Alexander Adamcik

Oklahoma City, OK *****

ac1r22@r.postjobfree.com 405-***-****

Team Supervision & Leadership

Dynamic and results-oriented leader with many years of experience in team management, staff training and development, procedural creation and implementation, and project management. Equipped with exceptional organizational, communication, and leadership skills, possessing strengths in process improvement, quality management, and issue resolution. Creative, innovative and driven professional with an ability to conceptualize complex solutions in unique ways.

Areas of Expertise

Administrative Oversight

Account Management

Customer Service & Relations

Staff Training & Development

Quality Improvement

Data Entry & Management

Management & Leadership

Performance Evaluation

Process Improvement

EXPERIENCE HIGHLIGHTS

MIDLAND MORTGAGE, OKC, OK, 2008 –2017

Supervisor (04/2013 – 03/2017)

Led personnel training, development, and coaching for a cross-function team of 10-15 Loan Counselors and the Team Lead, managing diverse team-level functions in order to optimize personnel skill sets.

Identified, mitigated, and resolved a range of agent concerns to foster agent confidence and productivity, while spearheading customer issue identification and escalation.

Monitored and evaluated employee performance and growth, implementing corrective actions as needed.

Oversaw project management from conception to completion as needed, ensuring delivery within time constraints.

Wrote and published all procedural manuals where none originally existed, drafting processes that ensured compliance with all federal regulations regarding mortgage services.

Evaluated new mortgage-related regulations and integrated procedures with existing departmental operations.

Streamlined relevant procedures throughout customer facing and operational departments for enhanced compliance.

Team Lead (12/2012 – 04/2013)

Managed the enhancement of call quality and consistency through continuous employee training and coaching, while overseeing and evaluating team functions and performance.

Compiled data regarding employee productivity and submitted daily updates and reports in order to inform coaching.

Improved overall productivity through departmental procedure and process updating and implementation.

Performed Queue functions and call escalation during periods of high call traffic to support team productivity.

QC Lead (04/2010 – 12/2012)

Spearheaded continuous call evaluation and monitoring to ensure adherence to quality standards as well as superior customer service, implementing corrective and preventive actions when necessary.

Met and exceed company quality standards through excellent employee training and innovative leadership skills.

Executed policy and procedure evaluation to ensure optimal levels of quality and efficacy, updating and implementing new policies as necessary to reflect increased productivity.

Served as direct responder to all escalated calls, while supporting Loan Counselors during rapid Queue traffic.

Standardized training through the implementation of classroom-based training for Collections / Follow-Up.

Loan Counselor (04/2008 – 04/2010)

Implemented superior customer service to identify and respond to all customer concerns.

Reached out to clients in order to spearhead collections of past due accounts, while administering best-in-class loan counseling for clients with delinquent mortgages.

Served as a mentor and support system for new employees, orienting them towards all departmental policies.

Maintained expert-level knowledge of advancing trends within the loan and mortgage industry.

CENTURY MARTIAL ARTS SUPPLY, Midwest City, OK, 2006 – 2008

Custom Services Supervisor / Canadian Account Manager

Managed evaluation and response to daily call flow, collaborating with customer representatives to implement best-in-class customer services that resulted in high levels of client satisfaction.

Oversaw employee progress monitoring and performance evaluation to ensure optimal function and service.

Directed sales expansion and customer base building across a large-scale territory in Canada, overseeing all aspects of operations and inventory coordination between US and Canadian Warehouses.

Additional Appointments:

Manager / Bartender / Head Waiter / Server, Various OKC Area Restaurants, OKC, OK

EDUCATION & CREDENTIALS

Associate in Applied Science, Business Administration, Rose State College, OKC, OK, 2009

President’s Honor Roll

Certification in Microsoft Excel

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