients developing customer relationships for future business

NPD Marketing Firm

2011 to 2012

Reporting Analyst/ Editor

Key Results:

Created and Extracted Databases ensuring that data is in the correct format and that all databases

contain accurate information.

Pulling data into the “Powerview” reporting system and programing

Utilized the Mainframe software for checking and comparing data from the mainframe.

After running reports, create databases to forward to European Clients

As an Editor, categorized various items from European countries utilizing the “Flexsys” system

Ensured selected items were linked, matched, etc... In their proper country for accurate reporting.

Accurate Engineering I.C.S.– San Diego, CA 2005 to 2010

Director of Business Development/ IT Specialist

Key Results:

Adviser for internal systems development

Developed strong relationships with business clients creating business opportunities and growth for the

companies’ brand.

Worked with the CEO of the company in developing and targeting specific business goals

Gathered and assessed needs from internal business units; created custom solutions to resolve issues

(e.g., system slowdowns, virus outbreaks and process bottlenecks); and developed functional

specifications for IT group.

Aubrey Thompson's Resume Page 1

Automated previously manual, time consuming processes to drive gains in data tracking/accuracy,

work group efficiency and profitability.

North Fork Bank (Capitol One) – Melville, NY 2004 to 2005

Supervisor of Internet Banking and Customer Service

Key Results:

Helped introduce a new, reproducible software development methodology that contributed to higher

quality performance.

Served on team that ported MS DOS environment to a Windows based.

Monitored staff for weekly quality reviews

Handled Escalated calls from Customers

Handled Supervisor processing for Call Center which included, transfers, blocked checks, etc…

Developed Reporting system for Internet Banking that utilized as by Management

JP Morgan Chase– Hicksville, NY 1990 to 2003

System Technician Supervisor/Supervisor

Key Results:

Developed streamlined procedures that decreased labor time and eliminated redundancies.

Created automated daily stats report that reduced errors and is now used by records associates

organization. Earned “Star” awards for outstanding customer service and teamwork.

Basic maintenance performed on T1’s, and work station for programmers.

Programmed Predictive dialing system for calls throughout the country

Served on team that ported MS DOS environment to a Windows based, client/server solution.

A part of First Level Support for IT

A part of First Level ”Implementation Task Force”

Education

FTC Jazz College Dix Hills, NY

Extensive internal training in JP Morgan Chase’s Educational Development, Advanced courses in Excel ,

macros, Reports, Access, Word, PowerPoint, etc...

College 2 years FTC Jazz College

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Regents High School Diploma from “Springfield Gardens High School”

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Aubrey Thompson's Resume Page 2

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