Customer Service Manager
Resume:
ERIC Y. SONGCO
**** ****** *****, ****** ** *****
OBJECTIVE: To obtain a challenging position in a professional atmosphere that will utilize my skills and give me the opportunity for continued growth and advancement
SUMMARY OF QUALIFICATIONS:
A goal-oriented, highly motivated Customer Service/Operations Professional with strong leadership and organizational skills, and 10+ years experience in the financial services industry (Customer Service, Call Center Operations, and Research & Fulfillment Functions). Includes a diverse background in Operations, Business Support/Administrative Support/Human Resources/Personnel/Payroll, Management, Business Continuity/Risk/Audit & Compliance, Process Design/Analysis (Six Sigma training) & Change Management, Hoshin Goals & Incentive Strategies (Productivity, Sales, Associate & Customer Satisfaction Metrics), Training (Facilitation & Training Development), Project Management, Reporting and Security Point of Control. Excellent oral & written communication skills, detail-oriented, self-starter that works well both independently & as part of a team, fast learner & quickly adapts to change, and ability to multi-task. In-depth PC knowledge including Microsoft Windows, Word, Excel, Access, PowerPoint, Outlook, and Internet.
EXPERIENCE:
March 2009 – May 2011 Bank of America Brea, CA
Dept: Centralized Mortgage Fulfillment
Title: Assistant Vice President; Home Services Specialist II
Duties: Process loans approved by an Underwriter or an automated decisioning system. Use credit signing authority within delegated limits. Clear conditions and issue changes to the terms on previously approved loans. Verify conditions of approval which include customer income/assets documentation. Resolve routine title issues including vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens reconveyances. Process subordinations, resolve appraisal disputes and coordinate closing activities as necessary. Maintain a high level of customer service by being proactive in communication with customers, including banking centers associates, realtors, etc.
August 2008 – February 2009 Bank of America Brea, CA
Dept: Card Services – Customer Satisfaction
Title: Assistant Vice President; Business Support Lead II
Duties: Lead diverse administrative functions for a very large, complex business unit. Functions included financial control/budgeting and consolidation, personnel/payroll processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, and communication. Lead projects that encompass and impact many associates. Consult with senior management to define projects as necessary. Provide training in regards to the business unit’s policies, programs, procedures and financial/accounting practices. Research and document organizational reviews, workflow analysis, and management/staff analysis. Additional functional duties include Business Continuity Coordinator for entire Brea Campus and CA Regional Support Team responsibilities. Also performed additional duties as Acting On-Boarding Manager and Acting Business Support Manager as necessary. Performed the Associate Satisfaction Champion role and facilitated Associate Satisfaction & Support Engagement Team meetings as necessary. Security Point of Control for site as well.
September 2006 – July2008 Bank of America Brea, CA
Dept: Card Services – Customer Satisfaction
Title: Assistant Vice President; Operations Project Analyst
Duties: Initial assignment was to assist with transition of call center from Customer Service & Support (Checking & Savings) to Card Services – Customer Satisfaction during MBNA merger/conversion. Responsible for the accuracy & timeliness of monthly incentive processing, analyze changes to incentive and make appropriate recommendations. Assign and distribute sales goals at the team & associate level. Communicate changes regarding incentive & Hoshin goals to all associates and develop strategies to attain these goals. Create detailed reports to facilitate improvement in all areas/metrics. Identify areas of opportunity in site processes and implement solutions. Lead diverse administrative functions for a very large, complex business unit. Functions included financial control/budgeting and consolidation, personnel/payroll processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, and communication. Additional functional duties include Business Continuity Coordinator, performing compliance audits, and Ad-Hoc projects. Also performed additional duties as Acting On-Boarding Manager and Acting Business Support Manager as necessary. Manage one level of managers as necessary. Facilitated Associate Satisfaction & Support Engagement Team meetings as necessary. Security Point of Control for site as well.
October 2005 – August 2006 Bank of America Brea, CA
Dept: Customer Service & Support
Title: Customer Service Team Manager
Duties: Manage a team of 15-25 customer service associates & be responsible for day-to-day supervision of the team. Monitor calls focusing on performance development, call handling statistics & service level adherence. Responsible for performance/ salary reviews to assess strengths & development needs providing feedback & opportunities for growth. Coach, train & develop associates as well as lead other quality initiatives. Focus on customer & associate needs as well as motivate & create enthusiasm within the call center. Facilitate meetings/training, handle personnel/payroll issues, review reports/statistics and work with multiple business partners. Responsible for resolution of complex & diverse operating issues, always striving for process improvement and utilizing Six Sigma Methodology.
