Customer Service Manager

NOEL STEELE-PEARSON

*** ***** ***** ***** . *** Rancho, NM 87124 . 505-***-****

*-*-***********@***.***

An Excellent Operations Manager, with a broad based background in customer

service, productivity, auditing, coaching, counseling, safety compliance,

scheduling, regulatory compliance, inventory, purchasing and business

administration. I am an effective, efficient decision maker and problem

solver with a commitment to meeting corporate objectives while promoting

individual accountability. Additional keys to success include:

. Proven record of performance working with a large number of exempt and

non-exempt employees, as well as start-up operations.

. Talent for managing business units while improving customer service

and productivity.

. Exceptional leader, trainer, motivator, and mentor of staff

continuously leading others in exceeding business expectations.

. Adept in production coordination and scheduling to meet demanding

timelines and business objectives.

CORE COMPETENCIES

Leadership( Operations Management ( Customer Service ( Staff Training and

Development

Team Building ( Reporting( Process Improvement( Business Administration (

Program Development Decision Making ( Problem Solving ( Relationship

Management( Procurement ( Regulatory Compliance

PROFESSIONAL EXPERIENCE

C-N-Enterprises, Rio Rancho, New Mexico

Current

Contracted Closing Agent, Self-Employed (8/2008-current)

I am Responsible for the end to end process of mortgage closings

representing numerous closing agencies. Responsibilities include all

aspects of business administration including customer service, scheduling,

reporting and regulatory compliance.

LAGUNA HOUSING DEVELOPMENT & MANAGEMENT ENTERPRISE, Laguna, New Mexico

2009 - 2010

Operations Supervisor, (1/2009 - 7/2010)

My responsibilities included two major areas. I was responsible the

management of Operations and Human Resources Departments. My operational

responsibilities included, over site on all operational transactions to

ensure continuity in work flow and higher productivity was achieved by each

department utilizing six sigma methodologies. I was instrumental in the

strategic planning process and was responsible for the administration and

management of the strategic plan. I was also responsible for procurement,

vendor relationships and contracts, invoicing, inventory, accounts payable

and reconciliation. I was responsible for following all federal guidelines

associated with the procurement of goods and services purchased, with

federal grant funds. My responsibilities included, running the day to day

operations of the Human Resources Department. I created and developed

policy and procedures in relation to all personnel and operational matters.

Other responsibilities included risk management, in relationship to

personnel and Safety (OSHA) matters, training and development, performance

management, recruiting and retention, workers compensation claims,

personnel issues, compensation, benefits and providing detailed reporting

on all functions. I was responsible for of all administrative staff.

Achievements:

. Developed and implemented core value, a leadership behavior model

which aligned with the mission statement of the organization.

. Designed and implemented a performance management process for line

personnel as well as management.

. Designed an employee handbook which aligned with the organizations

personnel policies.

. I implemented a robust web based training and development program for

regulatory training as well as career development.

. Trained management staff on employee relations, performance

management, attendance, FMLA, ADA and retention strategies.

. Instrumental in the design of the strategic business plan and

administered the plan for the organization.

. Created a recognition program which promoted retention and improved

productivity.

N. Steele Resume Page 2

BANK OF AMERICA, ALBUQUERQUE, NEW MEXICO

1995 - 2008

Assistant Vice President, Unit Manager, Customer Service Call Center

(4/2004 - 4/2008)

Managed and directed staff of 9 direct reports within a business unit that

consisted of 160 representatives. Responsibilities included; daily tactical

management of business unit objectives. Accountable for strategic planning

of staffing, budget, payroll, incentive programs, training and development.

I served as the main point-of-contact for all Human Resources and Employee

Relations issues, plans, and programs. Implemented and spearheaded multiple

projects incorporating Six Sigma methodologies to enhance call center

functions, including recruiting and hiring, staff retention, quality,

productivity and work efficiency.

Achievements:

. Employee satisfaction survey results were noted as world class for

2005, 2006, and 2007.

. Developed and implemented strategic and tactical plan for

recruitment of entry level, specialized services and management

positions.

. Assigned business unit was recognized for employee retention 2006,

2007.

. Assigned business unit was recognized as number one in the center

for delivering exceptional customer service and achieving high

satisfaction scores for 2006, 2007, and 2008.

. Recognized by corporate management for providing clients with first

contact resolution 2007, 2008.

Team Manager, Customer Service, Call Center, Rio Rancho, New Mexico (4/1999

- 3/2004)

I conducted recruitment, hiring, and training activities. I was responsible

for the administration of the operating budget for assigned business unit.

Motivated and lead a team of personal bankers accountable for sales and

servicing of all financial products and services. Ensured staff alignment

with corporate business objectives and monitored performance to achieve

desired outcomes.

Achievements:

. Recipient of the prestigious Bank of America Award for Excellence

awarded to 1% of Employees.

. Successfully completed Six Sigma training, testing, and certification.

. Participated in company mentoring program for upcoming management

staff and contributed to the career growth and development of all

employees.

. Recognized for leadership that consistently achieved top sales and

excellent customer service scores.

Operations Manager, Cash Vault and Support Unit, Albuquerque, New Mexico

(1/1998 - 3/1999)

Managed and directed staff and operations within the cash vault that

included audit of custody and controls, corporate deposit processing, and

appropriate currency levels for multiple retail and ATM locations

throughout the state. Applied banking policies and procedures, administered

unit budget, and ensured staff productivity. Recruited, hired, and trained

additional personnel as needed.

EARLY CAREER included Manager, Reconciliation Department and Operations

Analyst, National Customer Service and Support, Bank of America; Office

Manager for Odessey One Defense Contractor Electronic Manufacturer; Medical

Coder for Blue Cross Blue Shield of NM, Legal Secretary for Miller Law

Office, Office Manager and Dental Assistant for Rachelle Shaw, DDS.

EDUCATION AND CERTIFICATIONS

bachelor of business administration

CONCORDIA COLLEGE

CERTIFICATIONS:

Six Sigma Green Belt Certified

Notary Public, State of New Mexico

Managing Performance Variation Certified Trainer

Train the Trainer Certified Bank of America

Adult Learning Curriculum and Development Bank of America

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