Customer Service Manager

Maritza Luciano

**** ***** ****** #**, *****, NY 10468 - 347-***-**** (C) - - *******.********@*****.***

Profile

●Resourceful and supportive team player with strong communication and interpersonal skills.

●Ability to work independently, organize and complete work with minimal supervision.

●Open-minded, flexible, and self motivated.

●Committed to producing results above and beyond what is expected.

●Prompt Learner.

●Bilingual English-Spanish

Work Experience

December 2014 to August 2017

New York, NY

Maximus/AHCT

Customer Service Representative

Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken.

Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services.

Follow standard operating procedures to ensure consistency and accuracy.

Address customer’s inquiries and resolve problems to ensure that appropriate changes are made.

Refer unresolved customer grievances to designated departments for further investigation.

Communicate with supervisor regarding any potential needs or concerns.

Perform data entry accurately.

Perform other duties as assigned by management.

TD Bank August 2011 to May 2012

Assistant Head Teller New York, NY

●Responsible for the supervision of Tellers by providing day-to-day leadership, direction and training to ensure proper handling of cash and Customer transactions.

●Provided exceptional Customer service by meeting all Customer demands as they related to more complex inquiries and assisted others with more complex transactions and Customer interactions.

●Have a strong working knowledge of all operational systems and databases i.e. ATM, Penny Arcade, TCR/ TCD, E-Time.

●Supervised and proficiently schedule the Teller team including lunchtime and shift changes. Work the Teller drawer when necessary.

●Reinforced Teller Operational Standards and Compliance Training completion with team.

●Provided Bump-it-Up leadership, conflict resolution, process improvement and communication management for Tellers.

●Conducted Teller coaching sessions to positively reinforce behavior.

●Delegated projects to team members to manage.

Chase Bank-Washington Mutual January 2003 to December 2010

Teller Supervisor Bronx, New York

●Responsible for coaching, supervising and assisting in the recruitment process of new tellers in the branch.

●Completing the monthly branch reports and supporting branch manager & assistant manager by performing several general office duties such as processing transactions, receiving checks daily and balancing cash inventory to ensure accuracy and to meet customer's expectations .

●Assist the customer service platform in opening new accounts and ensuring teller referral monthly goals are met and processed correctly in the system.

●Conduct yearly staff evaluation reviews and assist in ensuring branch passes any internal or external compliance audits.

Bronx Community College – Impending Associate’s Degree in Liberal Arts

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