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Manager Customer Service

Decatur, Georgia, United States
October 04, 2018

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Esteban L. Lewis

**** ***** ******* **.

Decatur GA, 30035

H 770-***-****

C 770-***-****

Active secret Clearance, CAC Card and valid DL experience monitoring the performance of employees by inspired to do their best, by achieving all sales service metrics goals. Delivering comprehensive coaching and feedback to new and existing employees, reports to senior managers. Facilitate and identifying redundancies and maximizing resources to streamline operations thrive in a fast-paced, deadline driven environments.

Professional Profile

•Recruiting experience developing strategies designed to identify qualified candidates.

•Bilingual Branch Manager / Assistant Manager.

•Call Center Manager / Supervisor.

•Call routing IVR or CRM technology high call volume environment.

•Development Manage and Mortgage.

•Strong analytical and problem solving skills.

•Project support management experience with High level of customer service.

•Previous Administrative support in Hardship Danger area zone.

•Review and analyzes accounts and customer situations that may require differentiated approaches.

•Knowledge of Federal laws, National Archives and Records Administration (NARA) policies.

•Experience with credit card policies and investigative precedes online wire and Fraud.

•Knowledge of Fraud system applications (TSYS, BLAST and BLADES. BOSS/FAST, COIN and BOL).

•Ability to navigate in multiple computer systems while interacting with the customer.

•Fast paced contact center environment, support while meeting production and quality goals.

•Experience working internationally Practical experience in war theatre operations previous experience working with Department of Defense customers and military deployment CENTCOM region.

Core Competencies

•Skilled facilitator: Expertise supporting development of objectives, plans studies for overall records management activities identifies procedures and methodologies that improve the effectiveness and efficiency in the life cycle management of customer records. Built trust and respect by consistently meeting and exceeding expectations.

•Call Center Bilingual Manager: Primary responsibility to monitor contact center on day to day calls to provide the highest level of customer service by effectively supervising, ensuring ethical practices metric and TRI standards during customer encounters. Providing compliance to internal and external standard adhering customized scorecards identifying training opportunities; responsible for maintaining and update ting team personnel roster, communicate policy’s updates and disseminating company’s information through team meetings “ email, hard copy etc.”.

•Retail Bilingual Branch Manager Officer: In-depth experience in performing various administrative procedures for Sr. managers and fellow staff, performing daily office tasks, and scheduling of appointments and day to day branch operations insuring productivity and the highest level of customer service provided to our Customer. Experienced Managing Retail Banking Center, performing administrative duties. Excellent communication and leadership with on Analytical and computer Backgrounds scheduling programs, MS Office Suite, and various databases.

•Bilingual Accounts Manager/Assistant Manager: Responsible for generating new business to meet and exceed sales established goals. Monitor and insured retentions of existing policy holder, work branch existing book of business cross-sell and captures of new business relationship to increase branch revenue growth. Ensure policies and procedures are being followed, manager of past due accounts

Professional Profile

Bilingual Store Manager / Metro PCS

march 2018 to present

Manage / supervise a team of 6 employs and monitor all aspects of the day today store operations

Established sales goals, and forecasts individual goals, Defined strategy and business plan on a monthly basis, coordinates inventory control receive merchandising and store maintenance interviewed hired trained mentored coached and evaluated associates performance

Accounts Manager / integrity staffing amazon

september 2016 to November 2016

Provides assistance Devise and execute strategic recruitment plans aligning with company recruitment strategy, facilitate full recruitment process across all business lines and source candidates through proven recruitment channels Manage and spearhead graduate recruitment program to facilitate hiring of graduates from local schools into organization, Train management-level staff on behavioral interviewing skills to optimize hiring practices and increase retention rates by working with executive leadership to identify and reward top performance.

