Call Center Project Management
Resume:
White Plains, NY *****
*********@*****.***
NEIL WILSON
SKILLS
Management, Training and Development, Call Center Operations, Workforce Management, Project Management, Financial Services, Payroll and Benefit Administration, Audits, Policy and Procedure Development, CRM and Telephony Vendor Management
EXPERIENCE
Confidential (signed NDA), Remote — Operations Consultant November 2022 - January 2024
● Developed and implemented a new call center for a booming iOS app business.
● Created policies, procedures, scripts and training for call center and general business operations.
● Researched and hired vendors for CRM, metrics analytics and telephony call center services.
Continental Finance Company, Wilmington, DE — Credit Protection Manager
February 2020 - November 2022
● Managed a team of call center and claims processing employees.
● Developed and implemented enhancements to systems and processes using project management best practices.
JPMorgan Chase, Newark, DE — Pension Analyst Call Center Supervisor
March 2016 - February 2020
● Managed a specialized call center that answered pension participant inquires and processed pension requests
● Migrated business from Dallas, TX to Newark, DE. Bank of NY Mellon, Malvern, PA — Business Development Associate and Workforce Manager
March 2003 - April 2011
● Sold and trained advisors on proprietary investment platform technology and products for BNY’s Wealth Management Services.
● Actively collaborated with management to report metrics, identify issues and continuously recommend and implement improvements. EDUCATION
University of Pennsylvania, Philadelphia, PA— Bachelor of Arts Obtained Bachelor of Arts degree while in high school at Central High School of Philadelphia in an accelerated academic program.
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