Dedicated, innovative, effective, insightful leader with more than ••••• years of experience managing people, vendors, processes both on-site, internationally and remotely. Demonstrates strong analytical and problem solving skills with concentration on customer service, improving efficiencies, risk management, cost control and increasing quality performance. Leadership style focuses on professionalism, timely communications, responsive listening, strength in collaboration, building relationships, enforcing accountability with staff and vendors. Takes ownership for results.
HSBC, Las Vegas, NV
Directing Manager Credit Operations (•••••)
Led and developed team managing related systemic functions for credit card application processes driven by marketing campaigns.
Provided project management, vendor management, budget control, program design, quality management, reporting and forecasting for marketing, operations and finance departments.
Met service and quality expectations throughout unpredictable and extreme volume fluctuations.
Directed and oversaw design of user-friendly systems, customer service training and verbiage utilized by representatives assisting customers.
Administered improvements increasing customer service ratings yearly.
Collaborated with marketing and finance to create and manage multi-million dollar annual budgets.
Directed and mentored staff in reducing costs, creating efficiencies, increasing revenue, developing procedures and excelling in internal support and customer service.
Developed and oversaw relationships with marketing, quality, auditors, legal, compliance, lending services, MasterCard/Visa liaisons and other business units thereby ensuring milestone achievements and expectations were met.
Provided regular recommendations to improve customer experience and operational objectives. Prepared detailed monthly statistical analysis on budgets, service and quality.
Negotiated contracts and enforced punitive penalties for companies failing to achieve standards.
Maintained knowledge of industry trends, best practices and enforced company and government policies and procedures.
Department received Exceeds Expectations rating from marketing and operations and Industry Leader rating from MasterCard Advisors.
Personal and Business Check Printing
Customer Service Director, Antioch, CA (••••• •••••)
Launched customer service department servicing financial institutions throughout California and Nevada.
Hired and managed personnel, developed and implemented procedures, oversaw scheduling, managed service standards, trained staff and resolved escalated complaints.
Acted as relationship liaison with financial institutions, conducted tours of operations facility, prepared and delivered presentations and trained financial institution personnel.
EDUCATION & RECOGNITION
Currently enrolled in the Medical Transcription program at Great Basin College, Pahrump, NV
BA, Communication Studies, University of Nevada, Las Vegas, NV
AAS, Business Management, CCSN, Las Vegas, NV
Certified ACE trainer for 2 years (Achieving Customer Excellence)
Professional of the Month (HSBC)
Conducted financial education training for non-profit organizations (Community Reinvestment Act)
Award of Excellence for outstanding performance on the conversion for HSBCs purchase of Renaissance Bank
Microsoft Office Word, PowerPoint, Excel, Visio
Typing ••••• wpm
PC literate in addition to exposure to various custom databases and program operations
Customer Service, Data Entry