Customer Service Management

BRIAN CARLYLE

*** **** **** (H) 904-***-****

Jacksonville, FL 32220 (C) 904-***-****

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

SUMMARY OF QUALIFICATIONS

More than 25 years of diversified experience in back room operations. Other areas of expertise are working in item processing, statement rendering, domestic collections, branch operations and loss management. Additional strengths and skills include:

Employee Selection/Recruiting

Motivating/Boosting Moral of Staff

Training

Communicate Professionally

Organizational and Detail Oriented

Strong Mathematical Ability

WORK EXPERIENCE

Wells Fargo Bank - Jacksonville, FL 1987 - 2013

Verification Unit Team Leader- Assistant Vice President

Manage a team of 10 analysts in the Verification Unit which includes a senior analyst. This includes handling all Human Resource responsibilities, interviewing, selecting staff, training analyst, conducting staff meetings, performance evaluations, employee disciplinary actions and setting/adjusting schedules. I have a one on one with each analyst once a month to review their call observations and all of their KPI’S. Implement process improvements to streamline operational and quality performance. I worked with the Florida Management Team during the establishment of the Verification Unit. This included interviews for new hires, developing procedures and training. Assisted and made recommendations for processes on new account underwriting and large dollar calls.

Loss Management Team Resource Coordinator

Led a group of 15 analysts in which I provided day to day direction and support. The department was responsible for reviewing various reports such as: ATM deposits, potential check kiting customers and potential new account fraud. Obtained weekly feedback regarding processes from analysts and developed new strategies which I served as the liaison between the Analysts and the Loss Management Leadership.

Loss Prevention Analysts

Reviewed and performed research involving the Loss Prevention Reports for suspicious activity of business and personal accounts. Verbally notified branches of unusual activity and assisted branch personnel in preventing potential losses. Communicated extensively with customers internally and externally regarding their account activity. Delivered training for new employees. Completed potential loss alert forms with all documentation for accounts with potential loses of $1,000.00 or greater. Analyzed Early Warning/Trap Report for suspicious new account activity, contacted branch personnel regarding any suspicious activity. Maintained statistics on accounts closed and reported them to Corporate Security. I promoted new concepts to complete tasks more efficiently in order to reach the highest Quality Customer Service rating.

Domestic Collections Coordinator

Led a group of 5 employees, monitored daily workflow to ensure quality service, researched errors, examined facts and established cost-efficient resolutions after investigating problems. Delivered training to new employees, coordinated cross-training, ordered and stocked supplies. Mailed and processed items for collections such as: bank drafts, oil and gas leases, bonds, balance of accounts and checks drawn on other financial institutions.

BRIAN CARLYLE

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Wells Fargo Bank - Jacksonville, FL 1987 - 2013

SKILLS

MS Windows, Word, Excel, Access, Lotus Notes, Oracle

EDUCATION

Completed 55 hours at Florida Junior College of Jacksonville, Florida

AWARDS AND RECOGNITION

STAR Award for three consecutive years

Elected Team Resource Coordinator by Teammates

Kudzekiller Award

Employee of the Quarter Award

Quality Works Magic Award

Community Volunteer Hours Award

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