Customer Service Manager

ralph G reeves Jr

** **** ****** ****** . ****, de 19701

telephone 302-***-****

e-mail ***********@***.***

objective

To obtain a position which would allow for personal and professional growth while

utilizing my current skills and abilities to benefit the company.

Experience

2009-Current ComputerTraining.edu Newark, DE

Assistant Director of Admissions, Admissions Support

Contacts prospective students who visited ComputerTraining.edu to take a pre-qualification

exam via telephone and/or e-mail

Guides, motivates, screens, interviews and schedules prospective students for on-campus

visits

Reviewes admissions applications with prospective students and answers any questions they

may have about the program

Works closely with Directors of Admission and Directors of Placement across 25 Microsoft

IT Academy campuses to ensure successful show and enrollment rates

2009-2009 Citi

Newark, DE

Transaction Services Representative III, Public Sector Lockbox

Provides a variety of services to government clients to assist in managing receivables and

confidential documents

Processes rebate claims in accordance with eligibility requirements

Maintains a high accuracy rate to ensure adherence to audit and control policies

Act as a Level 2 Representative, performing second level approvals/rejections on claims

submittied by Level 1 Representatives

Performs Quality Assurance reviews on transactions submitted by Level 1 Representatives

Maintains up-to-date knowledge of different state-wide insurance and registration trade

requirements

Possesses security clearance as mandated by the Federal Government

2005-2009 JP Morgan Chase & Company Wilmington, DE

Access Administration Manager, Information Security, 2008-2009

Information Risk Analyst, Information Security, 2008-2008

Identity Access Administrator, Information Security, 2007-2008

Managed a Global Access Administration team consisting of 10 employees located in Canada,

Delaware and the Philippines

Coached, Developed and Motivated employees to meet and exceed departmental and personal

goals

Ensured system access requests were provisioned within audit (Sarbanes-Oxley) and

compliance standards

Maintained adequate staffing and resource allocation to ensure daily volume of 4,000+

system access requests were processed within departmental goal of 98% of requests

completed within 2 business days

Ensured access terminations were processed within 1 business day to mitigate security

risks

Coordinated service improvement efforts by conducting roundtables and various meetings

Insourced new internal and external applications that were new to the Access

Administration team

Assisted in ensuring 100% availability of all provisioning tools

Assisted in maintaining access request system to ensure all approvals and routing

mechanisms functioned properly

Provided cross-functional support to various blocks/lines of business within JP Morgan

Chase & Company

Participated in all aspects of the HR process, including managing employee

payroll/timesheets, Contractors (NEIM System) and other HR-related issues

Business System Analysis Administrator, Global Technology & Infrastructure, 2005-2007

Consultant, Princeton Information, LTD 2005-2006 (Converted to FTE as of May 2006)

Performed listed tasks globally for sites in Delaware, Texas, Illinois, India and England

- 500+ employees total

Administered workforce management systems (eWFM/TCS)

Assured data integrity and real-time interfaces were operational

Analyzed workflow processes and made recommendations when necessary

Performed monthly data checks to validate data populated in various applications

Planned 500+ agents' schedules based on a 12-month horizon per skill set

Coordinated and scheduled meetings and trainings for 500+ employees based on a 2-week

horizon

Analyzed schedule activity for 500+ agents to determine impacts to schedule adherence and

productivity

Maintained time off allotments and approvals for 500+ agents at all sites globally

Continuously updated all procedures and documentation

Provisioned access to eWFM, eSP, ADBONET and Oracle - utilized EURC, Gateway and other

request systems to facilitate access requests and manage queues.

