Manager Customer Service
Resume:
JOSEPH COMPOSTO
*********@*****.***
PROFESSIONAL PROFILE:
A highly experienced Operations Executive who has demonstrated the ability to lead diverse teams of professionals to new levels of success in a variety of highly competitive industries, cutting- edge markets and fast-paced environments. Strong leadership and business qualifications with an impressive track record of more than 25 years hands-on experience in strategic planning, business unit development, project and product management, customer service and satisfaction, process improvement and call center management.
AREAS OF EXPERTISE:
• Managing a team and analyzing their performance.
• Critical thinking, problem solving, decision making.
• Project analysis, design and development.
• Forecasting, scheduling and planning.
• Training and leadership development.
• Revenue goal/growth attainment.
• Negotiation, persuasion and communication.
• Continuous improvement of operational processes/standards.
PROFESSIONAL EXPERIENCE:
BANK OF AMERICA, Ft Lauderdale, FL 5/2009- present
Team Manager- Loss Mitigation
Hire, train, mentor, motivate, develop and manage team of Home Loan Workout Specialists. Quality Control of loan modification approvals ensuring HAMP and BOFA guidelines are adhered too. Prepare and maintain weekly project reports. Resolve borrower escalations with department managers. Power point presentations on products, policies and procedures. Complete employee annual reviews. Handle team conflicts, issues and concerns. Achieve and surpass monthly goals set by upper management. Cross train employees on as need basis.
ROYAL CARIBBEAN INTERNATIONAL, Miami, Fl 2005-2008
Senior Business Analyst – Business Support
Provided analytical support to address process improvement, efficiencies, and potential structural changes within RCI Trade Support and Service Department. Developed and executed process improvement plan for Lost Luggage Department resulting in attainment of 5.7 Sigma representing 40% reduction in service failures. Led cross departmental team to transfer settlement of luggage claims to TS&S department. Developed and instituted procedures which reduced settlement processing time by 80% thereby eliminating duplicity of work effort and double payment of claims. Developed, managed, networked, negotiated and defined requirements for reporting tools utilized within department. Introduced automated scorecard for front line agents. Automated trade survey for Reservation and Loyalty department.
OPERATIONS MANAGER –Trade Support and Service 2003-2005
Recruited, hire, train, mentor, motivate, develop and managed 225+ employees for five business units within RCI dedicated to providing world class service to travel industry. Developed and executed business plan that standardized use of software by Onboard Group Coordinators ensuring delivery of negotiated amenities, reserved meeting spaces for incentive groups, Affinity, and reduced customer complaints by 60% annually. Introduced daily task report which alerted employees of key assignments, prioritized critical deadlines driven by corporate policies and procedures for managing reservations along with avoiding service failures. Facilitated process for creating reports which captured trends within service area in turn providing Senior Executives the ability to drill down to team and staff levels the root causes of issues that further necessitated the need for ongoing training to improve level of excellence required by RCI. Awarded “Circle of Excellence- Employee of the Year”
MANAGER- Group Support and Process Improvement 2001-2003
Hire, train, mentor, motivate, develop and manage new department consisting of 70 members that supported Group Sales and Service. Developed and implemented process, invisible and seamless to the Trade, which diverted agents’ emails and faxes to a centralized support team for execution of service requests. Improved customer response time by 70%, increased Trade satisfaction and elevated departmental efficiencies. Introduced weekly Balanced Score Card promoting four pillars of success- Customer Satisfaction, Operational, Employee Satisfaction and Financial. Coordinated, standardized and implemented training program for skill based certification program and recurrent training for Group Department of 300+ employees. Efforts contributed to increase in RCI’s Gallop Poll rating by 12 percentage points- the largest improvement for RCI since study began.
SUPERVISOR –Incentive Service 1995-2001
Managed two pilot program teams that changed constantly for requirements as programs were used as RCI model for Group Development. Team tested new techniques and company procedures. Created and implemented user friendly Financial Status report for use with Group programs. Instrumental in restructuring of Incentive Service Department during corporate merger. Created reporting system which allowed for effective monitoring of tasks ensuring completion and minimizing RCI’s exposure against loss.
AMERICAN FAMILY CRUISES- Fort Laud, FL 1993-1995
Inventory/Group Manager
Established Group Department for new division of Costa Cruises (American Family Cruises). Developed/implemented creative sales promotions for Group business representing $4M annual revenue. Conceptualized, developed and conducted staff training in new Group policies, procedures, communication skills and customer service. Developed reporting system to monitor and control cabin inventory sales by occupancy type, ensuring proper guest mix to maximize revenue.
COSTA CRUISE LINES- Ft Laud, FL 1982-1993
Manager Group Sales and Service
Previous positions- Group Sales Spvr, Pier Manager,Accounts Payable/Receivables,Collections
EDUCATION:
Miami Dade College
Pennsylvania Academy of Fine Arts
References available upon request
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