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Click here or scroll down to respond to this candidateResume ofCandidate's Name EMAIL AVAILABLEStreet Address Legends Trl. Dr Home PHONE NUMBER AVAILABLEFarmington Hills, Mi. Street Address Cell PHONE NUMBER AVAILABLESummary of Skills:I have many years of on-site/off-site experience recruiting, managing and leading customer service, collections, sales and technical Teams to attain and exceed targets. Duties have included recruiting, hiring, training and performance coaching for bargained and non-bargained environments. I have created initiatives to improve productivity and customer satisfaction in Fortune 500 Companies. I am goal oriented and adapt quickly to new environments.Employment HistoryApril 2018-November 2021JP Morgan ChaseCollections ManagerI managed a Team of Collection Specialist II and III to achieve and exceed Collection Goals and Customer Satisfaction Goals. I created and analyzed reports to aid and drill down to areas of concern and uncovered opportunities to improve Specialist Training. April 3, 2017 to April 2018JP Morgan ChaseCustomer Service ManagerI managed a team of Sr. Specialist in providing Iconic Customer Service to Credit Card Customer inquiries including all facets of replacing cards, inquiries of benefits and process card payment. I initiated policy changes and created a workshop focused on improving moral to improve performance.December 2014 to November 2015PNC FinancialUniversal BankerI provided customers with financial management tools including checking, savings accounts and process loan and mortgage requests while maintaining superior customer service resultsEmployment History contdMay 2012 to December 31, 2013AT&T UVerse National Dispatch CenterArea ManagerI managed a team of Load Balance Managers in a Call Center environment in supporting UVerse Field Managers/Technicians in installation and maintenance of UVerse services and achieving customer satisfaction. Duties included recruiting, hiring, coaching for performance improvement, data analysis and daily partnering with Field Peers to overcome obstacles in meeting Center Metrics.11/2008 to May 2012AT&T DSL Tier 1 Internet ServicesAssociate DirectorI opened and led Center Operations in a new Tier 1 Technical center for Broadband Services. I managed recruiting and onboarding 340 Customer Assistants and 23 Managers meeting critical timelines. I achieved critical metrics for customer satisfaction and first call resolutions in the first year of operations. Daily duties include analyzing data to coach and develop Managers to determine and develop initiatives to achieve and exceed Metrics. Duties included negotiating with Collective Bargaining Union. I created the Chairperson of Vice President's Communication Committee. Primary responsibility was to create a communication plan to improve effectiveness of communications from senior leadership to remote Managers and non-management in the Broadband Business Unit.I initiated a pilot course to improve Agent "soft skills" and technical skills" to improve our Center's performance. Training was very successful and was adopted by the entire organization.1/2001-11/2008AT&T Enterprise Sales ManagerI managed an Enterprise Connectivity Premise Sales Team to achieve and exceed Sales Goals. Responsible for growing and upgrading Data Connectivity. Duties included Hiring, Training Sales Personnel to improve Clients redundancy and security. I Was ranked in Top 5% of Sales Managers..Education/Memberships/AwardsBattle Creek Central High, Battle Creek, MI USAProfessional Licenses, Accreditations, and Memberships: SBC PremierServ Phases 1, II, III, IV, CCNT, Toast Mistress Club.I have received numerous Performance Awards for Outstanding Performance. |
