Steven Antonio Mancio

*** *. ***** **

Athens, TX 75751

Phone: 903-***-****

Email: ad4n91@r.postjobfree.com

JOB OBJECTIVE

My goal is to invest myself completely in an atmosphere I serve and succeed within guidelines and procedures required to abide. I will strive to be successful and share that success with my colleagues and students. I will do so by utilizing my current and historical knowledge and techniques and apply them daily to the position appointed to. My willingness to learn new skills and training is limitless by being receptive to constructive feedback as well as being observational to sharing my knowledge with others for team success. If given the opportunity at the position appointed I will dedicate myself to fulfill my responsibilities at a stellar level. I will strive to develop myself and help others as well to promote growth and prosperity. I will do this while carrying myself with integrity, and be a role model educator for the student body.

SUMMARY OF QUALIFICATIONS

•I have approximately 3 years of management experience; coaching techniques and leadership skills to manage and develop others. I have worked both clerical and hands on labor jobs in my past which has developed me into a team player that is driven and determined.

•My professional demeanor enables me to handle escalated situations accordingly and presents me as a positive team leader.

•My motivational work ethics are noticed by my supervising colleagues’ due to my determination and commitment to my duties.

•I maintain a positive attitude and I adapt well to change.

•I follow proper company policies, procedures, and chain of command.

•My previous sales and clerical experience brings confidence to the table and allows me to be a personable customer focused individual.

•I am able to multitask at an experienced level. Examples are navigating several programs via desktop, laptop, handheld systems/devices and being able to communicate in person or via phone while doing several tasks.

LANGUAGES

•English

•Spanish

TOOLS EFFICIENCY

•Microsoft Office (Word, Excel, Power Point, etc)

•Email proficient

•40 WPM

•Able to learn hands on and quick learner

•Follow directives and able to self-manage as well as peers if called upon

PROFESSIONAL EXPERIENCE

April 2018 - July 2021; TX Works Advisor II - TX Health & Human Services Commission, Canton, TX

•Advisor that processed eligibility applications for Texas residents whom applied for services of assistance benefits which include Medicaid, CHIP, SNAP food, TANF cash assistance and others programs.

•Used my analytical techniques to work several programs and data entry the applications into the system that the State of Texas utilizes to determine the clients' eligibility for the types of assistance programs they applied for or receive.

•Multi tasked and followed proper policy and procedures in accordance with the State of Texas HHSC agency.

December 2017 - March 2018; Asst. Manager - SPRINT/T Mobile The Customer Center, Canton, TX

•Sales Representative, face to face customer service.

•Handled cash drawer transactions as well as daily deposits.

•Supervised my employees, assigned daily duties and issued disciplinary actions.

March 2009 - October 2017; MAXIMUS, Athens, TX

1.October 2016 - October 2017; ES QC Coordinator - MAXIMUS, Athens, TX

•Audit and coach agents to ensure quality performance with their duties as a CCR.

•Work together with the team's Supervisor following guidelines and procedures.

•Calibrate with Management team and other QC Specialists to ensure accuracy.

•Utilize my leadership techniques and people skills to communicate efficiently with colleagues

2.September 2015 - September 2016; ES Call Center Supervisor - MAXIMUS, Athens, TX

•Performed administrative work along with management team members and received constructive criticism from Managers whom I reported to.

•Lead my team of CCR’s by using team leadership skills to ensure KPR’s are met and to help employees succeed in their careers with MAXIMUS.

•Audit and coach agents to ensure quality performance with their duties as a CCR.

•Worked together with Management to ensure MAXIMUS KPR’s are met to satisfy our client HHSC.

•Calibrated with other Supervisor/Management team and QC Specialists to ensure accuracy with Quality.

3.February 2015 - August 2015; ES QC Specialist - MAXIMUS, Athens, TX

•Audit and coach agents to ensure quality performance with their duties as a CCR.

•Calibrate with Management team and other QC Specialists to ensure accuracy.

•Utilize my leadership techniques and people skills to communicate efficiently with colleagues.

4.June 2013 - January 2015; ES SEU - MAXIMUS, Athens, TX

•Maintained above 95% QA's throughout my position with ES SEU.

•Maintained a 100% QA average for 4 months in a row within my 10 months of being in SEU.

•2 T.R.A.C.K. Awards, Perfect Attendance for June 2013, July 2013, November 2013, December 2013, and February 2014.

•2 nominations for STAR Performer Training in 2014.

•Appointed P.E.T. (Performance Efficiency Team) member.

•Positive Attitude Award for 2013 Customer Service Week.

•I was my Supervisor's as well as my team's go to guy regarding CHIP and ES escalations, due to my proficient knowledge.

•Appointed POC while Supervisor was out for interviews at our sister site in San Antonio. I had the opportunity to compile and submit our team's Weekly Status Report for our Manager to review.

•I was chosen to help mentor new agents at the San Antonio site grand opening in November 2014.

5.March 2012 - May 2013; ES CCR - MAXIMUS, Athens, TX

•Maintained above 95% QA's throughout my position with ES.

•Able to mitigate escalated calls by satisfying our clients and using chain of command.

•ES Mentor for 11 months and Supervisor assistant for floor support.

•6 T.R.A.C.K Awards, Perfect Attendance for February 2013 and April 2013.

6.March 2009 - March 2012; CHIP CCR - MAXIMUS, Athens, TX

•Maintained above 95% QA's throughout my position with CHIP.

•Able to mitigate escalated calls by satisfying our clients and using chain of command.

•Due to my ability in maintaining high scores I was able to assist my team and other colleagues by holding a mentor position.

•Received Best Customer Service 2009, Perfect Attendance 2010, and Most Improved Agent 2011 Awards.

September 2008 - February 2009; Asst. Manager - ALLTEL, Athens, TX

•Sales Representative, face to face customer service.

•Handled cash drawer transactions as well as daily deposits.

•Supervised my employees, assigned daily duties and issued disciplinary actions.

•Received Best Sales Award 2009 and Highest Commission Award 2009.

November 2006 - March 2007; Warehouse Production Worker - RUSSELL STOVERS, Corsicana, TX

•Worked on assembly line.

•Fast pace handling candies and merchandise.

•Handled packaging and verified work orders.

EDUCATION

Athens High School, August 2001 - May 2005

•High School Diploma

•Recommended Plan

EDUCATION GOALS:

●Enroll in Community College and achieve Associates Degree

●Obtain CDL for extra transportation services assistance

●Continue my education by progressing to obtain Bachelors Degree

●Obtain State of Texas Educators certification

ACTIVITIES

I am active within my local and church communities. I participate in any extra activities/duties asked of me. Locally, I support the youth within my neighborhood by providing any necessary needs that will help young individuals successfully develop. I have also been a volunteer soccer coach in my son's local county soccer league organization. I hope in the foreseeable future to coach/train for any sport in a school setting.

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