Customer Service Manager

JUAN S. ANDRADE

Ph: 480-***-**** E-mail: ************@*****.*** 5911 Rivergrove Bend Dr. Kingwood, TX. 77346

PROFILE

Detail oriented, organized and proficient professional with over ten years of successful experience in positions of increasing responsibility. Top achiever with a consistent record of exceeding company and customers goals and expectations. Skilled at educating customers on banking products and making best recommendations to meet their needs. Excellent coach and mentor with great communication skills.

Branch Management

Revenue Growth Generation

Sales Management

New Business Development

Account Management

Relationship Building

Customer Service Relations

Staff Training & Development

Regulatory Compliance

Full P&L understanding

Banking Products & Services

EDUCATION

Bachelors of Science Degree in Business Administration May 2006

Arizona State University, Tempe, AZ. GPA 3.2

Associate’s Degree in Business May 2004

Scottsdale Community College, Scottsdale, AZ. GPA 3.2

Mesa Community College, Mesa, AZ.

WORK EXPERIENCE

Controller March 2015 – July 2016

Texas Tissue Converting LLC., Houston, TX

Manage full cycle accounting department for paper manufacturing company

Supervise a team of 3 accountants and two sales representatives

Monitor all A/R and A/P functions to make sure that datelines were met

Issue monthly financial statements for CFO

Selected Accomplishments:

Play a critical role with account receivable and account payables by reducing the collection dates from 90+ days to 30/45 days and from 120 days to less than 60 days respectively

Create a full year budget forecast with Ebitda calculations to focus in improving cash flow management that allowed upper management to increase CAPEX for new equipment to be delivered 6 months earlier

HR Assistant March 2015 – July 2016

Texas Tissue Converting LLC., Houston, TX

Support hiring, training, staffing and coaching a team of thirty machine operators

Coordinate the implementation of polices and procedures to all existing and new personnel

Collaborate in the design and execution of the first company’s handbook

Selected Accomplishments:

Successfully placed a team with over 30 machine operators for paper machinery new to the industry within 5 months of hire

Developed and conducted training sessions with visual material and hands-on exercises to teach the operation of each machine available to operators

Branch Manager Nov. 2009 – March 2015

JP Morgan Chase Bank, Houston, TX

Manage banker and teller activities by monitoring sales of all bank of products, customer service and new businesses

Provide P&L analysis to upper management to determine areas of opportunities to achieve business growth

Ongoing coaching and counseling practices of 12 bankers and 8 tellers; lead a team of 5 relationship bankers and oversee monthly sales figures according to goals established.

Selected Accomplishments:

Successful introduction and implementation of Chase Private Client Services that focus on establishing relationships with customers that netted liquid assets over $250,000.00. Total investments allocated during a full year procured over 20 million dollars.

Create an excellent customer service oriented culture among the entire team by teaching and show coaching the benefits of listening and understanding the customer first. Awarded for becoming top tier branch among other peers for several quarters consistently.

Personal Banker Dec. 2007 – Nov. 2009

JP Morgan Chase Bank, Phoenix, AZ

Assist clients with financial decisions and make recommendations based on their needs

Proactively contact and meet existing or potential new clients and invite them to learn about bank products

Provide exemplary customer service by always listening and caring

Selected Accomplishments:

Ranked among top 10 bankers for the market; averaged a sale of 3 to 4 products during each client meeting

Chosen by District Manager to be a trainer for other bankers. Lead a team of 5 bankers that showed a significant sales improvement on average of 25% to 30% month over month during eight month spam

Executive Team Leader – Replenishment May 2006 – Dec. 2007

Target Co., Scottsdale, AZ.

Impact the quality of the shopping and working experience by watching over the environment, the people, and the work processes to make sure that customer service was always part of the interaction.

Resolve problems concerning transportation, logistics systems, and merchandising management not only on the sales floor but also in the warehouse

Monitor product import or export processes to ensure compliance with regulatory or legal requirements established by the company

Selected Accomplishments:

Solved several accuracy and space management problems at three different stores by re-training the team in charge of storing merchandise

Selected as the store captain to manage and supervise the team in charge of conducting the store inventory during three different quarters

TECHNICAL SKILLS

Accounting: QuickBooks

Inventory: Fishbowl

Microsoft Office: Word, Outlook, Power Point, Excel

Program Design: Visual Basic

LANGUAGE SKILLS

English: Fluent spoken, proficient written

Spanish: Fluent spoken, proficient written

Italian: Fluent spoken, proficient written

REFERENCES

Available upon request

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