Specialist
Resume:
Education & Professional Membership
Edward Waters College—Jacksonville, FL
Bachelor of Arts in Criminal Justice
Member- Kappa Alpha Psi Fraternity, Inc.
Deangelo Malpress
*********@*****.***
Jacksonville, FL
Experienced leader with a proven record of managing diverse teams, driving operational excellence, and fostering professional growth.
Professional Skills
Leadership & Team Management
• Supervised teams of up to twenty-four employees across various industries (Anchor Glass, Blue Cross Blue Shield, Precision Response Cooperation)
• Educated and trained team members to improve performance, productivity, and morale within the business unit and company which reduced turnover by 10%.
• Conducted coaching observations and provided verbal and written feedback monthly while implementing strategies for continuous improvement.
• Created workflows to help identify processes, tools and systems that caused negative impact on efficiency and customer service results.
• Established and supported cross -functional and cooperative relationships with leadership to provide updates and status on coaching effectiveness.
• Conducted training sessions and team building activities to enhance team morale and cohesiveness.
• Provided monthly, quarterly, and bi-annual reporting on team progress and coaching effectiveness.
• Developed and implemented process improvement campaigns including SOPs, content development and call center scripting that improved first call resolution by 20%. Customer Service & Case Management
• Managed enrollment applications through stages of underwriting and new business until placement.
• Investigated and resolved customer issues effectively contributing to customer loyalty and satisfaction.
• Developed and formulated sensitive written solutions for complex/high profile cases and vendor complaints.
• Securely tracked and compiled weekly reports for team performance. interactions and trends while recording details of inquiries, complaints and actions taken.
• Successfully resolved credit inquiries, diagnosed complex account issues, and initiated disputes on 60+ accounts daily.
• Maintained 100% quality as a Citibank senior associate and as a Prudential case manager associate. Operational Leadership & Production Management
• Provided necessary training and development for employees to improve technical skills.
• Coordinate tank and unit activities including tonnages with furnace department, watched ware handling and quality control to correct and report findings.
• Diagnosed and resolved production issues including ware defects, glass conditioning, and equipment malfunctions.
• Maintained labor and spending within union budget.
• Communicate with team members and support team members to ensure continuous production of products at a high- quality level.
• Operated I.S machine and related hot end equipment to verify any adjustments required for machine function to produce quality glass ware.
• Conducted pre-operation inspections and preparation to ensure proper equipment functionality. Professional Experience
Anchor Glass — Machine Specialist May 2014-Present Wells Fargo Shield — Quality Coach September 2013- May 2014 United Education Institution- Instructor April 2010- August 2013 Blue Cross Blue Shield — Supervisor June 2003-April 2010 T-Mobile — Supervisor February 2001- June 2003
Precision Response Cooperation — Supervisor January 1998- January 2001
CDL
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