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Click here or scroll down to respond to this candidateTo Whom It May Concern,I am responding to your posted position. I feel my skills and experience fits the position as described, and I have attached my resume for your review. I look forward to speaking with you concerning this opportunity. (for resume, please scroll down).Sincerely,Candidate's Name
Candidate's Name
2024 2nd Ave N Unit 803Birmingham, AL 35203PHONE NUMBER AVAILABLEQualifications: Business graduate with experience in customer service, management, human resources loan services and sales. Fluent in English and Spanish. Top performer with proficiency in meeting goals and ensuring performance and quality services. Proven ability to make informed business decisions and to act accordingly. Experienced in many programs including Windows, Microsoft Office and Power Point. Experienced in managing remotely.Experience and Certifications6/2023-2/2024 Bilingual Senior Operations SupervisorCigna Healthcare, Hoover, AlabamaManaged the daily activities of a team of customer service representatives who responded to/research agent inquiries regarding Medicare Advantage plans. Provided direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs while exhibiting passion to deliver key behaviors of Forward Thinking, Ownership, Caring, United, and Service. Worked with a Team Lead hand in hand to ensure that all reps were coached appropriately and set up for success. Actively identified ways to improve team morale. The role focused on running the call center day to day operations including capacity planning, coaching, handling issues and escalated situations. overseed office based agents, work at home agents,3/2023-6/2023 Client Services Specialist- Temporary ProjectRose International/Regions, Hoover AlabamaServed as first point of contact for commercial and business clients utilizing treasury management products and services. Provided ongoing technical support by phone or email for treasury management products and services which can be complex in nature. Performed remote troubleshooting through diagnostic techniques and pertinent questions. Troubleshooted file mapping and advise on necessary changes. Took full ownership in researching and resolving complex banking issues. Handled client phone interaction while simultaneously documenting the event in the call racking application. Managed workload to ensure issues are resolved promptly. Served as a liaison between assigned departments and other areas of the bank to resolve transaction disputes/inquiries and payment processing issues..9/2007-4/2022 Bilingual Fraud & Claims Operations Manager/Officer/Call Center Manager/RecruiterWells Fargo Bank, Homewood, AlabamaManaged daily processing, productivity, escalations, loss mitigation, quality improvements, audits, system and operational enhancements, and integrated projects. Administered HR policies and procedures including, but not limited to recruiting, hiring new employees, and conducting Interviews. Executed promotions, payroll, performance appraisals, and time away.Responsible for overall financial control to ensure that transactional integrity, regulatory compliance and risk management were not compromised. Developed and maintained budget and unit cost as well as performance measurements for the team. Participated in monthly variance reporting and forecasting process. Participated in Business Continuity planning and testing. Maintained and supported a developmental climate for the employee base. Supported Senior leadership with relationship building and customer service efforts. Partnered with other business units and vendors as needed. Leaded or participated in special projects for the line of business. Managed two supervisors as well. Opened two sites in San Antonio and Sioux Falls. Interviewed and hired their first class as well. Recruited and managed temporary workers. Worked with third party agencies to achieve the headcount that was needed to meet Service Levels.Managed a team remotely for two years.3/2007-9/2007 Section ManagerWachovia Bank, Homewood, AlabamaManaged a team of 20 Agents making outbound calls to home loan borrowers, both English- and Spanish-speaking. Responsibilities included answering questions regarding their loans and offering loan options to avoid default and to mitigate loss. Other duties and responsibilities included hiring and training of new hires on mortgage loan products and customer service skills, and monitoring and coaching employees to ensure customer needs were met in a timely and satisfactory manner. Developed and implemented emerging Leaders program and incentive plans. Administered HR policies and procedures including, but not limited to payroll, time away and promotions. Reviewed applications and conducted interviews for potential candidates for employment.01/2001-2/2007 Operations SupervisorTele Tech Corporation, Fairfield, AlabamaManaged and supervised shift of 15-25 agents who provided Internet technical support. Duties included conducting meetings with agents for development purposes, evaluating quality assurance guidelines, and assisting on escalated calls that required management involvement. Completed monthly and yearly reviews used to assist in developing abilities and improving work performance. Other duties included hiring new employees, processing payroll and time away, entering exception reports, and monitoring CentreVu as well as Real Time Adherence (RTA). Worked closely with the Human Resources department regarding the application of company policies and procedures, corrective action, and the interviewing of potential applicants for employment.School: Instituto Technologico de Merida. 4 year Bachelor's degree in Business Administration. |
