Customer Service Management

Summary of Qualifications

Strong interpersonal skills, great organizational skills, proficient in Microsoft Office, attention to detail, and ensuring Policy and Procedures are followed. Excellent written and verbal skills.

Education

Point Park University, Pittsburgh, PA Aug 2014

B.S. Business Management

Business Communication/Research, Principals of Management, and Human Resource Management, Business Law I & II

Point Park University, Pittsburgh, PA Dec 2015

Post-Baccalaureate Accounting

Auditing, Tax Accounting

Award

2015 IIA/PICPA Case Competition Nov 2015

Third Place Team

An audit case we had to evaluate on identifying control gaps

Identify and test to ensure that the control problems have been remediated

Create a flowchart of the companies payment cycle

Experience

PNC Bank, Pittsburgh PA March 2015 – Present

Workforce Management

Reporting Analyst II

Conduct meetings to provide management with the most up to date information about goals, forecast, call offs or other things that may impact service levels.

Identify areas of opportunity and provide appropriate plans.

Manage consultants across different call centers in different states.

Make recommendations to achieve service level and gain efficiencies.

Manage real time adherence such as call offs, tardies, no shows and sign out early.

Monitor consultants for late arrivals and leaving early then analyzing to reduce impact.

Collect and analyze data to present to all management levels.

Create daily plans and orchestrate the necessary actions that need to occur for the day such as same day vacations, scheduling or canceling trainings.

Moving breaks or trainings to optimize productivity and avoid staffing gaps.

Process sametime and email requests from management.

Manage consultants skills and skilling them for overtime.

Create alert emails to consultants and management about any current issues that impact call volume

PNC Bank, Pittsburgh PA Jul 2009 – March 2015

Branch Support Hotline

Specialist II

Maintain a strong knowledge of PNC Bank's products, services, regulations, branch systems, policies, and procedures, in support of Managers, Supervisors, Loss Prevention and other employees.

Provide information about regulatory and/or compliance issues.

Enables our Branch employees to increase sales and operational efficiency, retain business, avoid compliance/audit violations, while improving customer satisfaction

Provide backup e-mail team support, using excellent written communication skills.

Coached colleagues through the transfer of National City, RBC, and BankAtlantic while providing the PNC Brand.

Mentored new hires for the first few weeks on the phones.

Centralized Decision, providing authorization to branches when managers are not available to provide approval.

Mentored colleagues by helping them locate and utilize relevant information through the Assist line.

Explain procedures to various personnel to help them properly perform their roles.

Determine and provide assistance in solving branch issues.

Use Average Handle Time, Adherence, and call quality, and maintaining above goal scores.

PNC Bank, Bridgeville PA Dec 2007 – Jul 2009

Bank Teller

Excellent interpersonal and communications skills, with a professional manner.

Served as a back-up supervisor, assisted with shipments and ordering.

Resolved customer issues and formed positive relationships with regular customers.

Accurately cashed checks, made deposits, handled loan payments and withdrawals, explained products, and maintained ATMs by fixing jams, returning cards, and filling money.

Organized monthly merchandise

Ordered supplies to ensure material was always in stock.

Starbucks, Moon PA May 2004 – Nov 2008

Shift Supervisor and Barista

Supervised 4-7 employees per shift, ensuring productivity and adherence to policy and procedures.

Trained and observed new baristas and provided feedback to the manager, utilizing skills in leadership, motivation, and communication.

Coaching colleagues throughout a shift to ensure Legendary Service is provided.

Delivered exemplary customer service in a fast-paced environment.

Communicates clearly, concisely and accurately in order to ensure effective store operation.

Plans, identifies, communicates and delegates appropriate responsibilities and practices to store partners to ensure smooth flow of operations.

Efficiently and effectively managed business-related issues.

Delegated responsibilities for increased productivity.

Icings by Claire’s, Pittsburgh PA Sept 2005 – Nov 2007

Supervisor

Created visually appealing and effective displays.

Maintained knowledge of promotions, payment and exchange policies, and security practices.

Replenished floor stock and processed shipments to ensure product availability for customers.

Maintained inventory, conducted sales, ran registers, and made regular bank deposits.

James Centre, Pittsburgh PA Oct 2001 – Nov 2007

Head Waitress

Managed tables and assigned duties to 3-10 employees per shift.

Trained new employees on duties and tasks that they were to perform.

Responsible for setting up front of house, cleaning tables, and serving food.

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