Call center Team Manager / Chime Kaiser Permanente September 2016 to March 2017

Manage / supervise a team of 20-25 Call Center agents’ day to day operations. The duties will include coaching and development, performance management ensuring KPI’s are being met, create and deliver performance plans, complete merit reviews according to merit promotion policy. Calculate daily, weekly, and monthly reports to assure goals are met; Monitor payroll and non-payroll expenditures within compliance of budgetary guidelines. Disseminating changes in policies and procedures and training materials through both in written and verbal instruction, and administering corrective actions and disciplinary actions as necessary. The actively involved in the interviewing and hiring, responsible for monitoring the dialer real-time reporting to ensure that all agents are productive and ensuring all campaigns calling adherence daily.

Provides weekly agent performance feedback to ensure sustainable improvement.

Prepares weekly and monthly contact center reporting for call center agents.

Develop and implement reward and recognition programs for motivational purposes.

Monitors daily call center activities to ensure policies and procedures are being followed and performance manages as appropriate.

Facilitate monthly team meetings to ensure staff is updated on all Departmental changes/issues.

Call monitoring during available time to ensure quality standards are being achieved, and coaching agents.

Ensures all escalated calls are handled and resolved, working with other departments as needed.

Provide feedback to CCM on process improvement and recommends procedural changes Provides weekly agent performance and facilitate monthly team meetings.

Supervising a team of 20-30 agents

Ensures all studies are handled accor

Call Center manager At Trans perfect ATLANTA,

April 2015 to February 2016

Manage day to day operations of the call center. Work hand and hand with QA manager to coordinates completion of customer care project task plan. Establish new Center by Communicating with phone companies to set up analog / digital line drops, setups and maintain passwords, AVAYA communication systems phone lines drops setup cubicles with monitor, key boards and cups, with internet lines. Ensure that the Team is fulfilling their responsibilities; inbound and outbound calls are being processed effectively and efficiently. Perform up to client expectations while overall company performance goals are being met. Ensures customer care team members have needed informational resources to perform as intended. Facilitate delivery of requisite resources via hardcopy, team alert, manuals forms or posted to AIM training.

Makes every reasonable effort to select, train and develop qualified diverse workforce, establishes and communicates performance standards and objectives conducts issues. (e.g. Attendance, attitude). Recommends salary adjustments, promotions, transfers and dismissals. Provide call center performance reports and initiates and implement procedures to improve the reservation process and comply with contract requirements.

Provide direct supervision, mentoring / coaching and development.

Responsible for hiring training and mentoring, monitor and evaluates the performance of direct reports of the Call Center.

Recommends and initiates call center process and policy improvements.

Counsels team members on educational and jobs opportunities, which will enhance their development, and keeps staff informed of current problems, changes and new developments in the departments in the department by conducting periodic meetings. Develops subordinates through continued coaching and feedback on performance.

Assistant Site Manager Monitor-SAP/RMS, Shin and AB, Afghanistan, June 2011 to April 2013

Coordinates and oversees the day to day operations, maintenance, and services at assigned FOB (Forward Operating Base) ensuring quality to our customer, Serve as acting Site Manager for task order 4C10 Shin and AB Afghanistan. Responsible for monitoring screening, making final determinations if questionable results from screening arise, providing guidance and direction to non-supervisory personal regarding CI screenings and referrals, general supervisory tasks. Familiar with and capable utilizing data processing systems: Biometric Automated Toolset (BAT), Preliminary Credibility Assessment Screening System (PCASS) Secret Internet Protocol Router Network (SIPRNET) search engines and cell phone exploitation.

Manage on extensive team of 3 supervisor 4 leads and 99 U.S employees. •Perform duties as second tier manager in charge of assigned site(s), providing administrative and operational guidance to functional area management, in support of force protection operation by conducting

Screening to clear both Host Country National (HCN’s) and third Country National (TCN’s)

Monitor contract requirements, changes, and performance, ensuring situational awareness and compliance with policies, procedures, standards, and regulations. Orchestrate the collaboration and collection of data for timely and quality input to reports, briefings, and review boards. Provide support to subcontract agreements with local companies for labor, equipment, and supplies. Assist with managing large numbers of skilled and semi-skilled employees of diverse cultures and trades; facilitate positive customer relationships and the implementation of continuous improvement processes serve as Interim Site Manager in his or her absence. Maintains team roster of personnel deployed at customer care sites ensures contracted actions are taking place including yet not limited to background ensuring training and certification records are current for each team members.

