Customer Service Manager
Resume:
Madeline Padilla
New Castle, DE. 19720
***********@*****.***
OBJECTIVE
To obtain a position within a growing, forward thinking company where personal growth and team development is encouraged.
SKILLS & ABILITIES
Bilingual- English and Spamish. Advanced experience in the use of various computer applications including: Windows, Microsoft Word, Microsoft Excel, Microsoft Outlook and office-related equipment. Committed to consistent, high quality, customer service satisfaction. Conscientious and detailed-oriented with a talent for analyzing & problem-solving. Ability to manage diverse projects and personalities in a fast-paced environment. LPW,UCRS,CRC,BOSS,CPS,BLICS,LEAN,INTERACT,GTS,IMAGEVIEW,LTS,EPP and CPP.
EXPERIENCE
BANK OF AMERICA, NEWARK DE
04/2014 – 03/2017
Officer; Operations Team Lead RPS
Oversee a section of the company's internal operations with a team of 25-28 employees. Provided guidance to staff and direct the flow of work to ensure various SLA's are met daily. Understand and manage overtime expenses and payroll. Accountable for and reports on service metrics on a weekly and monthly basis. Drive customer delight activities focused on identification and reduction of customer defect errors. Understand all operational risk and ensure preventative/remediating steps are implemented to meet all regulatory and internal SLA's. Coach and develop all associates.
BANK OF AMERICA, NEWARK DE
Officer; Team Lead Legal Operations 6/2014-4/2016
Process legal documents including Federal, State, Local and Out of State Garnishments, Child Support Levies, IRS Levies and other agencies including complex orders. Direct communication with banking centers, internal/external Attorneys, Federal and State agencies. Maintaining case files on internal tracking system Search for customer/client bank accounts and placing extended holds on accounts using multiple bank computer systems such as BOSS and LTS. Providing guidance and direction to team members. Maintaining internal operational and financial controls to ensure they meet bank standards. Ensuring quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customer/clients. Able to prioritize and distribute daily work to meet deadlines and goals. Demonstrating good working knowledge of the processes and procedures and having the ability to identify and implement process improvement opportunities. Identified opportunity for process improvements and improved standardization including assessing operational process efficiencies in relation to current LOP procedures and ensuring best practices are implemented.
BANK OF AMERICA, NEWARK DE
Senior Collector/WPCU-GWIM 6/2012-6/2014
Responsible for contacting customers/clients in high net-worth portfolio and reviewing bank relationships that are currently delinquent. Strategically analyzes the finances of high net-worth clients and assesses appropriate resolution to relieve financial stress. Assist peers with high complex calls and takes calls from Spanish and Italian-speaking customers/clients. Promoted through all stages of consumer collections including MAC-C and charge-off. Assisted newly hired associates as a peer mentor and provided coaching in side-by-sides and on the job training.
Delaware Behavioral Health
Clerical Coordinator 9/2007-03/2012
Responsible for appointment scheduling, patient intake, insurance verification and leading the front office. Collaborated with office manager and physicians to ensure that all policy and procedures and legal compliance are met and understood. Assisted with hiring, orienting and training. Contribute to team effort by accomplishing related results as needed. Kept front desk staff educated on all updated policy and procedures.
EDUCATION
Bayamon Central University, Bayamon P.R.
Business Marketing-Bachelor of Science, 2007
COMMUNICATION
Head Pillar for HOLA networking with Bank of America
LEADERSHIP
Develop and retain staff; actively lead performance activities; celebrate accomplishments and recognize contributions; engage colleagues and staff in a shared vision; drive change and foster collaboration among groups. Ensure all processes are documented, procedures are available and training provided to all employees so they have the tools and resources necessary to be successful.
REFERENCES
Upon Request
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