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Call Center Manager/Supervisor, Customer Service Manager, Operations M

United States
March 25, 2011

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A combination of formal education and practical experience has resulted in excellent qualifications as a CALL CENTER MANAGER/SUPERVISOR, CUSTOMER SERVICE MANAGER, OPERATIONS MANAGER and ASSISTANT DIRECTOR OF OPERATIONS. Command excellent communication talents, interfacing effectively with clients, vendors, co-workers and all levels of senior management. A capable trouble-shooter, with the ability to resolve problems with tact and diplomacy.

Detail-oriented and highly organized, with superb multi-tasking capabilities. Function well in fast-paced, stressful working environments. Utilize superior financial acuity to analyze past results and make recommendations which improve profits and bottom-line performance. Work well independently, or as part of collaborative, multi-departmental teams. Possess a history of dependability and integrity.

Key Strengths Include:

• Experienced in overseeing all financial details of multi-million dollar portfolios.

• Demonstrate superior customer service skills, resulting in significant repeat and referral business.

• Highly adept at adapting IT systems to better facilitate large workloads.

• Significant management and training experience, with the ability to mentor and motivate staff.

• Consistently meet or exceed goals.


M.B.A. Degree/Business Administration • University of Phoenix - La Mirada, CA (2009) - 3.37 GPA

Projects: Wrote business plan for a boat manufacturer. Assessed all production, distribution, sales, marketing and administration.

IT: Analyzed infrastructure of an airline’s CRM system

Finance: Calculated the net present value of a company to determine acquisition/merger feasibility.

B.S. Degree/Business Management • University of Phoenix - Costa Mesa, CA (2007) - 3.69 GPA

General Education Courses • California State University, Long Beach


ACCOUNTANT • Capital Guardian Trust Company / Capital Group Co.- Irvine, CA

Oversee the finances for multiple pension plans, averaging $30 million per mutual fund with a total portfolio of $1 trillion+. Clients include the State of California, OPEC, Coca Cola and Boeing. Serve on the Cash Management Team. Prepare and research daily cash reconciliations, as well as monthly and year-end financial reports. Perform month-end reviews to close out portfolios for downstream performance deadlines.

Collaborate regularly with representatives from JP Morgan, State Street, Northern Trust, Mellon Bank and other major financial institutions. Provide a superior level of customer service to all clients, addressing and resolving each concern quickly and professionally. Audit various internal reports. Research and resolve cash discrepancies with custodian banks. ( 2008 to present )

• Organized a departmental project to convert the European book of business to North America. Implemented a contingency plan to download cash statements from custodian bank’s websites.

• Developed an IT procedure that automated the downloading of bank reports, reducing time by 90% and saving the company an average of $4,330 per year in salaries.

• Led a project staff of 10 in updating training materials and streamlining the training database.

• Supervised and reviewed the department’s cash projections to prevent overdrafts on clients’ investment portfolios.

• Conducted IT software testing to ensure quality control.

• Utilize Bloomberg to research investment securities.

• Promoted from Customer Service Team Lead.


Capital Bank & Trust / American Funds / Capital Group Co. - Irvine, CA

Managed a staff of 10 customer service representatives in a blended call center environment, dedicated to providing record-keeping services to IRA accounts, 401k and 403b plans. Oversaw the proper handling of 2000 calls per day. Complete working knowledge of back office operations: imaging, return mail, subpoenas, contributions & withdrawals, mail correspondence. Supervised the installation of retirement plans to meet all DOL and ERISA regulations. Supervised the new account setup process to ensure compliance with regulations (i.e. USA Patriot Act, Bank Secrecy Act, Gramm-Leach Bliley Act, FACTA, etc).

Assisted CSRs in researching and resolving daily issues. Responded to escalated customer complaints and resolved all issues. Trained, supervised and provided corrective actions to 150+ employees during tenure as Team Leader. Worked closely with senior management to ensure department met all customer satisfaction and business objectives.

Interacted regularly with clients’ financial management teams, including CEOs, CFOs and Controllers. Developed strong working relationships with brokers and Third Party Administrators for pension plans, ensuring all communication channels ran smoothly and productively. Conducted IT system testing on newly developed software to ensure quality control. ( 2002 to 2008 )

• Guided staff of up to 10 employees at two work sites in monthly audits of financial statements, eliminating exceptions on SAS 70 Reports. Divided projects into segments and assigned tasks.

• Implemented operational procedures to enhance customer satisfaction and reduce call time by 30%.

• Performed QC on associates’ work and contributed to employee reviews.

• Consistently achieved metrics and reduced processing errors.

Special Projects Included:

• Established and facilitated training classes for all associates. Assessed and determined needs, and created training materials from scratch. Wrote policies/procedures. Gathered pertinent information from other departments. Received approval from senior management.

• Designed processes that significantly improved workflow management. Created procedures for loan consolidations on a DST system that saved $1.9 million in IT software upgrades.

• Analyzed trends of incoming calls, and implemented a website with fund information, ratios, account statements, Spanish literature and a Spanish cue for incoming calls.

TECHNICAL REPRESENTATIVE • Coast to Coast Business Equipment, Inc. - Irvine, CA

Delivered and installed Toshiba copiers and fax machines at customer sites. Troubleshot equipment problems and implemented upgrades to meet customer specifications. Conducted sales presentations to new and potential clients. Trained customers on the proper use of equipment. Resolved all customer complaints to the satisfaction of clients. ( 2002 )

COUNSELOR • Cal SOAP Program - Whittier, CA

Assisted high school students with selecting colleges and successfully completing the application process. Ran workshops and tutored students. Created a database of students. ( 2000 to 2002 )


Word • PowerPoint • Access • Explorer • Outlook • Excel • Adobe Acrobat • Lotus Notes

Bloomberg • ERP Systems • Internet/E-mail • Keyboarding to 50 wpm • 10-Key to Touch

Open To Travel

Bilingual: English & Spanish

REFERENCES: Available upon Request

COMPENSATION: Open to Negotiation

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