Customer Service Project Manager
Resume:
Anthony Roque
E-mail: *******@*****.***
Experience:
December 2006 - February 2010 Acosta Sales and Marketing,
Jacksonville, FL
Instructional Designer/Trainer: A team player in charge with designing and
facilitating training of a software and IT nature. Classes are given
locally across the country, as well as remotely by telephone. Our
associates are taught the software needed to perform in-store audits in
retailers in their area, with a focus on the grocery industry. The training
also consists of basic Word applications.
April 1995 - December 2006 Citibank Universal Card Services (formerly
AT&T UCS)
Corporate Trainer:
Lead trainer for Quality and Compliance/ National Director Quality -
Spanish.
I oversee the national conference calls which deal directly with the
improvement of our associates' abilities to give correct and complete
information by telephone, as well as to make valid sales offers which are
in the parameters of 100% accurate statements.
Project Manager - Service Engineering/Telephony.
Our division produces and tests the flows and scripts for the Spanish
version of the VRU(automated service) of all of the bank's card products.
This position includes internal meetings and planning, as well as constant
communication with our 3rd party vendors. Financially, I lead the budget
negotiations for projects up to $500,000.
Corporate Trainer:
Lead trainer for 8-week classes of new-hire associates in all aspects of
our processing system, along with customer service and credit card related
skills. In between classes, I trained small groups of customer service
associates in any new areas added to our company, as well as contributed to
the writing and editing of new training materials.
Marketing:
Collateral Review Board - Directed a team of associates who created and
reviewed promotional items to be sent to a market of approximately 15
million accounts.
Customer Service:
Taking inbound calls from customers and helping them with all aspects of
their credit card account.
Spanish Department:
Helping Spanish speaking customers with their account related questions, as
well as translating calls for other internal departments (claims,
collections, security).
Spanish Correspondence:
Lead associate, out of a group of 30, in charge of translating operations
letters, as well as creating freeform drafts for the Spanish speaking
population.
Spanish E-Services:
Lead associate in the launch of our Spanish e-care department.
Quality Assurance Web Design:
Lead translator for the bank for the project of establishing websites in
Spanish, translated from the English platform.
Skills:
Languages: Through my fluent verbal and written Spanish skills and my
French and Italian skills, I can familiarize myself to accommodate projects
with a wide range in scope.
Education: London Guildhall University, London, England
BA Honors: Economics and Sociology (1/94)
The Bolles School, Jacksonville, FL (6/89)
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