Delegates in writing specific responsibilities to all key Supervisors, providing each with the authority over the resources commensurate with his responsibility and ensure each key supervisor is held accountable for the results. Issues policies and procedures to govern daily business operations and ensures compliance with applicable Federal and State laws regulations and standard. Communicates through meetings, memos, and management to keep the work force informed of overall objectives and performance Plans, organizes and staffs the project through a smooth mobilization and phase-in through to full contract operation. Manages Contractor performance to achieve and sustain the Army ¦s performance-based service Contracting objectives to Sustains a community-work relations that includes the host country national community and Oversee a broad variety of company ¦s labor forces for assigned location. Oversee sub-contract Monitor agreements with local companies on base. Participated in weekly / monthly meetings with the military and customers to ensure that all requirements are met as defined in statement of work Develops and executes briefings and presentations as needed. Ensure that all employees adhere to AFCAP III, Armed Forces and host nationals standards of conduct. Coordinate and oversee new arrival accommodation. Plan and oversees the execution of any additional services requested by the client. Directs and / or submits timely reports required to Upper management Ensures resources are applied to achieve highest standards of services to client specifications.

Fraud Analyst III Officer – Sun Trust Bank Atlanta

April 2009 to November 2009

Operating knowledge of OBIQ Platform, ICMS, Vector, with completion of problems resolution. Investigate and analyze complex accounts transactions relationship trough fraud detection reports. Strategic thinking to determine the problem and understand fundamental, review analyze sales/financial and provide input on data. Identify trends of business consumers and conducts customer focus groups Synthesize findings and drive conclusions from analysis and make oral/written recommendations to upper management Prepare and deliver insight’s and recommendations bases on analysis Maintain quality and accuracy within assigned fraud cases Develop ongoing contact with internal and external partners of others financial institutions. Requires thorough knowledge of department operations and banking computer systems with excellent analytical and decision making.

Handles and maintains confidential matters and information, performs cost savings assessments for the department by establishing and promoting strong, positive, productive and effective working relationships with all vendors and service providers.

Bilingual Branch Manager II Officer -Sun Trust Bank Atlanta, GA

February 2006 to April 2009

Analyze and monitor day to day branch operations. Strong knowledge of banking operations, including but not limited to Fraud Prevention/Bank Security Officer, paying and receiving regulatory compliance, and bank policy & procedure. Comply with anti-money laundering policies and procedures, including completion of supporting documentations of suspicious activity. Qualify business owner for merchant services, Retail branch management experience of platform and teller leadership experience supporting marketing and account planning. Deepen and Retain Relationships of existing and new customers. Qualify homeowner’s base on their unique financial and personal circumstances needs. Act within authorized signing limits, delegated authorities, limits policies and procedures, strong ability to lead by example, with sound decisions on a high degree of integrity, exercising good judgment and discretion. Ensures operations focus on risk mitigation and management of past due accounts. Coach and mentor the branch team to uncover sales opportunities among both current and potential business customer. Ensure that policies and procedures are being followed. Reviewed accounts daily for suspicious and fraudulent activities. Manage matters regarding hiring, staffing, training, performance review and terminations as applicable responsible for actively seeking and driving branch P&L growth. Maintain positive working relationship with brokers, realtors, and management with strong relationship management and sales prospecting skills, ability to work long hours, including Saturday and evenings.

Bilingual Call Center Accounts Manager –Nationwide Insurance

Stone Mounting, GA January 2004 – December 2005

Responsible for generating new business to meet and exceed sales established goals.

