Customer Service Manager
Resume:
***** ******** **. ******* **** Phone:210-***-****
San Antonio, Texas 78233 ************@*******.***
● Driven Team Leader With 51/2 years in retail customer service centered on the employee experience.
● Respected builder and leader of customer-focused teams:Instill a shared, enthusiastic commitment to customer service as a key driver of team goal attainment. Lead by example and ensure the execution of all compliance, quality and site operations policies and objectives. Areas of expertise
Remote leadership Talent Acquisition and retention New hire Experience Customer service Management Customer Experience Enhancement Performance Management Communication and Collaboration Team building and Training Quality and Compliance Professional Experience
JP-Morgan Chase:
Remote Manager 10/2011 to 3-23-2018
Was involved with Home agent audits
Responsible for Compliance and completion of all paper for the Home Agent program Retail Customer service recruiting 04/2013 to 3-23-2018
Responsible for scheduling meeting with qualified teams to introduce them to what our line of business entails
Review performance and compare to the metrics to the goals we are striving for
Conduct the interviews and put together a roster to present to the Division leaders for approval
Work with Work Force Management to get schedules in place and assist trainers provide all systems and tools needed to be successful
Unit manager/ Team Leader 10/2011 to 3-23-2018
had the opportunity to build and manage various teams, programs and projects in an ever-changing environment
Identifying, recruiting and on boarding top talent to join the Online technical team, remotely coaching and developing high performing specialist to deliver exceptional service
discover innovative techniques to remain fully engaged with the team to ensure all agents stay connected with current operations events and changes
As a manager of one of the San Antonio site consumer and online segment point of contact and leader, I implemented monthly touch point meetings with our leadership teams to review performance trends and gaps in Quality and compliance.
People Pix interviewer 08/2010- 10/2011
Expert and accomplished hiring Manager for San Antonio retail customer service for the identifying talent,
Interviewing candidates and partnering with leadership in an effort to make sound hiring decisions and improving retention for specialist
Peer coach 8-2009-10/2011
Mentor, train, and develop new members of the leadership team by introducing and implementing performance and compliance standards
sharing best practices, observing coaching sessions and providing feedback and promoting career mobility by encouraging and coordinating job shadowing and mentoring sessions and documenting accordingly.
Telephone Banker I-IV 05/2009 -08/2011
Responsible for customer service and deescalate customers
Walk customers trough accounts
Actively listen and address all concern
Programs and Software
Database Management Note programs Google Docs
Quicken QuickBooks ADP payroll solutions
Bamboo HR Power point Outlook
Office Word Office Excel Contact manager
Management Calendar RSM request on boarding/off boarding Spreadsheets Word Processor survey monkey
RTA Mainframe SharePoint
Tech Hub FSD EMS reservations
Lync Skype communicator online navigation
Education and training
San Antonio College- San Antonio 1992-1994
Training: Completed numerous courses and seminars in HR policies and procedures, behavioral interviewing, employee retention, remote leadership, customer service, strategies, quality and compliance, time management and leadership and accountability, and performance assessment.
References:
Donice Rodriguez
2715 Encino River
San Antonio, Texas 78259
******@*****.***
Rhiannon Salinas
359 Taft Blvd
San Antonio, Texas 78225
**********@*****.***
Patricia Gil
14119 Bobwhite Dr
San Antonio, Texas 78217
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