Customer Service Manager

Rogelio Cardenas

**** ****** **** • New Braunfels 78130

210-***-**** • ***************@*****.***

Summary of Qualifications

Career Goal: Seeking a responsible position in a respectable firm as a Human Resources Manager Where I can use my knowledge and skills to effectively manage human resources programs to fulfill employees' and organizational needs efficiently. Qualifications Summary: Assessing organizational needs, setting strategic direction, and implementing initiatives that enhance corporate performance, at an expanding company. Expertise includes: Staffing, Employee Relations, Consulting, Negotiating, Problem Solving, Strategic Thinking, Management/Employee Development, Performance Coaching, Conflict Resolution, Team Building, Instructing - Workshop Facilitation.

Professional Experience

J.P. Morgan Chase Bank, San Antonio, Texas October 2015– Present

Fraud Operations Business Support 40 hours per week

Trained new employees and ensure training material/documentation is kept current.

Communicated audit results to upper management through written reports and oral presentations.

Supported management through risk identification, control testing and process improvement procedures.

Corresponded in meetings and conference calls.

Reported internal control issues to management and supplied comprehensive recommendations to mitigate the associated risks.

Articulated audit findings, risks and detailed recommendations to upper management.

Accurately assesses problems and quickly generates a resolution.

Managed testing for multiple applications and coached training for client personnel.

Monitoring calls and providing feedback to Team Leader/Division Leader.

Auditing/Dual Auditing peers work and provide feedback when submitted.

Working complaints from Chase Executive Office to find resolution for customers.

Call back customers who request calls from managers within 48 hours of previous escalation.

Work high risk cases out from Chase Loss Avoidance Database to prevent large losses.

Compliance/Regulations and Controls. Assisting with implementation and completion of Action Plans, Maintaining team Production trending reports and workflow logs.

Assisting with team work delegation and assignments, writing various types of reports for Division Leaders and Managers on project data collected by Unit Specialist Team and other sources.

Excel programming, Macro creation, SharePoint maintenance and creation.

CCMS Reports and Weekly Resolutions Line Volume Detail Report for compliance and regulatory functions

J.P. Morgan Chase Bank, San Antonio, Texas August 2011– October 2015

Risk Operations Analyst / Peer Coach / NPI/ RCSA 40 hours per week

Duties include but are not limited to Interviewing, on-boarding, training, and mentoring new recruits.

Interview job applicants to match their qualifications with employer needs, recording and evaluating applicant experience, education, training, and skills.

Trained new hiring class in customer service skills, policies and procedures. Introduced training programs that enhanced employee performance which helped build a motivated workforce. Resulted in consistency of policies and procedures.

Provided support to Business Unit analytics and strategic initiatives. Conducted data gathering and validation with a solution-design approach, including risk assessments and measurement of results.

Assisted Business Analyst, Team Manager, Team Lead and external vendor with the Resolutions Processes Mapping (RCSA).

Conducted proactive RCSA audit to target specific and high risk processes or functions, reviews procedures, training materials, controls and account testing.

Proposed and Introduced NPI/SDR corrective action guideline.

Provided daily management direction to team and business partners to mitigate financial and reputational risks.

Handled periodic internal account/customer reviews to identify potentially doubtful activity. Completed analysis of transactional information to identify risks, trends and potential suspicious activity.

Verified accuracy and ensured compliance with plans, policies, and procedures prescribed by management.

Responsible for identifying process gaps, trends and opportunities and recommending process improvements.

Worked internally with Process Owners and Operations Managers for focus, findings, and approach to correction or remediation if needed.

Delivered review findings to process owners for correction and assisted process owners with the development of action plans to address significant process or control gaps.

Partnered with all other control disciplines, adding an additional line of defense supporting Compliance, Risk and Audit, among others.

Reported, monitored, tracked and analyzed SVL performance - pull levers for service level management & engage management.

Evaluate and analyze historical trends to make strategic/tactical operations plans related to staffing needs.

Monitored real-time performance statistics, adding/adjusting schedules to secure staffing requirements. Identified/researched service level risks based on forecasts for problem resolution and management notification.

Analyzed interval forecast call volume to create optimal schedules to meet interval staffing level objectives.

Developed and maintained schedules for all events. Answered emails from managers, leads/agents and adjusted schedules as needed.

Ensured the accuracy/timeliness of segment entry requests.

