Manager Customer Service
Resume:
Alfonso Gomez
***********@*****.***
LinkedIn.com/In/algomez0321
Over 15 + years of experience in management, relationship building and customer service. Proven ability to manage, develop, motivate and mentor high performing staff. Strong emphasis on customer satisfaction, sales activity and retention. Consistently recognized for successfully developing and maintaining profitable relationships with influential decision makers at several institutions. Fluent in Spanish.
PROFESSIONAL EXPERIENCE
Teachers Insurance Annuity Association – College Retirement Equity Fund (TIAA-CREF)
Senior Financial Consultant, Client Services (Field Consulting Group) – Princeton, NJ (2005 – 2015)
Assisted with institutional client relationships and responsible for delivering on-site communication and education
Worked with institutional clients on projects, managed staff to achieve goals and reported to upper management
Collaborated with Relationship Manager and tracked developments to uncover potential opportunities
Met monthly with Relationship Manager, Contact Center and Marketing to ensure a positive customer experience
Attended annual meetings with Relationship Manager and institutional clients to discuss results and future needs
Participated in institutions’ annual dinner gala, outings and benefits fair
Lead consultant (contact person) and liaison to other units when answering complex questions on clients’ accounts
Provided a broad range of financial planning services and products to individual customers in English and Spanish
Sold and delivered all company products and services via individual counseling and group presentations
Counseled participants on their overall retirement, pension plans and financial matters
Strong relationship with Human Resources at all institutions in order to understand their benefits and procedures
Resolved individual client and institutional client situations in order to build and maintain a strong relationship
Verified that the Contact Center’s service level met or exceeded acceptable guidelines for each client
Team Leader, Telephone Center – New York, NY (2002 – 2005)
Managed, trained and mentored licensed Individual Consultants, as well as regularly held staff meetings
Prepared and delivered mid-year and annual reviews for Individual Consultants
Monitored staff ACD time and call center metrics to ensure proper phone coverage and types of calls received
Analyzed and prepared monthly, quarterly and annual reports for upper management
Listened to recorded calls and was a liaison to various units when solving sensitive situations
Team Leader, Automated Telephone Service Unit (Contact Center) - New York, NY (1999 – 2002)
Responsible for leading a team of registered and non-registered representatives
Interviewed and hired candidates for Representative positions
Monitored ACD time and accuracy of the Interactive Voice Response (IVR) system
Assume the role of the unit manager in his/her absence
AWARDS AND RECOGNITION
Excellence Award: Outstanding achievement awards for winning new business
Excellence Award: Presenting financial education seminars in Spanish in Puerto Rico and at local institutions
LICENSES
FINRA Series 6, 7, 63, and 26
State Insurance (life, health, accident) AZ, CA, CT, DE, FL, IL, MA, ME, NH, NJ, NY, PR, RI, TX, VT
EDUCATION
Bachelor of Business Administration (B.B.A.) – Marketing Management
Bernard M. Baruch College, New York, NY
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