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Customer Service Manager

Miami, Florida, United States
January 30, 2017

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professional summary


work history


(C) 602-***-****

Hard-working Human Resource Specialist who is highly efficient in time-critical situations. Skillfully prioritizes and manages all aspects of the payroll process.

MS Office proficiency

Pre-screening candidates

Workforce planning

Human resources policies


Benefits administration

Records maintenance

Statistical reporting

Mar 2016 - Current

Miami, FL

Talent Acquisition Specialist

American Airlines

Work with the HR Operations & Systems Manager to ensure Talent Acquisition systems are integrated and functioning at optimal level

Develop creative methods for sourcing candidates to identify diverse, top-level talent which may include internet research, social media, networking, direct sourcing, employee referrals, advertisements, career events, associations and other sources as needed Posted positions through approved recruitment channels. Developed salary proposals for new recruits.

Assisted the diversity recruiter in complying with all corporate policies. Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.

Explained all of the human resources policies, procedures, laws, standards and regulations to each employee.

Coordinated meetings, developed meeting content and presented all human resources law updates. Conducted exit interviews and verified that employment termination paperwork was completed. Supported management in developing and implementing personnel policies and procedures. Hired employees and initiated the new hire paperwork process. Tracked key dates and deadlines and maintained specific personnel lists. Promptly corresponded with all applicants and coordinated and conducted interviews. Apr 2012 - Feb 2013

Scottsdale, AZ

Branch Manager

JPMorgan Chase Bank N.A

Met deadlines by proactively managing individual and team tasks. Motivated staff to exceed quotas on a regular basis. Engaged employees in business processes with positive motivational techniques. Received superior customer service satisfaction scores for four consecutive quarters. Originated, reviewed, processed, closed and administered customer loan proposals. Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.

Created reports on deteriorating trends and fiscal year end losses. Created strategies to develop and expand existing customer sales, which resulted in a 30 % increase in annual sales.

Maintained friendly and professional customer interactions. Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act. Increased new bank relationships within the local community 42% by executing quarterly promotions. education

Oct 2007 - Mar 2012

Phoenix, AZ

Branch Manager

Wells Fargo Bank N.A

Maintained confidentiality of bank records and client information. Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act. Leveraged advanced skills and training to support operational needs of multiple departments. Established operational objectives and work plans and delegated assignments to subordinate managers.

Continued education on current banking products and services through various learning chanels Jan 2006 - Oct 2007

Phoenix, AZ

Business Banker

JP Morgan Chase Bank N.A

Assessed clients' financial situations to develop strategic financial planning solutions. Organized financial analysis, market research and due diligence filings materials for potential investors. Selected investments based on quantitative analysis of stock performance, financial ratios and financial reports.

Answered telephone inquiries on banking products including checking, savings, loans and lines of credit. Feb 2005 - Dec 2006

Phoenix, AZ

Small Business Consultant

American Express

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Managed high call volume with tact and professionalism. Gathered and verified all required customer information for tracking purposes. Accurately documented, researched and resolved customer service issues. Identified chronic customer issues by creating and maintaining customer complaint log. Communicated sales promotions to customers to grow average customer account size by 20%. Mar 2003 - Feb 2005

Tempe, AZ

Network Coordinator Account Manager

MedAire Inc.

Oversaw sales forecasting, goal setting and performance reporting for all accounts. Managed a portfolio of 500 accounts totaling $1 million in sales. Developed competitive comparison tables, pricing, fees, ratings, category and product performance to use for account sales calls.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Provided an elevated customer experience to generate a loyal clientele. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.



Bachelor of Arts: Psychology

Beirut Arab Uiversity

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