Operations/Customer Services Management
Resume:
Paul A. Sandoval
Marlboro, NJ 07746 ******@***.***
OPERATIONS MANAGEMENT
Enthusiastic and polished professional with extensive leadership experience, proven ability to significantly improve levels of service, streamline functional workflows, identify process gaps and implement process enhancements. Successful track record in the development and application of Quality Controls for minimizing operational risks. Developed staff for maximized performance. Core Competencies:
• Leadership • Customer Experience Improvement • Risk Management
• Process Enhancement • Staff Performance Development • Coaching
• Quality Control • Project Management • Training
PROFESSIONAL EXPERIENCE
Cenlar FSB 2013-2023
Escrow Supervisor
- Managed Property Tax Processing unit for mortgage servicing company
- Led a team of analysts to ensure all client servicing requirements are met, adherence to company policies and procedures in keeping with regulatory compliance
- Managed projects and strategic initiatives through all stages for successful completion within established deadlines
- Identified process gaps and implemented several process enhancements with controls for reduced operational risks
- Staff development through training, quality assurance, performance monitoring, various coaching methods, motivational programs, performance plans, goal assignments, tracking and reporting progress
- Reduced aged research items by over 95% and work order volumes by 70%
- Consistently surpassed standard email box response times by 40%
- Recipient of several performance awards related to service excellence and company core values H&M Property Management 2011-2012
Operations Manager
- Directed entire operations and staff of cleaning service division
- Streamlined workflows for increased productivity of 15%
- Unleashed staff potential for explosive performances
- Developed marketing plans and amplified revenues by 9%
- Dramatically enriched staff morale for cohesive work environment and effective lines of communication
- Greatly enhanced customer service to highest levels in company’s 37 year history Bank of America 2010-2011
Banking Center Manager
- Successfully led a branch team of sales and service professionals to meet and exceed sales goals by 101% and overall customer satisfaction rate of 12 points above target
- Expanded and monitored quarterly individual staff development plans for notably enhanced performance metrics
- Ensured all compliance procedures were followed while maintaining a world class level of customer service and deepening client relationships for a Quality Banking Experience of 115% Garden State Community Bank 2007-2010
Branch Manager, Retail Banking Officer
- Effectively managed all branch functions and staff
- Continually ensured all bank activities were in compliance with regulatory policies and procedures
- Implemented sales initiatives, maximized sales revenue, and consistently met and exceeded sales goals
- Productively enhanced and maintained relationships with existing business customers
- Successfully coached and developed performance of branch team members
- Surpassed service expectations for an optimal customer experience with quarterly service scores up to 109%
EDUCATION:
Business Management, Baruch College, New York, NY
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