2002-2005 Comcast Cable Communications, Inc New Castle, DE

Customer Account Executive, Advanced Products and Services, 2002-2003 and 2004-2005

Responded to telephone inquiries regarding sales, technical support, and billing

Troubleshoot PC/Internet/e-mail/modem/router problems with customers

Utlized Remedy and Rememdy TTS to document problem call tracking and work trouble tickets

Assumed responsibility of escalated Tier 1 issues

Acted in capacity of Advanced Products Supervisor during an extended period of time -

tasks included coaching, developing and training, as well as managing all aspects of

payroll

Created and prepared daily reporting for all levels of call center management

Assisted in Executive Support providing assistance to customers who contacted Comcast via

the Better Business Bureau, Corpoate and other non-traditional avenues

Assisted in the Collections Department providing Inbound/Outbound and Quality Control

Support

Resource Planning Coordinator, 2003-2004

Performed listed tasks for sites in Delaware, Maryland, Virginia and Canada - 900+

employees total

Administered workforce management systems

Assured data integrity and real-time interfaces were operational, ensuring a continuous

data stream between scheduling software and ACD

Monitored call volume for all skill sets, making call routing changes as necessary

Ensured all call centers met FCC Service Level Regulations of 80% of calls answered within

30 seconds

Tracked service outages and recorded IVR's as necessary to notify customers of

service-related issues

Maintained various reports on Call Center statistics (schedule compliance, service levels,

call volumes)

Maintained employee databases (schedules, employee exceptions, time off)

Processed time off approvals, schedule changes and employee attendance

Maintained all new hire information and facilitated new hire orientation classes

Created/maintained employee login information for various applications

Designed and implemented CAE multimedia communication display boards

2001-2003 AAA Mid-Atlantic Elkton, MD

Emergency Road Service Coordinator

Received and processed calls from members requesting a variety of services

Assisted at the Supervisor's Desk on a frequent basis, coordinating breaks/lunches, as

well as monitoring call volume and staffing ensure members received prompt service

Acted in capacity of a sponsor/trainer for new hires

Assisted in Member Relations and Dispatch during high volume periods

Performed various administrative tasks for Human Resources (compiling new hire binders,

etc.)

2000-2001 WAL-MART ELKTON, MD

Customer Service Manager

Supervised a group of 20-30 front-end register associates, as well as 2 Courtesy Desk and

Layaway associates

Maintained adequate employee staffing to ensure customers received prompt check out

services

Interviewed and hired new Front-End, Courtesy Desk and Layaway associates

Coached, trained, and developed associates to meet/exceed departmental goals

Skilled in Register Operations, Layaway, Courtesy Desk, Claims, Receiving and Accounting

Acted as Store Support Manager as business needs dictated

Education

2001-2004 Cecil College North East, MD

1996-2001 North East High School North East, MD

1999-2001 Cecil County School of Technology North East, MD

Systems ability

Windows / MAC OS ( Microsoft Office ( Lucent CMS ( Avaya CentreVu ( NICE Monitoring Agent

( Remedy TTS ( ICOMS ( Cable Data(DST) ( Comtrac ( Comment Tracking System ( Lucent Phone

Switch ( Aspect Phone Switch ( Aspect System Management Suite ( CustomView Director (

TeleCenter System (TCS) ( IEX TotalView Workforce Management ( eWorkforce Management

(eWFM) ( HR-Ware Optima Attendance Controller ( Symtrax Telnet ( Real-Time Adherence (RTA)

( AWD Viewstation ( 800-Comcast Web Administration ( Support Center Production ( SRG

Ticketing System ( Lotus Notes/Sametime Connect ( BMC Control-SA ( RMS NG ( AS400 (

StrategyWare ( LexisNexis ( Loris FileNexus ( TelCare ( Harvest ( LiveLink ( Confluence (

Calabrio ( FileNet ( Microsoft Exchange Server Tools ( Active Directory Users & Computers

/ Server Management ( Tandem Applications ( ServiceCenter / Peregrine Client ( PegaReach (

Microsoft SQL Server 2000 Tools ( F-Secure SSH Client ( Unix ( Columbia Ultimate ( Citrix

ICA Client ( TSYS ( Terminal Services Client ( E-Oscar ( FastData ( FNI Tools ( MasterCard

Online ( VISA Resolve Online ( Value Link Business Center ( Vignette Management Console

Contact this candidate