Manager Recruiter Call Center

Phil Sterman

**** ********* ***** ************ ** 32257

904-***-****

Professional Experience 06/2009- 12/21 retired Bank of America Jacksonville, Fl Officer- Senior Fraud Analyst * Responsible for new account review, deposit fraud review * Responsible for taking incoming calls, concerning account questions * Responsible for reports for senior management 07/1998- 04/2009 Bank of America Jacksonville, Fl Officer- Senior Operations Analyst Workforce Management * Responsible for interacting with global call center associates and managers concerning schedules, scheduling of initiatives, vacations, time away from work, team meetings and real time adherence * Interacting with senior management and team managers concerning reports, staffing needs, and special projects * CMS monitoring and agent skilling 06/1994- 07/1998 First Union Bank/ Wells Fargo Bank Jacksonville, Fl Human Resources Payroll Specialist * Responsible for payroll for 400 people * Responsible for researching and correcting payroll issues *Responsible for reports for senior management * Responsible for tracking any usual patterns of employees time Trainer * Responsible for training of newly hired employees in a call center environment * Responsible for monitoring the progress of newly hires employees

1973- 06/94 Restaurant Business Nashville, TN Jacksonville, Fl * Waiter, Bartended, Manager, General Manager, Manager Recruiter