Call Center Manager. Customer Service Manager
Resume:
James Montecinos
Email: acxhre@r.postjobfree.com
A self-motivated and organized bilingual IT professional with years of experience in Customer Service, Help Desk Support and Network Operations Support. Proven track record of providing high-level support to internal and external customers, including ITIL Processes, Application Support. Excellent communicator with strong problem-solving skills.
Business Development
Customer Service
Creating, updating Procedures
Process Improvement
Professional Development
Strategic Planning
Client Relations
Data Management
Disaster Recovery
Project Management
A+ Certification
Avaya
Performance Metrics
Supervising
IVR
Gasper
Followed ITIL Principles - Incident Management, Crisis Management, Change Management
Professional Experience
MasterCard Worldwide, O’Fallon, MO. 1999-2016
Manager – Network Operations 2012 – February 2016
Provide leadership, direction, development, and supervision to staff of customer service professionals. Effectively communicate objectives/expectations and performance results as necessary to ensure timely and accurate performance communications. Ensure that problems of varying complexity are resolved to the customer’s satisfaction which may include interfacing with appropriate support/development personnel to achieve problem resolution. Provide key data and guidance to senior management for fiscal planning, evaluating financial requirements and meeting financial objectives.
Conducted Annual Performance Reviews for the entire team.
Tracked and monitored the creation of tickets created by each team member and ensured timely closure and resolution within established SLA’s.
Assigned daily tasks and responsibilities to the staff and monitored all activities. Ensured that all Change Management tasks were assigned to the staff during the shift.
Provided business knowledge and process enhancements across the entire development/technical lifecycle relative to products and services.
Provided coaching and feedback to team members to include any corrective actions, if needed.
Ensured appropriate phone support by managing phone skills during the shift. Track and monitored all inbound and outbound calls.
Followed ITIL Principles by actively participating in all Change Management activities, facilitating Incident Management calls, providing clear and consistent internal and external communications, ensuring timely resolution and validating final resolution.
Conducts all interviewing, hiring of new personnel.
MasterCard Worldwide, O’Fallon, MO.
Consultant – Debit System Product Support/Market Implementations 2008 -2012
Monitored physical and logical components, resources and applications, ensuring prompt resolution of application problems, utilizing internal and external technical support. Participate in and support all MasterCard Debit Switch releases. Present Debit Card Release Webinars to the Middle East/Asia pacific and Latin America region.
Provided 2nd Level Support to all MasterCard Debit Card Issues.
Managed Debit Card Interchange process and assist with implementations of new Processors.
MasterCard Worldwide, O’Fallon, MO.
Senior Professional - Treasury 2002 – 2007
Managed, tracked, trained and reviewed team daily operations to ensure work was completed accurately and on time. Responsible for internal and external communications. Established and improved relationships with Regional Offices, MasterCard Europe, external vendors (HSBC, JP Morgan Chase), and members throughout the world.
Monitored and evaluated Help Desk functions, including timeliness and tracking of responses. Reconfigured phone system to manage abandoned and incoming calls in a more efficient manner.
James Montecinos
Participated in design and implementation of the Hong Kong Shanghai Banking Corporation (HSBC) Contingency process.
Provided support in re-write process of the Net Settlement Agreement and the Settlement Manual.
Participated in the design of the Kansas City Settlement room, and on the first live exercise.
Participated in MasterCard Europe’s convergence.
Played key role in staffing decisions, training and performance assessment.
Analyzed management reports containing monthly Settlement Operations metrics and provide comments to upper management for possible process improvements
Established and documented internal and external process standards.
MasterCard Worldwide, O’Fallon, MO.
Customer Support Representative 2000 – 2002
Served as focal point on Help Desk, primarily with Latin America members, for customer issues, concerns or needs. Interfaced with support/development personnel to achieve problem resolution. Simulated or recreated user problems to resolve operating difficulties. Coordinated or managed recurring projects requiring daily interaction with regional offices. Designated back-up for Argencard, MBNA, Bank of Montreal, and First USA. Also provided first hand support to the Brazil Regional Office.
Participated in the creation of a Wiki for the Customer Service Representatives that maintained all internal non-Customer emails, internal procedures, shared documents, etc.
MasterCard Worldwide, O’Fallon, MO.
Product Analyst 1999 – 2000
Coordinated and participated in review, revisions, changes, enhancements, testing, documentation, and member notification of product enhancements and/or business opportunities. Provided business knowledge and technical support for business requirements development. Worked closely with developers and requesters identifying data and functional requirements in the design of new/enhanced systems. Documented and coordinated changes and enhancements of products and services.
Prepared and/or presented documentation of business/technical presentations.
Prepared overall project plan, incorporating costs and tasks from the various components, ensuring successful and timely project implementation.
Ensured methodology compliance, documented problem areas and coordinate resolutions.
Investigated MasterCard or industry/technical processes.
Coordinated and assisted in implementation of new or revised rules and policies.
MasterCard Worldwide, O’Fallon, MO.
Product Analyst (Help Desk) 1999
Focal point for customer issues, concerns and needs, resolving problems of varying complexity. Answered calls from members worldwide providing technical and software support. Guided members with the installation, troubleshooting, and licensing support with all of MasterCard’s proprietary products and Microsoft products. Assisted members in establishing connectivity with MasterCard either via dial-up, VPN, ISDN, or via the Internet in all Window formats. Primary Contact for Capital One.
Education
Bachelor of Arts, Business Administration, Lindenwood University, St. Charles, MO.
Associates Degree, Computer Electronics & Networking, Vatterott College, St. Ann, MO.
Military Experience
United States Marines – 1985-1989
Language Skills
Fluent in Spanish
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