Customer Service Manager
Resume:
Adrian Fonseca
Orange, CA *2869
Email: **********@*****.***
Objective: Goal-oriented team player seeking to become an essential part
of a corporation where creativity, expertise, and experience
are rewarded with an environment that promotes continual
upgrading of knowledge and opportunities for professional
development.
Employment History:
Property Manager, Optimum Property Management, a Leading Property
Management Firm 07/2007-Present
Maintain 6 residential properties in first class condition, including
grounds and common area maintenance according to the standards set forth by
each association. Provide guidance and recommendations to homeowners and
Board of Directors assuring that their association procedures are in line
with new laws. Direct monthly Board of Directors meetings for 6
associations. Generate Directors' Reports, which include agendas on
occurring association concerns. Perform bi-weekly property inspections for
maintenance needs, safety hazards, homeowner's issues, and enforcing terms
and conditions within the association guidelines. Liaison to all operating
and maintenance contacts obtaining periodic competitive bids as directed.
Correlate with Board of Directors, finance, customers and senior management
as needed to operate and maintain associations as well as service the
homeowners with timely professional responses. Process all on site monthly
payables' and approve all billing expenses. Schedule and coordinate
meetings/special events as requested. Assist with monthly and quarterly
management reports as well as annual budget preparation. Prepare A/R status
worksheets, initiate late payment process, reconcile A/R, and follow-up on
collections as required.
Jr. Account Executive, EZ Funding, a Leading Home Equity Loan Company
12/2006-07/2007
Maintained and serviced an average pipeline of 2 million. Built and
retained strong relationships with mortgage brokers. Reviewed initial
broker application packages for completeness prior to submitting. Presented
loan products and pricing to mortgage brokers and assisted brokers in
offering EZ Funding products for their customers. Trained brokers on loan
submission process and monitored broker submissions. Managed production
pipeline to ensure timely flow through wholesale process. Assisted in
resolving customer issues on a loan-by-loan basis.
Customer Service Manager, Bank of America, (Promoted)
08/2002-12/2006
Guided and led a team of 20+ Bilingual (Spanish/English) speaking customer
service team. Monitored calls focusing on performance development, call
handling statistics and service level adherence. Composed associate
performance reviews to assess strengths and development needs providing
feedback and opportunities for growth. Accountable for the staffing,
coaching and training of associates to assure they met department metrics
and executions of business objectives. Rewarded associates for
demonstrating excellent customer relations and product knowledge. Motivated
and created enthusiasm while demonstrating excellent communications skills
and enforcing Bank of America policies and procedures.
Customer Service Coach, Bank of America, a Leading Financial Service
Institution (Promoted)
Assisted in the development of a high performing team and individuals
through applying and enhancing their professional and interpersonal
competencies, skills and techniques. Managed day-to-day supervision of 20+
associates. Delegated and managed projects and initiatives while enforcing
all Bank of America policies and conduct. Handled escalated customer calls
while exhibiting efficient customer interactions. Completed call monitoring
and collected data and simple analysis to monitor team efficiencies.
Warehouse Assnt. Supervisor, Creatable Inflatables, a Leading Manufacturer
Of Inflatables 04/1995 - 08/2002
Supervise and assist in daily warehouse and shipping areas including:
Filling and shipping customer orders, satisfying internal shipping
requirements (technical service, vendors, etc.), ensuring accuracy of
shipments and supporting documentation, receiving incoming material and
routing to appropriate area or personnel, filling work orders from
production, packaging assemblies and receiving into finished goods,
ensuring inventory transactions are accurately logged and overseeing cycle
counts and reconciliation activities. Establishing or adjusting work
procedures to meet warehouse demands as dictated by production schedules
and work flow.
Education: Rio Hondo Community College June 2002
Associates Degree in Bilingual Studies
References: Personal and professional references provided upon request
Contact this candidate