Conducted NPI audits on the monthly basis for Debit Card Fraud Prevention department.

Documented the review and investigation process followed for each account reviewed and prepared various documents, reports and system entries as necessary for financial entry, certification, reporting and statistical purposes.

Provided timely response to Executive Office, other key executives on member complaints tied to account compromises, account takeovers, deposit holds, account restrictions and declines of debit cards.

Able to multitask multiple projects to perform across multiple roles (contributor to and management of tasks).

Managed individual and team performance against individual and team goals. Provided regular individual and team training on all designated financial products and channels. Directed, coached and developed employees. Allocated resources to meet department goals and ensures consistent delivery of services.

Assisted manager with hiring procedures, training, screening of candidates, coordinated interviews.

J. P. Morgan Securities LLC, San Antonio, Texas February 2011- August 2011

Customer Service Representative I 40 hours per week

Our clients are Licensed Bankers, Financial Advisors, Sales Assistants, Investment Managers, and Branch Managers.

Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Provided personalized service over the telephone with knowledge and experience on how to handle and calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions that meet or exceeds our client's time and quality expectations.

J.P. Morgan Chase Bank, San Antonio, Texas April 2009- February 2011

Problem Resolution Specialist/ Peer Coach 40 hours per week

Duties include but are not limited to

Interviewing, on-boarding, training, and

mentoring new recruits.

Trained new employees in cross selling banking service or products, customer service skills, policies and procedure needed follow to meet daily goal.

Excelled within highly competitive environment where leadership skills are the keys to success.

Increased business by providing customers with information on account types, banking products and services while exceeding scorecard metrics in AHT, Productivity, and CSat (Customer Satisfaction Levels).

Assisted UM with weekly long call report by following the Problem Resolution Performance Form Guide.

Coached and gave feedback to help in professional growth for the staff.

Provided assistance in building and training a respected customer-focused team; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.

Lead by example and ensure the execution of all safety, security, quality and bank operations policies.

Opened new checking, savings and CD accounts for new customers.

Pizza Patron, San Antonio, Texas November 2008 – April 2009

Pizza Patron Assistant Manager 50 hours per week

Managed restaurant operations on the daily basis including forecasting, inventory control, and purchasing of inventory.

Designed and implemented employee incentive programs to increase productivity and customer satisfaction. By implementing the new programs also absenteeism and tardiness was reduced by 15%, as well increased productivity and service quality by 5%.

Assisted store manager with hiring procedures, screening of candidates, coordinated interview.

Perform reference and background checks on applicants

Trained new employees in customer service skills and money transactions.

Successfully managed all aspects of recruitment, interviewing, testing, orientation, placement and career path development for temporary personnel.

Gold's Gym, San Antonio, Texas September 2007 – December 2008

Assistant Fitness Manager 40 hours per week

Managed the Personal Trainer department, coordinated orientations and exit interviews for part-time and full-

Time employees. Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Designed and implemented employee incentive programs to increase productivity and customer satisfaction.

American Eagle Outfitters, San Antonio, Texas June 2003 – September 2007

Stock Supervisor 40 hours per week

Monitored all operations of the stock room, audits and sales floor. Coordinated orientations and exit interviews for part-time, full- time and seasonal employees.

Projected updates and organization of schedules based on the business needs and customers demands.

Assisted customers with locating and selecting merchandise in addition to providing options in fashion and accessories.

Trained new employees in customer service skills, money transactions, policies and procedures needed follow to meet daily goals.

Education and Certifications

University of Phoenix, Phoenix, Arizona July 2014

Bachelor of Business Management in Human Resources

3.43 GPA

Marketing Analytics – SQL Certification

Advanced Microsoft Excel Certification

Beginner Microsoft Excel Certification

Project Management Certification

Business Analysis Financial Certification

PowerPoint Certification

Microsoft Word Certification

Business Writing Certification

Probationary Certificate through TE

Additional Information

Skills: Mastery of Microsoft Office (Outlook/ Word/ Excel/PowerPoint)

Marketing Analytics – SQL Certification

C++

Notepad++

CompTIA

Html

JavaScript

JQuery

WordPress

Bootstrap

PHP

API

Textwrangler

Tableau

SAS

Data Science using R

Extensive knowledge of NICE

Experience with Aspect, eWFM, CISC, MORCOM and CMS

Languages: Bilingual-Spanish (Fluent)

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