Customer Service Project Manager

Michael J Martinez

********@***.*** ***** N Weiland Rd 224-***-****

Prairie View, Illinois 60069

Project Manager with 15+ years of experience, working with and designing improved technology and processes.

CORE COMPENTENCIES:

Experienced in Microsoft PowerPoint, Word, Excel and Access – 16+ Years

Skilled in SQL and VBA – 16+ Years

Project Management – 5 Years

Customer Service – 11+ Years

Client/Business Interactions – 11+ Years

Marketing - 8+ Years

EMPLOYMENT HISTORY:

DOVENMUEHLE MORTGAGE INC: Project Manager January 2011– Present

Maintains budgets, scopes, change management, project plans and timelines for all assigned projects

Creates cost-benefit analysis and return on investment assessments that were used as the basis for decision-making on design and implementation of proposed projects

Design and implementation of SharePoint Sites, and Excel spreadsheets to improve the customer service tools in the call center resulting in increased productivity, reporting, and cost savings

Works with upper management to determine best quality practices and process improvements to increase overall productivity

Works with management to create an excel based capacity plan to anticipate future growth of the company

Setup and implementation of enhanced Escrow Analysis work environment

Facilitated the implementation of enhancements into the core system resulting in increased functionality for multiple departments

Design and Creation of an Access database to automate processes, increase productivity, and generate new reporting for the quality and tax teams

Utilizes VBA to automate and track the processing of Loss Draft employees.

Automate process for Transfers and Conversions department resulting in time and cost savings.

Accomplishments:

Created an Access Database increasing quality assurance accuracy and productivity by 40% resulting in cost savings of over $150,000.00 per year. It also allowed for reporting that was never previously available granting the ability to identify new trends, areas for training, and overall performance measures

Created an Access Database to assist in reporting of tax penalties and refunds increasing client satisfaction, allowing for real-time reporting and identification of trends

Automated tax refund and penalty processes resulting in a 30% increase in processing capacity, reducing repetitive data entry time and allowing for increased reporting

Automated Loss Draft processes in Excel resulting in increased reporting capabilities and accuracy reducing compliance issues and complaints

Created an Excel tool to automate a daily tracking process by our customer service department supervisors resulting in a savings of $40,000.00 per year

WESTLAKE FINANCIAL: Benefits Administrator/Trainer April 2009 - November 2010

Provided premium one-on-one service via E-mail and Chat communication

Contacted former employees to perform final exit interviews

Assumed responsibility for escalated calls from irate customers

Scheduled and managed new associates during training

Trained existing representatives on new client provisions and regulations

Met with clients on behalf of customer service answering questions, identifying process improvements and addressing issues

Assisted in the interview process for potential new employees

Worked marketing trade shows to help acquire new business

Accomplishments:

Upheld the highest standards of customer service, scored the highest call scores of all the Benefits Administrators for 4 straight months from October 2009 - through January 2010

Designed and implemented new training procedures and customer service tools for incoming representatives including call handling, issue resolution, customer service and plan provisions for all clients resulting in reduced time for training and better preparation on the phones

TOUCHTUNES: Technical Support January 2008 – January 2009

Responded to 20 – 40 operator problem phone calls per day

Remote troubleshooting and resolution of operator issues concerning Networking, Computer hardware, and sound

Created Sales orders to accommodate necessary parts

Accomplishments:

Consistently positioned in the top two highest volume of calls reconciled per day

Created a knowledgebase of problem history to anticipate and mitigate future issues

HEWITT ASSOCIATES: Sr. Benefits Administrator August 2003 – February 2007

Answered 30-50 participant calls per day while maintaining peak service levels

As a Supervisor, answered escalated phone calls

Administered benefits to participants, including Health Plan discovery, discussion, and problem resolution

Counseled participants on provisions of plan benefits as they may pertain to the participant’s specific requirements

Managed customer service reps in the absence of the manager

Processed participant’s requests while upholding the highest level of customer service

Took on added responsibility of manually calculated pension benefits as part of the Pension Benefit Team

Health plan carrier communication updates, adding information with the medical and prescription plans on a one off basis

Accomplishments:

Received a performance rating of “Often Exceeds Expectations” on all performance reviews

EDUCATION AND CERTIFICATIONS:

COLUMBIA COLLEGE OF CHICAGO

RESPA COMPLIANCE CERTIFICATION

CFPB COMPLIANCE CERTIFICATION

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