Customer Service Manager
Resume:
Anthony M Alvarez
Haskell, NJ *****
**********@***.***
Qualifications Summary
Offering over 20 years of extensive knowledge & experience in a variety of
areas including bank operations, policies and procedures, call center,
sales, auditing, training and retail banking.
Professional Highlights
Field Operations Coach - May 2004 to present
JP Morgan Chase (formerly Washington Mutual), Paramus NJ
Responsible for business operations, solution & risk assessment of 60
branches. Primary liaison between Regional Managers & Retail Banking
Centers. Establish and maintain effective partnerships across all business
lines.
. Managed the day-to-day operational functions of the retail branch network
. Identify operational deficiencies for process improvement
. Responsible for assessing the adequacy of the control environments across
JPMCs businesses lines
. Evaluate and interpret policy and procedures, regulations, standards and
guidelines
. Primary contact point, liaison and trouble shooter for retail branches
. Participate in the tracking and escalation of issues to ensure proper
resolution
. Develop materials & facilitate training workshops for team members
. Develop, monitor evaluate and identify retail processes and business
performance metrics
. Collaborate with District Managers to ensure company efficiency & growth
. Manage strategic change within operations group and retail line of
business
. Team lead for various projects, relocations, remodels and opening of new
branches
. Participate in process development to assure adherence to compliance
. Present audit results and recommendations to key stakeholders
Assistant Branch Manager - August 2002 to May 2004
Washington Mutual, Jersey City NJ
Worked in conjunction with Branch Manager and staff to ensure sales goals
were achieved and ensure branch is operationally sound
. Generate new business by working with clients to align products and
services that meet their financial and service needs
. Identify new opportunities to enhance the customer service experience
. Contact point for clients to address their service issues and financial
concerns
. Effectively manage & improve the performance & development of direct
reports
. Responsible for maintaining confidentiality and integrity of customer
information
Supervisor Account Reconciliation Department - July 2001 to August 2002
Fleet Boston Financial (formerly Summit Bank), Ridgefield Park, New Jersey
In conjunction with department manager, assisted with the preparation of
client's monthly and quarterly account statements.
. Coordinated the preparation and delivery of monthly customer's statements
. Maintained adherence to department's Smart Level Agreement (SML)
. Provided performance feedback and coaching to staff of 12
. Setup new accounts & maintain customer database
Customer Service Analyst (Team Lead) Call Center - May 1995 to July 2001
Fleet Boston Financial (formerly Summit Bank), Ridgefield Park, New Jersey
Team Leader in phone and solution support regarding policies, procedures,
applications and system issues for the entire organization.
. Assisted with PC software, hardware & technology issues
. Provided direction and support to internal bank personnel
. Handled large volume of incoming calls
. Managed open client related issues from inception to resolution
. Ensured all service level agreements were met or exceeded
. Monitored and maintain daily workflow queues
. Escalated all unresolved issues to 2nd level support
Assistant Branch Manager - Nov 1986 to June 1995
Fleet Boston Financial (formerly Summit Bank), Ridgefield Park, New Jersey
Worked with Financial Center Manager to ensure procedural compliance and
business goals were met.
. Managed day-to-day operations of the financial center
. Motivated staff to achieve sales goals
. Responsible for employee reviews, recruiting & development
. Assisted customers with helping them to meet their financial needs
. Provided exceptional customer service and problem resolution
Education
Dover Business College, Paramus NJ Computer Information Certification-GPA
3.96
Bergen Community College Paramus NJ- Business Administration -GPA 3.0
Computer Skills
Proficient in MS Word, Excel, Power Point, Outlook, ACD System & Relational
databases, familiarity with MS Access.
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