Monitor and insured retentions of existing policy holders. Work with branch

Book of business cross-sell and capture of new entire relationship an increase branch revenue growth. Ensure that policies and procedures are being followed. Provide superior risk management and customer service. Manage of past due accounts. Ability to succeed in a deadline and goals driven atmosphere. Maintain positive working relationship with brokers, realtors, and management. Strong working knowledge of Microsoft office desktop application, with the ability to work long hours, including Saturday and evenings

Bilingual Sales Lead MCI WorldCom Call Center Newport News VA

March 2002- December 2004

Contribute to MCI/WorldCom revenue result by selling broadband, entertainment & telecommunications products and services. Attain or exceed a monthly sales quota objective, Additional functions include investigating and resolving customer inquiries, disputes and / or complaints on services billing rates adjustment and policy issues. Promote a positive corporate image and customer perception of MCI WorldCom and maintain a high level of customer service on all customer contacts. This includes but is not limited to effectively managing concerns and contacts with customers who may be appear to be dissatisfied.

Logistic Operations Supervisor -- Man Industry Williams burg, VA December 2000 – September 2001

Supervise team members during execution of their responsibilities. Understand supply systems, policies, procedures, data systems, transportation, and classes of supply advise the team on policy matters such as sexual harassment analyze and execute training to ensure team executes work in accordance with Health and Safety programs, maintain records and compile statistical reports concerning personnel-related data, forecast staffing and organizational equipment needs, develop and provide reports, charts, and briefings as requested by the government.

conduct briefings to customers regarding team capabilities, plans, actions, status updates and requirements ensure distribution and use by team of all military orders, regulations, standard operating procedures, task and policy letters

ensure all reporting requirements are met, maintain security of all classified information in accordance with appropriate regulation, coordinate and track projects and requirements for reporting purpose, serve as a liaison, or delegate to respective team members, and customers.

Fraud Investigation Analyst III– Republic National Bank of NY January 1986 – September 1999

Served as operations analyst for the foreign accounts department IPB Planning and organizing, knowledge of Banking Operations procedure’s., manage investigate fraud and take action within the legal systems., trained new associated and account officers, Serve as liaison between main branch and subsidiary, review accounts daily for suspicious and fraudulent activities, work diligent with money transfer department for superior risk management, analyze and provide feedback to upper management and legal department, act within authorized limit including signing, delegated authorities, limits policies and procedures, ensure operation focus on risk mitigation and management, supervise incoming and outgoing wire transfer, deposits adjustment of statements rendering process proven ability with task completion and problem resolution.

Education Training Development


05/83 – 05/84 Institute of Programming and Analysis of System (BITY) Panama, Rep of


Major: Computer Programming.

01/81 – 04/83 Technology University of Panama, Rep. of Panama

Major: Electronic Engineer

03/77 – 12/79 Abel Bravo College, Panama Rep. of Panama

Major: Bachelor Science

Certificate Information Protection (ZZ133078) Department of the Air Force

Explosive Ordnance Reconnaissance (EOR) v2.0 (ZZ133107 Dept. of the

Air Force

AF Counter-Improvised Explosive Device(C-IED) Awareness (ZZ133095)

Dept. of

The Air Force

CBRN Defense Awareness Course v1.0 (ZZ133039) Dept. of the Air


AI Level 1 Awareness Training Dept. of Defense

Combating Trafficking in Persons Awareness Basic Modules Dept. of


SKILLS Strong Operations and Business Management Analyst with

Customer service abilities; Team work adaptability, problems solving,

Operation systems, call routing IVR and CRM technology.

Nice system, Genesis CC Pulse, Hyperspace, Aspect scheduling software,

Management reports programming (Spectra, COBOL Basic, RPG,

Money Transfer System, Federal, Swift, Telex).

Platform, Vector, OBIQ, Teller Pro, Account pro, AVAYA system.

Proficient in Microsoft word, excel, power point, access, windows 7, 8, 10

XP, Vista


LANGUAGES English and Spanish.

Contact this candidate