Customer Service Manager

JR

SUMMARY OF QUALIFICATIONS

Top-producing, multi-skilled and committed Customer Relationship Manager, with years of progressive experience and demonstrated success in delivering first-rate customer satisfaction, communication and organizational skills. The ability to manage multiple tasks in fast-paced environments with proven record of accomplishment.

EDUCATION

BACHALORS OF SCIENCE BUSINESS MANAGEMENT • 09/2017 • UNIVERSITY OF PHOENIX

GPA 3.77

HONORS & AWARDS

Commencement Speaker Award

2017

HonorSociety.org

2016

Delta Mu Delta International Business Society 2015

Student Leadership Series Certiicate of Appreciation

2015

The National Society of Collegiate Scholars 2013

JESSE S. RUFFIN

*****.******@*******.*** 646-***-****

EXPERIENCE

PROGRAM DIRECTOR • OPUS ARISE BEACON • 09/2017 – 01/2018

Facilitate planning and reflection meetings with a staff of 33 employees

Schedule and supervise eight activities for over 300 students

Increased Student enrollment by 60% Within one month

Raised Parent involvement by 20%

Communicate with schools to create, plan and implement programs

Schedule programs with schools and student/parent correspondence

Training and develop onboarding for all new employees

Develop and run professional development session for staff quarterly

Build and retain strong relationships with the surrounding communities

TEAM LEAD • GOLDMAN SACHS (NOVITEX) • 01/2017 – 09/2017

Development of training presentations

Train and coach a staff of 15 on customer needs, specifications, departmental targets, techniques and tools to support task performance

Team development and collaboration (The ability to work within a team is the second most important skill)

Research, follow-up and resolve client inquiries by interacting with UPS, FedEx, DHL, and USPS

Create and generate monthly reports

Increased employee morale by 93.3%

Decrease resolution conflict by 15%

CLIENT SERVICE SPECIALIST • UBS • 10/2014 – 03/2016

Educate corporate clients on their stock purchase plans, stock options, and restricted shares.

Research, follow-up and resolve client inquiries by interacting with advisors and clients.

Liaison between traders and Compliance on KYC, FACTA, and OFAC.

Trade support for Derivatives (Options) and Equities (US & Non-US equities).

Trade reconciliation, trade confirmation, currency, and cost basis.

Account Analysis: Statements, payment processing, and Estates.

Interface with counterparties regarding trade detail disputes.

Interface with trading and marketing staff worldwide regarding trade detail disputes.

Prepare and review confirmations for derivative product trades.

TEAM LEAD• TIME WARNER CABLE • 02/2010 – 01/2013

Executed inbound technical and customer service support and delivery to diverse clientele by researching and answering inquiries; programming and installation, encoding and updating customer information, coordinating and scheduling technical service requests (TSR’s).

Delivered sales support (Upselling and Cross-selling) to customers on company’s products and services.

Served as the “Point-of-Contact (POC)” on pilot programs, testing, and various computer-related issues to colleagues and team members. This includes providing practical training, coaching and feedback; Consistently maintained high-rating on all performance metrics by decreasing call back rate to 85% and service call requests to 94% which resulted to cost-savings on company resources and time spent with customers

session for staff quarterly

CORE SKILLS AND COMPETENCIES

CRM Systems, Salesforce, Workday, Cisco, G Apps (Google Docs)

Excel, PowerPoint, Outlook 2013, Prezi

Training and Coaching

Process Enhancement

Excellent Multi-tasking Skills

Team Collaboration

Customer Relationship Management, Risk Analysis and Assessment

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