February 2004 – September 2005 Bank of America Brea, CA
Dept: Customer Service & Support
Title: Senior Customer Service Representative/ Escalation Team
Duties: Take escalated calls and answer all associate inquiries seeking creative & viable solutions to satisfy the needs of our customers. Train, coach & develop all associates within the call center. Escalation Team Runner for several months performing duties such as floor-walking, taking escalated calls as the manager for all the supervisors, preparing team reports, attendance/adherence tracking, monitoring call volume for the gate, communicating with business partners as necessary. Also completed Manager Job Shadowing Program. Watch teams of 15-20 associates while managers are on vacation/leave. Coach and develop associates towards company goals. Evaluate associates performance by monitoring associates closely & review salary planning for associates. Facilitate meetings/training, handle personnel issues, review reports/statistics and work with business partners to ensure satisfaction for customers/ associates. Responsible for resolution of complex & diverse operating issues, always striving for process improvement and utilizing Six Sigma Methodology. Functional duties included Quality & Productivity Champion for the Site which worked with Change Management and Learning & Leadership Development to implement process improvement changes.
September 2002 – February 2004 Bank of America Brea, CA
Dept: Customer Service & Support
Title: Customer Service Representative/ Lead Operations Representative
Duties: Acting Team Supervisor for the first two months. Performed duties such as floor-walking, taking escalated calls, preparing team reports, attendance tracking, and answering associate inquiries. Also performed side-by-side coaching, and Associate Coaching Tool monitoring. Completed 2 week Dealer Financial Services Product Knowledge/Computer Systems Classroom Training providing me with the skills to assist Dealer Financial Services in servicing callers (borrowers, banking center associates, escrow/ title companies, & dealerships) with inquiries/requests on Loans & Lines of Credit. Routine Customer Service Representative duties are to provide world-class service to all callers coming into Customer Service & Support and to focus on increasing the customer’s overall satisfaction with Bank of America.
February 2002 – September 2002 Bank of America Brea, CA
Dept: Customer Service Process & Operations
Title: Lead Operations Representative/ Process Analyst
(Formerly Quality & Productivity)
Duties: Identify areas of opportunity to support Real Time Resolution, lead/drive projects, communicate progress & changes to all affected sectors of the bank, and assess any feedback received as a Process Improvement Team member. Work with Change Management to implement process improvement recommendations. Also responsible to recommend changes in the Standard Operations Manual to make it more accurate & precise as the Standard Operations Manual Task Force member representing Brea Customer Service & Support. Assists with classes & provides training modules based on expertise with a wide variety of subject matter.
May 2000 – January 2002 Bank of America Brea, CA
Dept: Customer Service & Support
Title: Customer Service Representative
Duties: Provide world-class service to callers coming into Customer Service & Support (Checking/Savings Products), identify relationship-building opportunities, match customers with products/services based on their needs & preferences, perform account maintenance inquiries, and migrate customers to alternative banking methods. Additional duties included floor-walking, taking escalated calls, and being a call-visioning coach as required by business needs.
August 2001 – January 2002 Job-Shared while in Customer Service & Support
Dept: Resolution Services & Support
Title: Research & Adjustments Representative/ Fulfillment Support Specialist
Duties: Process Totally Automated Office requests (from Prime/Plus, Premier, Service Operations & Specialized Services gates) & incoming mail requests from customers, perform expedient research using a wide variety of bank systems, process ticket batchwork & general ledger entries, interact with different departments for proper comprehension of policies/procedures outside of Customer Service & Support, and to communicate/explain various information/processes to customers along with providing them with supporting documentation.
February 1998 – August 1998 Wells Fargo Bank El Monte, CA
Dept: ATM Processing
Title: Operations Clerk/ Vault Cash Handler
February 1998 – June 1998 Kaiser Permanente Baldwin Park, CA
Dept: Appointment & Messaging Services
Title: Appointment Clerk/ Call Center Agent
March 1995 – March 1997 Bank of America Chino, CA
Dept: Consumer / Retail Banking Center
Title: Teller/ Customer Service Representative
EDUCATION:
Management & Human Resources Major (Junior Standing) - California State Polytechnic University, Pomona
Completion of Regional Occupation Program (ROP) Training in Banking & Finance
Completion of Dale Carnegie Leadership Training
Completion of the following Six Sigma Classes - Quality Fundamentals, Greenbelt Training Week I & Week II
COVER LETTER:
To Recruiter/Hiring Manager:
Thank you for taking the time to review my resume. You will find that I have over 10 years of work experience and have the qualifications to perform several different job functions in a wide variety of areas of expertise. If I have a lack of knowledge in a new Line of Business or Job Function, I am very resourceful in seeking out the information necessary to perform my job well while quickly learning and adapting to my new environment.
I am very responsible and enthusiastic, always challenging myself to excel and exceed expectations/goals not only for myself, but also to be a catalyst to improve my team’s performance. I place great emphasis on the Key Performance Indicators of Customer Satisfaction, Associate Engagement, and Shareholder Value.
I have many other abilities that would make me an asset to your company and I look forward to discussing them further with you in the interview.
Thank you for your time and consideration.
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