Customer Service Project

Richard P. Bellett

**** ********* ****** **. *., Jacksonville, Florida 32258

home: 904-***-**** mobile: 904-***-****

personal email: *******.*.*******@*****.***

www.linkedin.com/in/richard-bellett

Solutions focused Escalation Specialist seeking to leverage extensive experience in testing, project management, supervision, reporting, tracking, and collaboration with Customer Service Project Management, to achieve a position in strategic Business Analysis. Adept at mastering changing roles and responsibilities. Ability to remain calm in the face of obstacles in a fast-paced environment. Continuously pursues opportunities to learn skills outside of job description to further professional growth.

ACHIEVEMENT HIGHLIGHTS

• While serving as Helpdesk/Escalation Specialist II at Citibank testing integration projects where multiple platforms for 100+ credit card products are merged into one homogenous client experience. Work directly with Customer Service Project Management and Incident Management to report business critical issues, track issues, and test resolutions. Use collaboration and tracking tools to document incident occurrence, resolution, and client impacts. Managed a project to track inbound client contacts; collaborated with domestic and offshore administrators to document project requirements, gather effective user lists, set desired tracking requirements, communicate relevant information to CSPM, validate functionality and forwarded documentation to CSPM, train Customer Service representatives on functionality, and monitor release of the tool. Assisted tracking recorded data and reporting via SharePoint.

• Managed several teams of on-site and home-office Technical Support representatives to exceed Key Performance Indicators. Coached teams of up to 36 representatives in quality, troubleshooting skills, call strategies, issue tracking, and performed monthly and annual feedback to individuals. Earned a reputation for timely preparation of deliverables, integrity, and leadership skills. Received 2 Quality Excellence Awards in recognition of exceptional team leadership skills.

PROFESSIONAL EXPERIENCE

• QUALITY INDUSTRIES- PROJECT MANAGER

06/2016-PRESENT

• Responsible for all activities related to project planning: detailing scope of project, creating proposals, presenting proposals to stakeholders, creating cost estimates, sourcing vendors, vendor management, creating flow charts, monitoring workflow progress, supervising project staff, monitoring budget goals, examining completed project and reviewing with stakeholders for final approval.

• CITIBANK NORTH AMERICA – ELECTRONIS SERVICES SUPERVISOR

1998-2016

• Created training manual for Electronic Services department that was adopted for use in initial training of Electronic Services representatives in Jacksonville, offshore, and at our Continuity of Business sites. This manual standardized the training process across sites and included technical reference documents, troubleshooting compass points, servicing strategies, navigation steps for various processes, browser optimization steps, and issue escalation steps. Since the initial release of the manual it has grown from 52 pages to well over 100 pages.

• Created and maintained a master administrator manual that details supervisory functions. This manual detailed supervisor functions for escalation teams and detailed mainframe processes for supervisor account maintenance functions. Maintenance of this manual was transferred to a SharePoint site for simplification of the update process and to ease access across sites and cross-functional teams.

• Initiated a project that leveraged existing encrypted mail technology to allow almost immediate delivery of account specific documents to clients; created a PowerPoint presentation that detailed project requirements, project phases, obstacles to deployment, and benefits across all lines of Citi businesses. Worked closely Citi Finance department to calculate minimum cost savings associated with electronic document delivery. This proposal was presented to the leadership team and included possible benefits beyond the initial cost savings and servicing impacts. This project was adopted across all Citi lines of business, which include the retail bank, mortgage, cards, and investments. This project reduced the average cost of processing expedited documents from $19.00 to under $2.00.

• Chosen to manage Electronic Services teams

• Performed monthly and annual performance reviews

• Continued development in taking escalated calls for technical issues

• Worked closely with management in reporting business critical issues

TGI FRIDAYS DAYTON OHIO

1989-1998 GENERAL MANAGER

• Responsible for all front-of-house and back-of-house activities.

• Directed the activities of 4 subordinate managers, 4 shift supervisors, and 120 employees.

• Prepared reports detailing unit performance: inventory, profit and loss statements, budget comparisons, sales reports, and cash reports.

• Created and implemented development plans for subordinate managers to provide goals and requirements for advancement.

ACCOMPLISHMENTS

• Initiated daily inventory practices for liquor, beer, and wine which reduced beverage costs by $5,200.00 over a 3 month period.

• Introduced and conducted standardized orientation and training classes for all employees.

• Reduced employee turnover from over 400% annually to a level under 100% which translated into savings over $15,000.00 annually.

EDUCATION

UNIVERSITY OF DAYTON, DAYTON, OHIO

• MAJORS IN INTERNATIONAL STUDIES AND FINANCE

AWARDS

• 2008 CITIBANK QUALITY EXCELLENCE AWARD FOR TEAM LEADERSHIP

•2009 CITIBANK QUALITY EXCELLENCE AWARD FOR TEAM LEADERSHIP

• 1996 BISTRO MANAGEMENT GIFT OF LIFE AWARD FOR DECISIVE HEROIC ACTION – PREVENTION OF LOSS OF LIFE.

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