Customer Service Manager
Resume:
Adilia M. Borrero
Apache Junction, AZ 85119-6717
Phone: 480-***-****
E-mail: **************@*****.***
Objectives:
To work for a company that is well respected in the industry, where knowledge, accountability,
diversity are welcome and I can demonstrated my - Human Resources, and Management.
Work Experience
2010-Present Chase Paymentech/JP Morgan Chase
Proactive Service Manager
Will be responsible for negotiating contracts for merchants, submitting regular status updates and
performing ongoing maintenance of portfolio database system used to measure performance
and/or results.
Act as transaction processing consultant for clients providing alternative processing solutions and
options.
Monitor and analyze financial consequences of processing methods, and work with clients to
minimize their costs in this area.
Identify improvements to existing systems/products, and opportunities for new products and
services.
Sell value-added products or services to existing accounts.
2008 - 2010 Home Retention/Loss Mitigation/Modification-Closing Section
Bank of America
Manages a team of 20-25 collections associates in a Call Center environment
Monitor and coach on daily workflow and performance
Ensures delinquent loan servicing and customer communications adhere to customer and
investor expectations and/or requirements
Responsible in restructuring our borrowers mortgage loans in order to assist them in retaining
there homes/while adhering to State, Federal and Investor guidelines
Evaluating profit & loss income and asset information, appraisals dealing with attorneys or
realtors with short sale agents in charge of the process
Researching and correcting errors on payments, while assisting Team Leaders in handling
escalation calls for team mates and on the job Training.
Assisting Team Lead, during the interview process of future employees.
2007- 2008 Hanes Brands, Tempe, AZ
Acting Manager/ HR Consultant
Provide Customer Service and Sales Support
Meet daily Sales Goals and Daily Quotas
Manage a team of 15 - 23 customer service specialists with the goal of ensuring optimal
productivity and quality.
Handle Escalated Customer Concerns.
Handle inbound inquiries in relation to product, services, rates and promotions.
Screen prospective applicants and made hiring decisions.
Create and participate in compensation and wage surveys to ensure that reward structures are
aligned with the external marketplace.
Responsibilities include motivating, coaching and developing associates to achieve optimal
performance . Evaluated monthly employee performance; provided action plan to ensure
associates can correct deficiencies and keep growing as a professional.
Analyze results and conducting regular performance in customer services
and adjudicate departmental service orders and/or trouble tickets when required.
Utilize troubleshooting/complex problem solving skills daily and daily Sales.
Developed Salary budgets.
Implemented schedule to meet 24-hour staffing requirements.
Promoted new products and services.
Maintained standard and goals set forth by executive and senior management.
Working knowledge of federal laws as: Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination
Act, FLSA, ADA, OSHA, ERISA, NLRA, FMLA, LOW and LOA.
2004-2007 Caremark Inc., Phoenix, AZ
Pharmacy Support Manager - CS
Supervised 27 employees
Revised Data from prescription standards
Maintained standards for quality and productivity
Handle inbound inquiries in relation to product/ services
Meet daily Sales Proven Coaching and Team Building Skills
and Quotas
Adhered to standard operation Procedures
Promoted new products and services.
Maintained standard and goals set forth by executive and senior management.
1997-2004 U.S. Army, San Antonio, TX
HR Personnel/ Pharmacy Division
Implemented training courses for new employees, and foreign personnel
Prepared and conducted briefings for foreign personnel concerning international guidelines
Developed and communicated performance standards/ international accordingly with the Geneva
convention guidelines
Developed management proposals/budget training for immigration programs
Managed, organize, maintained and reviewed personnel records including any international
personnel or exchange of representative personnel
Ensured compliance with regulations including SOX and HIPPA when dealing with companies in
the Civilian/ Military Sectors including international policies
Created compensation packages for civilian and military personnel. Knowledge of Title 38 and
Title 5.
Knowledgeable of JCAHO standards.
Highlights of Qualifications
Motivated, enthusiastic, team player, resourceful; Able to learn quickly and communicate
effectively with varied audiences. Takes pride in servicing customers and a job well done.
Education
Webster University, San Antonio, TX
Degree in HR and Management
University Of Puerto Rico, Puerto Rico
Bachelor’s of Science in Biology
Languages:
Fluent in Spanish and English
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