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Customer Service Manager

Location:
San Antonio, TX
Salary:
50,000
Posted:
August 06, 2018

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Resume:

***** ******** **. ******* **** Phone:210-***-****

San Antonio, Texas 78233 ac6khs@r.postjobfree.com

● 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

ac6khs@r.postjobfree.com

210-***-****

Rhiannon Salinas

359 Taft Blvd

San Antonio, Texas 78225

ac6khs@r.postjobfree.com

210-***-****

Patricia Gil

14119 Bobwhite Dr

San Antonio, Texas 78217

210-***-****



Contact this candidate