Manager Customer Service

Summary

Leadership-oriented operations manager with a large and diverse Non- Profit financial institution. Led teams as large of 16 full time employees and oversee five complex partnerships with well know financial powerhouses and government agencies. Created new relationships with stakeholders and partners while strengthening existing ones. Proven track record of success, achieving and exceeding partnership's goals and compliance requirements.

Skills & Abilities

Bilingual Spanish-English.

Strong Work Ethic.

Training and development.

Team building and employee engagement.

Employee relations.

Project management.

Budgeting and forecasting.

Scheduling for multiple shifts.

Developing policies, systems and procedures.

Handling confidential information.

Creative thinking.

Analytical problem solving.

Strong written and oral communication.

Excellent organizational and time management skills.

Advance knowledge of Adobe Acrobat Pro XI and MS Office suite (Excel, MS Word, Access, Outlook and Power Point)

Professional Experience

2009-2016 CLEARPOINT FINANCIAL SOLUTIONS

Operations Manager 2015-2016

Program Coordinator 2011-2015

Document Submissions Specialist 2009-2011

Operations Manager: primary responsibilities involved setting the direction, policies, procedures and tools necessary to achieve productivity and revenue goals for the “Document Submissions Assistance” department (DSA). Under five different partnerships/programs, this department assisted families to modified their loans (HAMP) or obtain assistance thru the Hardest Hit Fund (HHF). Procedures included document collection and constant communication with clients and lenders.

Consistently exceed department goal for all five partnerships.

Maintained 95% of forecasted revenue while experiencing a 16% decrease in referrals.

Responsible for the overall management, performance and growth of operations staff, including multiple remote locations and telecommuting employees.

Reviewed and analyzed production, cost, operations, and forecast data to determine department program performance and solvency.

Established and maintained good business relationships with inter-departmental as well as external stakeholders, co-managers and major financial institutions.

Developed Access outbound calling database to streamline workflow and keep with the Telephone Consumer Protection Act (TCPA) and standard industry regulations.

Created new programs establishing an exclusive partnership with a large national mortgage investor.

Shape strong team work culture focusing on client satisfaction.

Established and implemented processes/procedures that improved the consumer experience implementing technology that also increased revenue and reduced cost.

Performed monthly one on one coaching sessions with direct reports with focus in developing their individual strengths.

Increased employee engagement which directly increased productivity, maintained revenue and decrease full time employees’ cost.

Hired, trained, develop and terminated employees.

Program Coordinator: reporting to two managers and the Counseling Director simultaneously, the main task involved the synergetic communication and collaboration between the inbound, outbound, counseling and documents submissions teams to ensure constant revenue levels and customer engagement.

Performed as interim manager for the outbound and the document submission teams.

Hosted monthly calibration calls with stakeholders to evaluate Clearpoint’s performance.

Documented and resolved client escalations and executive complains, maintaining confidentiality and customer satisfaction.

Created Quality Control Pre-submission Forms and Procedures to streamline the productivity and overall program success.

Assisted with creation of staff scorecards, audits and observations forms.

Completed monthly staff’s quality audits following internal compliance requirements and partnership guidelines.

Worked with vendor to build a customized Case Management Software to enhance department efficiency and client engagement.

Interviewed potential new hires.

Developed training materials for new hires and managers.

Trained new hires and existing staff on ever changing procedures, systems and tools.

Document Submissions Specialist: primary duties focused on helping financially stressed clients to obtain mortgage workout solutions working on their behalf with lenders and servicers.

Assisted clients to assemble required documentation to prevent foreclosure on their primary residence.

Provide alternative solutions and resources to help with their overall financial situation.

Reviewed client’s financial records including but not limited to tax returns, transcripts, and financial statements to determine program eligibility.

2007-2009 Kay Jewelers.

Atlanta, GA

Assistant Manager 2007-2009

Built up sales team.

Trained existing and new employees on sales and customer relations techniques.

Maintained inventory.

Shared store front and back office responsibilities with Manager.

Hired and terminated employees

Selling merchandise, special orders and events.

Education & Certifications

UNIVERSIDAD NACIONAL DE CUYO 1992-1995

Law School - Mendoza - Argentina

ESCUELA NACIONAL DE COMERCIO MARIO CASALES 1987-1991

High School – Mendoza – Argentina

Degree: Perito Mercantil – specialization in business and commerce.

NATIONAL FOUNDATION FOR CREDIT COUNSELING 2015-2017

Consumer Credit Counselor Certification

Housing Counselor Certification

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