Customer Service/Call Ctr. Mgmt.
Resume:
Bradley Bonato
**********@*****.***
Waukegan, IL
PROFESSIONAL SUMMARY
Results-driven Customer Service Supervisor with a strong background in Service Desk Management, Call Center Operations, and Client Support Leadership. Proven ability to lead high-performing teams, implement process improvements, and enhance customer satisfaction through ITIL best practices. Adept at managing escalations, coaching teams, and optimizing service delivery in fast-paced environments. Skilled in incident management, team mentoring, and technical support operations. Passionate about creating a customer-focused culture that drives efficiency and business success.
EXPERIENCE
Public Security Officer
May 2023 – Sep 2023
Six Flags Great America, Gurnee, IL.
•Provided excellent customer service, ensuring guest safety and enforcing park policies with professionalism.
•Assisted in incident management, promptly addressing concerns and ensuring a secure guest experience.
Customer Support Role May 2023 – Aug 2023
Home Depot
•Delivered exceptional customer service in retail environments, assisting customers and enhancing their shopping experience.
•Supported day-to-day operations, including inventory management and sales support.
Sr. Service Desk Manager
Jul 2007 – Dec 2009
Health Care Service Corporation: Blue Cross Blue Shield of IL, TX, OK, NM.
•Led a team of 80+ Analysts in a high-volume (3M+ Incoming Calls in a 24/7 Call Center) supporting customers across four states.
•Spearheaded Service Desk transformation from a 9-to-5 model to round-the-clock operations, enhancing service availability and response times.
•Implemented automation tools, reducing ticket resolution time, ASA, and improving efficiency.
•Developed training programs and conducted focus group meetings across locations, ensuring consistent service standards.
•Managed high-priority escalations, improving customer retention and satisfaction.
Vice President, Client App. Support
Jul 2010 – Apr 2014
JP Morgan Chase Bank
•Supervised a team of 20 analysts providing technical support to corporate clients, ensuring timely resolution of complex issues.
•Designed and implemented ticket prioritization and escalation workflows, cutting response times and boosting client satisfaction.
•Collaborated with cross-functional teams to improve service processes and align support strategies with business objectives.
EDUCATION
Northern Illinois University
DeKalb, IL.
Jan.1982-June 1984.
High School Diploma
McHenry Community High School, Aug.1976-Jan.1980.
ACHIEVEMENTS
JD. Powers, “Best-In-Class” Award to MY Chase Global Service Desk Team: 2012 & 2013.
Customer Service Certification:
“Knock Your Socks Off”, 2002.
Anti-Money Laundering Training, 2009.
Fraud Investigation Training, 2009.
Sarbanes-Oxley Act Training, 2002.
CompTIA A+ Certification, 1990.
Knowledgebase Operations, 2009.
ITIL v3 Service Foundations Certification,
Global Knowledge- Oct 2008.
HR Management Services (HRMS) Certification, 1994.
OZ Principles, 1995.
Business Leadership & Project Management Training.
Integrated Services & Technology Solutions, 2001.
SKILLS
•Customer Service Management • Call Center & Service Desk
Operations.
•Team Leadership & Development.
•Performance Metrics & Reduction in ASA.
• ITIL Best Practices & Process
Improvement.
•Project, Change, Problem, & Incident Management.
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