Customer Service A Team
Resume:
Fadel J. Alnatsheh
**** *. ***** **., *********, OH 44111
**********@*****.***
www.linkedin.com/in/fadel-alnatsheh-56345425/
CUSTOMER SERVICE MANAGEMENT
Resourceful and savvy leader offering a rich mix of experience in customer service management creating, implementing and driving new processes and delivering winning strategies and dynamic solutions. Outstanding ability to cultivate respectful relationships with customers, staff, and executives at all levels of the organization. Recognized for a high level of commitment to exceeding customer initiatives, implementing performance improvement, and conquering challenges to drive business forward. Exceptional ability to inspire and elicit the best qualities of a team.
CORE COMPTENCIES
Collaborative Leadership Style
Call Center Management
Superior Customer Service / Relations
Goal Attainment / Increased Sales
Recovery Percentages
Quality Assurance
Project Management
Inside Sales
Prioritizing / Organizing / Multi-Tasking
Problem Solving / Independent Judgment
Troubleshooting
High Performance Team Player
Excellent Communication Skills
Bilingual: English, Arabic
Mentoring / Training
MS Office
PROFESSIONAL EXPERIENCE
New York Life Insurance Company, Cleveland, OH 2018 - 2025
The largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City.
Manager, Life Insurance Solutions
Oversees and direct a team of Customer Service professionals to achieve the service center’s business objectives.
Lead and coach a team of customer Service Associates including implementing disciplinary actions as required
Conduct and perform quality monitoring, calibration sessions and coaching feedback to each individual team member
Ability to identify performance inequities, training needs and develop and deliver documented plans to achieve and exceed goals
Daily, Weekly, Monthly, YTD reporting on team and individual performance
Prepare and deliver written midyear and year end performance appraisals
Manage escalated customer service issues
Demonstrate advance knowledge of NYL products, processes and guidelines to ensure compliance and strong Customer Satisfaction Results
Medical Mutual, Copley, OH 2014 - 2018
The oldest and largest health insurance company headquartered in the state of Ohio serving more than 1.5 million members in the Midwestern and southern U.S.
Supervisor, Customer Care
Drive customer services excellence and adherence to performance goals for a team of Customer Care Specialists responding to customer inquiries regarding the company’s health insurance products via telephone, written, email or face to face. Managed 12 Customer Service Representatives.
Conduct regular and ongoing coaching sessions to drive the higher level of performance and ensure an optimal customer experience.
Reviewed holistic performance with CCSs, identify CCS developmental needs and took steps to assist staff to achieve their full capabilities.
Monitored team service performance levels on a real-time basis to ensure workflow objectives are being achieved, Monitored individual CCS attendance and reliability patterns.
Collaborated with other areas of the division and /or corporation regarding customer problems and trends, and relayed pertinent information to departmental personnel.
CVS Caremark, Solon, OH 2012 - 2014
The largest pharmacy healthcare provider in the United States.
Supervisor, Customer Care
Provided ongoing supervision to CSR staff of 16; monitoring quality, coaching, problem solving and working with peer supervisors within Med-D, as well as other departments.
Directed and implemented department and pharmacy wide projects.
Analyzed call/performance statistics. Reviewed data, make a determination of impact and risk and determine the best course of action based upon the situation.
PNC, Corp Consumer Loan Process Center, Brecksville, OH 2010 - 2012
The PNC Financial Services Group, Inc. (NYSE: PNC) is one of the largest diversified financial services institutions in the United States with assets of $375B.
Supervisor, Default Management
Coached 13 collection staff inbound / outbound to cure past delinquency by collecting payments and diagnose the borrower’s reason for delinquency by offering additional solutions to customers facing temporary hardships or long-term modifications and liquidation options.
Monitored risk management policies and their implementation.
Coached employees on personal and career development.
American Red Cross, Northern Ohio Region Blood Services, Akron, OH 2005 - 2010
A humanitarian organization that provides emergency assistance, disaster relief, and education inside the United States.
Supervisor, Telerecruitment
Supervised tele- recruitment staff of 28 and directly oversaw calling shifts to ensure achievement of production requirements standards.
Assisted in the development, implementation and evaluation of blood donor telemarketing strategies for regions fixed sites and selected mobile units.
Performed all duties and responsibilities in compliance with standard operating procedures, Safety Quality Identity Potency Purity (SQUIPP), regulations outlined in the Code of Federal Regulations (CFR), Occupational Safety and Health Administration (OSHA) and other applicable federal, state and local regulations.
Active Response Marketing, Inc., Lakewood, OH 2003 - 2005
A locally owned West-Michigan based lender offering conventional, FHA, VA, and portfolio loan products for both purchase and refinance loans.
Supervisor, Mortgage Retail Sales
Reported directly to the President, supervised and led a team of 18 sales associates to generate high quality, productive, and profitable leads to different mortgage brokers.
Developed service level reports, planned and solved problems.
DialAmerica Marketing, Inc., Westlake, OH 1999 - 2003
One of the nation's largest privately owned dedicated domestic call center companies.
Supervisor, Call Center 1998 - 2003
Contact Center Associate 1994 - 1998
Provided leadership and direction to a team 16 sales representatives.
Monitored sales performance and individual performance.
Met or exceeded sales goals for every quarterly period by 12%.
Established sales level programs (Bronze, Silver, Gold, Platinum) to encourage sales associates to meet goals and increase overall sales.
EDUCATION
Bachelor of Business Administration (BBA), Human Resources Management, 1997
Cleveland State University, Cleveland, OH
PROFESSIONAL DEVELOPMENT
Certification, Self- Funded Specialist, 2016
Volunteer, United Way, 2005 - 2010
Volunteer, Mothers Against Drunk Driving, 1994 – 2003
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