Customer Service Project Manager
Resume:
Gonzalo Pizarro, Jr.
Upper Arlington, Ohio 43221
Home: 614-***-**** Cell: 614-***-****
***********@*******.***
Management Qualifications
. Continuous career advancement with documented outstanding performance
reviews
. Twelve years of customer service and collection experience.
. Ten years of team and personnel management
. Development, assessment and conducting of personnel training programs
. Development and initiation of performance enhancement programs
. Effectively supervise groups 68 to 192 employees
Special Skills
Fluent in both Spanish and English languages, Expertise in the following
programs: PowerPoint; Excel; Word; TeleVantage System; CMS; Total View;
SAP; Live Vox; Mosaics Dialer System; DAKS; Artiva; Sound Bite; Lotus
Notes.
Employment History
Matco Maintenance Real Estate Solutions
Project Manager, February 2009 to January 2010
Create and executes project work plans and revises as appropriate to meet
changing needs and requirements, identified resources needed and assign
individual responsibilities, manage day to day operations aspects as a
project and scope, review deliverables prepared by team before passing to
client, effectively applies our methodology and enforce project standards
and prepare engagement reviews and quality assurance procedures.
Fiserv Corporation, Dublin, Ohio
Manager Bill Pay Support, August 2007 to February 2009
Managed the Customer Service department for Bill Pay Support division:
directed team to meet monthly and daily goals: proposed process and system
enhancements: hired and trained new associates: monitored employee quality,
performed interviews, appraisals and annual reviews for all employees, and
coached and provided feedback to associates when needed. Despite the
company's decision to dismantle operations during difficult economic times,
I increased production in my management area by 10%.
ITS PayMyBill, Columbus, Ohio
Manager, August 2004 to August 2007
Managed the Customer Service department and Client Service Support
Division; implemented ideas to enhance service levels across the
department; provided coaching and feedback to employees as needed, utilized
motivational tools to assist employees to better succeed within the
enterprise; conducted performance appraisals and salary reviews; developed
process and system enhancements; participated as a member of the solutions/
escalation team (client assist; issues with systems); hired and trained new
employees for client and customer service support.
Bank One, Columbus, Ohio
Supervisor, January 2002 to August 2004
Supervised the Customer Service Department for collections; monitored the
team to assure quality standards are met within the department; performed
employee coaching and competitive performance rewards to assist in
exceeding service goals; hired and trained new associates; performed
employment interviews; conducted and facilitated regular team meetings.
Alliance Data Systems, Westerville, Ohio
Team Lead/Supervisor, October 1997 to December 2001
Supervised the collection department for Victoria Secret credit cards
accounts; accomplished exceeding the company's collection goals on a
quarterly basis; assisted team members to work toward earning bonuses on a
monthly basis; developed various motivational tools to improve overall
performance and quality; directly provided assistance with escalation calls
and Spanish calls; utilized new motivational techniques within the company
to inspire the team to meet daily and monthly goals.
Payco, Dublin, Ohio
Collector, October 1994 to October 1997
Collected on student loan accounts; responsible for all accounts that
required Spanish as a primary language; exceeded monthly goals and received
the top performance award.
Education
Participated in various management training seminars through out my career
including (but not limited to): Situational Leadership 1; Situational
Leadership 2; Emotional Behavior; Crucial Conversation
Graduate, Santa Isabel Private Academy, Lima, Peru
References available upon request
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