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Customer Service Manager

Location:
Barnegat Township, New Jersey, United States
Salary:
Open
Posted:
April 10, 2018

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Resume:

CHARLES BUCCOLA SR.

* **** **

BARNEGAT NJ *****

609-***-****

Objective

Working for a corporation in which excellence in Sales, Service and Operations is key to their success. To have opportunities to grow within that corporation which is structured around the banking and or financial industry.

Work Experience

Branch Manager VP

11/2009 – Current

Santander Bank / Formally Sovereign Bank, Ocean County Brick NJ

Lead the financial center employees in establishing an environment that exceeds all sales and service performance goals. Develops specific strategies and monitors progress to exceed goals and objectives. Coach and develop all employees to 5 Star exceptional service to our customers and to ensure each employee is effective in their role and exceeding all goals. Directly manages all Human Resources processes for all direct reports and oversee HR processes for Sales, teller and service team appraisals, disciplinary actions, individual development plan, career development training and interviewing new staff. Function as the focal point of contact for customers by assessing needs and directing to appropriate financial center personnel. Performing sales and service transactions where appropriate. Oversee daily financial center staffing to enhance customer service levels. Serve as empowered decision maker and escalation point for all service and operational issues. Ensure Financial Center team knows and focuses on high value customers to improve t heir overall banking experience and retain and grow their business. Make proactive calls to high value customers and identify potential opportunities for growth of customer relationship. Work with all financial center employees to share team results, to determine areas for improvement and to develop action plans and tactics.

Branch Manager AVP

3/2004 – 10/2009

Wachovia Bank / Wells Fargo, Ocean County Toms River / Lakewood NJ

Lead the financial center employees in establishing an environment that exceeds all sales and service performance goals. Develops specific strategies and monitors progress to exceed goals and objectives. Coach and teach all Financial Center employees to deliver exceptional service to our customers and to ensure each employee is effective in their role. Directly manages all Human Resources processes for all direct reports and oversee HR processes for teller and service team appraisals, disciplinary actions, individual development plan, career development training and interviewing new staff. Functions as the focal point of contact for customers by assessing needs and directing to appropriate financial center personnel. Performing service transactions where appropriate. Oversee daily financial center staffing to enhance customer service levels. Serve as empowered decision maker and escalation point for all service and operational issues. Ensure Financial Center team knows and focuses on high value customers to improve t heir overall banking experience and retain and grow their business. Make proactive calls to high value customers and identify potential opportunities for growth of customer relationship. Work with all financial center employees to share team results, to determine areas for improvement and to develop action plans and tactics.

Market Data AVP

8/2001 - 3/2004

State Street Bank / Deutsche Bank, Jersey City, NJ

Managed day to day operations of the Market Data Group-Handled all administrative duties, including but not limited to; annual reviews, HR Issues, online timesheet approval, holiday coverage scheduling, Saturday ADW coverage schedule.-Worked closely with Technology on varies issues and system upgrades-Setup and monitored department training.-Manage 16 employees, including a domestic team, global team, night crew and consultants.-BTAS and SAREC user approvals-Reviewed the daily work to ensure error free security setup and security changes. -Worked closely with compliance on various issues, annual review, BCP, BIA, Disaster Recovery. -Ensured data distribution to clients was timely and accurate, monitored security indicative data information.-Archived and retrieved all Market Data daily work.

Relationship Manager AVP

10/1999 - 8/2001

PaineWebber / CSC, Weehawken, NJ

Managed PaineWebber’s strategic relationship partners and primary contacts for the top 25 correspondent firms.-Knowledgeable in all present and future business needs of assigned correspondent firms -Actively sought solutions to these needs by representing them directly to the business and technology areas of CSC and ultimately to PaineWebber.-Acted as primary liaison between CSC and PaineWebber departments and updated them on projects actively being specified or worked on by the business and technology areas of CSC and PaineWebber.-Traveled 6-10 days a month, alone and/or with team for specific correspondents

Training Coordinator

12/1996 - 9/1999

Sun America Securities / AIG, Phoenix, AZ

Implemented training of all new Operations Personnel and Information Specialist

Created 3 levels of training modules for on going training

Helped rewrite SAS Policy and Procedure manuals

Handled 60-90 inbound and outbound calls/questions daily from employees and Independent Registered Reps and their assistants, these questions covered but were not limited to Commissions, Margin, Dividends, Quotes (options), Selling/Purchasing Money Markets, A/P, A/R, Compliance, Continuing Education, Registration, Licensing, Marketing, and Field Development. Most requests required extensive research.

Education

NY Institute of Finance, NYC, NY

Certification

Margin, Margin 2/Options, Brokerage Operations

Affiliations

6/2003 - Little League Ocean County

Asst. Coach, General Help

6/2004 - Atlantic County Chamber of Commerce

6/2004 - Ocean County Chamber of Commerce

Skills

Microsoft Word, NT, Access, Excel, Outlook, Internet Explorer, AS400/Rumba, Open Image, Vision 2020, Reuters, Quotron, ADP System, NASDAQ Level 3, Pershing(3270), FINET, Placeware/Power Point Demos

Languages

German (Basic)

References

Robert Maimone 800-***-**** Oppenheimer

Jeff Mercer 212-***-**** BONY

Tracy Palmisano 201-***-**** Deutschebank

Tarik Monosulou 213-***-**** Paine Webber

Anthony Buovolo 973-***-**** Maybond



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