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Customer Service Manager

San Antonio, Texas, United States
March 03, 2018

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**** ******* *****

San Antonio, Texas 78245

Cell: 210-***-****



** **** ***** ** ***** and middle management experience in a Call Center Environment. Successfully built high performing teams of 15 or more members. By creating a culture of integrity, leading by example, coaching, motivation, champion of change, promoted career and education progression, Strategic Planning, Process development


Quality Monitor Coach One

March 23, 2015 – Current Wells Fargo Home Mortgage Customer Service San Antonio, TX

Proactively assists with transitioning new team members to team, including new hire training as necessary.

In-depth knowledge of bank processes, procedure, regulatory standards, risk management, and customer service guidelines to provide scoring and coaching (considered subject matter experts on representative’s processes and procedures and product information)

Monitoring calls for a sales and service call center within a banking environment

Extensive experience and knowledge of Wells Fargo systems, services and products

Extensive knowledge of bank policy, procedures and regulatory guidelines and associated risks

Proven strong verbal and written communication skills

Demonstrated proficiency in MS Office to include Word, Outlook, & Excel

Working knowledge of banker procedure repositories

Experience conducting quality monitors for Online, NBBC, Credit Card, Consumer and/or Executive Office queues

Working knowledge of the case management tool, Escalation Issue Tracking System (EITS)

Demonstrated ability to effectively coach to performance standards and related expectations

Strong organizational and time management skills with the ability to prioritize tasks effectively

Working knowledge with Softphone System, Nice Call Monitor System, ESP Scheduling System and STS Tracker

Superb leadership skills with demonstrated excellence in motivating, developing, and retaining front-line employees

Ability to work independently and on a team

Proven track record of achieving quality results

Team Manager (Automobile Recovery Collections)

July 2007-July 2011 USAA Federal Savings Bank San Antonio, TX

Implemented innovative programs to increase employee loyalty and reduce turnover

Developed and rolled out new policies

Hired and trained 100% of staff

Initiated program that standardized employee training and led to increase in customer satisfaction by 15%

Developed department's first incentive performance plan which motivated staff and resulted in a 23% increase in member service goals

Initiated roll out of new enterprise software solution for call center reporting

Exceeded company objectives by making big strides in continued member service experience

Spearheaded cross-functional initiative to achieve superior services/production goals

Trained, coached and mentored staff to ensure smooth adoption of new company processes

Served as mentor to junior team members

Surpassed services /production goals in four consecutive quarters

Managed team of 15 + member services professionals

Implemented new processes and systems for improving customer service satisfaction

Organized daily,weekly, and monthly production reports for the member servicer team in addition to executive management to track production success

Earned executive management trust by serving as a liaison concerning executive customer complaints ensuring timely and efficient resolution with in company guidelines

Guaranteed positive customer experiences and resolved all customer complaints

Developed highly empathetic member services team and earned reputation for exceeding production, quality service call goals

Managed quality communication, customer support and product knowledge for individual member service team associates

Team Manager (Credit Card Collections)

April 1997-July 2007 JP Morgan Chase San Antonio, TX

District Cosmetic Manger

June 1989- April 1997 Foleys Department Stores Houston, TX

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