Customer Service Manager

CARL DOKES

**** ***** ***** **., *** Antonio, Texas 78266 (H) 702-***-**** (C) 702-***-**** **********@*****.***

Professional Summary

An experienced supervisor and trainer; able to explain information clearly, recognize excellence in individuals, and inspire team members to achieve their potential while working toward common goals. Known for an interactive teaching style that encourages student participation and enthusiasm while facilitating learning.

Skills

Clearly understands workforce management

Strong call center operational metrics knowledge and

objectives/concepts.

practical application

Strong federal leave policy knowledge.

Analytical problem solver

Work History

Senior Team Manager - 06/2014 to 02/2018 - Bank of America – Las Vegas, Nevada

Managed twenty to twenty-five front line associates on daily bases.

Provided on going coaching and evaluation to ensure the best possible client outcomes.

Business unit lead for risk management program designed to identify and remediate risk to include process failures, compliance requirements and information protection procedures.

Engaged business partners to address complex client needs. Provided real time front line support for deposit and credit financial products.

Implemented sales/relationship deepening as appropriate to the client's needs. Interviewed candidates as needed to fulfill staffing requirements.

Team Manager - 06/2006 to 06/2014 - Bank of America – Las Vegas, Nevada

Managed team size of twenty-five to forty front line associates in a lost/stolen line of business.

Provided ongoing coaching and evaluation to ensure high level client service.

Developed and implemented critical service solutions in an international business environment.

Assessed risk for lost/stolen cards replacement; mitigated risk of identity theft.

Supervisor Customer Service - 06/2005 to 06/2006 - Bank of America – Las Vegas, Nevada

Manage appropriate customer service response and effectiveness for sixty CS&S associates.

Ensure that all operations metrics are monitored and maintained.

Ensure highest level of customer satisfaction and directly address escalated customer complaints when necessary. Develop and implement metrics monitoring protocols.

Support team managers in all aspects of customer service parameters, personnel administration, associate coaching and other duties as assigned.

Customer Service Representative - 08/2004 to 06/2005 - Bank of America – Las Vegas, Nevada

Provide customer service and support to Bank of America customers through direct phone contact.

Ensure customer needs are addressed and met through first call resolution and service model guidelines.

Deepen customer relationships, by offering new products and services to clients.

Business Owner - 08/2000 to 06/2004 - Club on Broadway – Oakland, California

Implement and manage all operational needs of a full-service entertainment concern.

Effectively interact with all municipal departments to ensure compliance with all laws and codes impacting daily interactions.

Manage and maintain all security routines for daily operations.

Program Manager - 01/1997 to 08/2000 - Oakland Independent Support Center – Oakland, California

Develop and implement programs to support dual diagnosed client support services.

Manage outreach and intake services.

Evaluate clients; develop and monitor individual client service plans.

Support fundraising initiatives and interact with local municipalities and other human services providers and required.

Executive Director 08/1995 to 01/1997 Henry Robinson Multi-Service Center – Oakland, California

Executive leader directing all business operations for 24-hour multi service agency providing support for disenfranchised families with children.

Provided fundraising leadership interacting with city, county and federal funding sources. Agency lead in workplace campaign fundraising initiatives.

Identify and develop talent from within service population as part of skill/job development initiatives. Operated full service commercial kitchen providing 250 meals per day.

Worked closely with organizational leadership, including board of directors, to strategically affect the direction of operations.

Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.

Led the planning and achievement of goals and objectives consistent with the agency mission and philosophy.

Education

Bachelor of Science: Leadership, Minor Humanities 2003

2000

New College of California - San Francisco, California

Accomplishments

Consistently top 10 manager nationally 2008 - 2010

Awarded Bank Officer title 2009

#1 manager in site year end 2010

Subject manager expert for new deposits product entry level training program.

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