Manager Human Resources

Lewis Jones, Officer

***** ******* ******

Maple Heights, Ohio 44137

Cell 216-***-****

*********@***.***

Objective

To obtain a challenging position where I can develop my leadership skills and grow within the company

Experience

Bank of America

Marketing Operations Team Manager February 2011- October

2013

• Managed 15-20 Telephone Sales Associates

• Top performing Manager for a consistent 12 months

• Conducted interviews, trained new and tenured associates, evaluated performance and provided

feedback

• Wrote and administered performance development plans for 15-20 associates midyear and end of

year based on overall performance and implemented feedback

• Assured call quality and mitigated risk by managing call alerts, coaching associates, and

providing call feedback

• Tailored team department contests to achieve productivity metrics and company goals

• Continuously improved team performance by maintain high morale, initiated an accountability

system and individualized coaching plans

• Planned and organized department themed celebrations for 160-200 associates while meeting

deadlines and adhering to budget constraints thus improving morale and performance

• Administered and tracked corrective action while staying complaint with Human Resources

guidelines

Lead Associate April 2010-

February 2011

• Mentored associates with one on one interaction

• Performed listening and browse sessions

• Conducted team meetings and ran contests

• Attended strategy calls and leadership meetings and ensured the unit received appropriate

information and development

• Provided feedback and coaching

• Gave Recognition Awards

• Set up calling strategies to obtain Unit Collection Rates

• Handled Quality Reviews

• Team disputes and manager calls

• Managed all decline reporting for Mainstream business manager

Senior Collector II April 1998-

April 2010

• Performed risk assessments

• Prevented delinquency and loan loss

• Assisted new performance team partners with tasks and exemplified best practices

• Exemplified best demonstrated practices with peers in interchanges and roundtables

• Responsible for managing multi-million dollar portfolio for customers with multiple relationships

• Performed collection duties on delinquent accounts while ensuring that company policy and

satisfaction were achieved

• Mentored and advised new hires and helped them achieve higher collection rates and listening

scores

Education

Baldwin Wallace College September 1986 -May

1990

BA, Major Political Science

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