Customer Service Manager

Alexandra D’Acunzi

Contact

Tel : 443-***-****

e-mail : acebhd@r.postjobfree.com

Address : ***** ********* ** *** ***,

Houston, TX 77077

Profile

Objective An Organizational Leadership position for an individual with exceptional

interpersonal, written and verbal communication, personnel talent

identification and development skills, excellent organizational aptitude

with a demonstrated ability to establish priorities, superior ability to think

from many different perspectives for problem solving, consistently

demonstrates leadership and managerial abilities.

Key Skills

Proficient or familiar with a vast array of analysis systems, concepts and technologies, including:

SAP SPSS Business Objects SharePoint

Microsoft Office Suite Well Managed/Lean Oracle Applications Wiki Web

Programming

Education

2009 to 2012 Master in Business Administration – Marketing Concentration

University of Tampa, John Sykes School of Business, Tampa, FL

2002 to 2006 Bachelor of Science- Major in Criminology, Minor in Fine Arts

University of Tampa, Tampa, FL

Work Experience

Capital One Bank

Operations Process Manager – Special March 2013 to Present

Handling Adjustments and Research

On-site senior leader responsible for directing the day to day activities of two

multifunctional/cross-site business units.

Drove cost and data efficiencies through modernization and automation initiatives, while

managing risk and mitigating loss of two highly complex functions that have the potential for

significant impact to the firm, its customers, and its stakeholders.

Migrated business units onto a Well Managed platform while utilizing Lean principles to

ensure efficiency and consistency of the day to day operations and workflow.

Successfully managed change through a bank wide technology transformation that

created a significant impact on how services were provided for both the Adjustments and

Research business units.

Hand selected by senior leadership to serve as a member of the Deposit Operations

Associate Engagement Council and created leadership goals for the various business units

that included associate rewards and recognitions, manager people management training, and

associate career development.

Provided professional development opportunities that empowered a team to deliver on

customer and corporate values, goals, and expectations for 19 direct reports ranging over

three different job levels.

Partnered with other divisions to ensure performance metrics are met and

communicated with other members of the leadership team to manage strategic growth

projects.

Developed and facilitated a local leadership development program that introduced

people and process management skills to 12 individual contributors in leadership stretch roles

while they completed quarterly “mini-Kaizen” events to improve various processes in each of

their respective areas.

Engaged a cross-site/multifunctional team to perform at a consistently high standard

through autonomy and mastery.

Prepared and maintained annual budget and reviewed monthly P/L statements.

Raymond James and Associates

Operations Supervisor – Imaging

January 2012 to March 2013

Directed and oversaw the day-to-day management of a highly complex

operations processing department, including supervising, training, coaching,

supporting a multiple site operations group.

Completed the semi-annual associate evaluation process, including follow

through with required disciplinary actions when appropriate.

Prepared and maintained annual budget and reviewed monthly P/L

statements.

Identified and resolved departmental efficiency improvements that were both

systematic and operational.

Established a new hire on-boarding and training program with the Imaging

department that would ensure that new associates were adequately trained to perform

at a high level and succeed in their new role.

Facilitated the documentation of all department policies, processes, and

procedures to mitigate risk, standardize procedures across two Home Office sites, and

develop an On-boarding Program associates and management in a third Home Office

site acquired through a major acquisition.

Supported the Operational Readiness team and the Imaging department by

creating various standard templates and guides, identifying departmental gaps,

effectively constructing a department in a third site, and implementing associate

recognition and morale boosting programs.

Developed a metrics that accurately measured employee performance and

aligned with department goals to provide a consistent client experience through a high

level of customer service.

Delivered leadership development presentations to peers and upper

management during monthly check-in sessions to support various topics that the team

requested as a means to understand different leadership techniques, share best

practices, and enhance team performance.

T. Rowe Price, Inc.

Operations Supervisor – Retail Operations

April 2010 to January 2012

Provided comprehensive world class service to participants, Plan Administrators, and

Third Party Administrators relating to small business retirement plans. Additionally,

responsible for fielding more technical questions from shareowners and other

representatives, serving as acting supervisor, handling escalated client concerns, and

coaching and developing associates.

Motivated a diverse group of individuals towards setting and achieving monthly

performance goals, and provide on-going coaching and feedback toward achieving

individual, team, and organizational goals.

Responsible for the project life cycle of a variety of business plan initiatives that include

system upgrades, product and process enhancements, training and development, and

system migrations.

Demonstrated a proficient knowledge of Small Business Retirement products and

systems.

Utilized previous knowledge and experience with consultative client interaction model to

assist in the introduction of a new call model and continue to support the department

during the implementation.

Supervised the daily work responsibilities and development of 11 direct reports, including

providing performance evaluations.

T. Rowe Price, Inc.

Retail Investments Services Representative

November 2007 to April 2010

Built and maintained relationship with “Core Customers” to identify sales opportunities for

T. Rowe Price. Served as the “voice” of the T. Rowe Price Brand, and continually

increased/improved customer loyalty and growth of T. Rowe Price’s assets.

Obtained Series 6 and 63 licenses within the first three months of employment.

Served as the Retail Investment Services new hire training intern, and was able to

provide feedback and training to a group of new employees at T. Rowe Price in the

customer service phone group for 90 days. In addition, collaborated with the training and

business units to ensure that the goals and initiatives of the company were met

consistently through classroom, e-learning (my Learning), and on the job training. This

included providing timely feedback to human resources, attending the business units’

management meetings, and tri-site phone conferences for development of new training

material.

Frequently trained continuing education sessions with business unit employees in both a

classroom and phone conference setting.

Professional Affiliations

FINRA Licensing: Series 6 and 63

Toastmasters International

Awards: Competent Communicator 2011

Offices Held: President 2011, Sargent at Arms 2010

Project Experience - Consulting

Cheese Please

MBA Consultant, University of Tampa

Marketing Business Research Consultant

August to December, 2011

Applied the concepts, tools, and methods of business research to the

strategies, problems, and opportunities of the client.

Identified the client’s problems/opportunities through the tripartite method of

primary, secondary, and qualitative research.

Developed and facilitated focus groups to refine client’s

problems/opportunities, and from that research created a quantitative customer survey.

Arrived at conclusions by interpreting statistical information through the use of

SPSS, and used those conclusions to develop recommendations for the client to make

meaningful business decisions.

Communicated the results of decision analysis with the client through a formal

business presentation.

The Tampa Club

MBA Consultant, University of Tampa

Business Strategy Consultant, Namoli Institute

June to August, 2011

Applied concepts and knowledge acquired from the functional areas of business (marketing,

management, accounting, finance, information technology and economics) as a capstone

experience through the Namoli Institute at the University of Tampa.

Interpreted environmental trends and their impact on the Private City Club industry.

Applied strategic models (including PEST and Porter’s 5 Force Analysis) to analyze industry

dynamics.

Interpreted customer satisfaction surveys through both quantitative and qualitative analysis

assist in internal research.

Evaluated firm level resources and their ability to deliver a competitive advantage.

Communicated recommendations of strategic business analysis to the client through a

formal business presentation.

References

Professional and academic references available upon request

Contact this candidate