ANDY DANIEL
Margate,FL
Summary
Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability. Driven customer service supervisor with over twenty years of leading team members in high volume setting. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Natural leadership talent with motivational approach. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking to apply my experience and adapt to new challenge to enhance abilities while contributing to company growth.
Overview
22
22
years of professional experience
Work History
Customer Service Supervisor
Fiserv. Bank of America
10.2022 - 10.2023
- Offering coaching, support, career mentorship, and feedback to associates regarding their performance and career aspirations.
- Ensuring adherence to company policies and processes.
- Administering performance management involves identifying opportunities for improvement, offering constructive feedback, facilitating training and professional development, and implementing corrective actions.
- Conducting quality checks, developing and reviewing performance reports, identifying areas of improvement, and implementing measures to enhance performance.
- Directing workflow distribution and managing the floor are essential to maintaining consistent service levels, as well as addressing complex client concerns and disputes promptly. Effective recruiting involves interviewing and making sound hiring recommendations. Additionally, the development and implementation of process improvements, coupled with effective change management, ensure the achievement of departmental objectives. This includes motivating and inspiring team members.
- Input payroll data and purchase orders into a payroll/procurement system; proficient with PeopleSoft.
- Experienced in the Financial Services environment, specifically in Card Services.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Call Center Supervisor
Maximus Federal: FEMA
, U.S
09.2021 - 03.2022
- Tasked with providing frontline, first-level supervision and leadership.
- Oversees a team of 25 customer service representatives.
- Supervise the work of (CSRs) to insure adherence to quality standards and deadlines
- Assess employees' work performance and suggest suitable personnel actions.
- Work with Human Resources includes disciplinary actions, performance improvement plans, and termination procedures.
- Offer support and pinpoint both training necessities and opportunities for development during weekly coaching sessions.
- Supporting and enforcing expectations in a contact center is crucial.
Loan Assistant Supervisor
U.S
01.2021 - 01.2022
- Oversees a team of three Loan Assistants. Reviews and processes applications for government grants.
- Assist, manage, and coach agents in reviewing applications.
- Examine reports for compliance, presence, and time management.
- Maintained updated records of customer account activities.
Customer Service Representative / CSR
Maximus Federal, Census Survey
01.2020 - 01.2021
- Adhere to the established information, processes, and procedures of the Census program.
- Manage inbound and outbound interactions courteously, promptly, and professionally.
- Follow the Census-approved scripts when conducting interviews and filling out forms.
- Escalate threats immediately to a supervisor if made to Census workers, buildings, Governmental buildings or the President
Mortgage Loan Counselor / Supervisor
Bluegreen Vacations
01.2002 - 01.2020
- Handle a minimum of 130 combined inbound and outbound calls daily.Maintaining low levels of delinquency and defaults is crucial to prevent adverse effects on the company.
- Utilize Payeezy for processing payments through Visa, MasterCard, American Express, and Discover.
- Ensure the accuracy of banking and customer information in LSAMS and Western Union systems.
- Reviewed all documentation related to borrower's loan application.
- Maintained accurate timekeeping records, trained, and supervised a team of twelve loan counselors.
Education
Associate of Science - Law (Pre-Law)
Broward Community College
Davie, FL05-2002
Skills
- Strong interpersonal communications
- Ability to work under extreme work pressure
- Maintaining good working relationships with customers and clients
- Self-motivated initiative
- High level of energy
- Business-oriented decision-making
- Strong problem analysis
- Training coordination
- Project planning and coordinator
- Productivity benchmarks
- Scheduling and calendar management
- Quality control optimization
- Call Center Operations
- Delegating Work
- Performance Evaluation
- Service Delivery Optimization
- Records Management
- Workflow Management
- Handling Escalations
- New Hire Training
- Cross-Functional Collaboration
- Training and mentoring
- Customer Relationship Management (CRM)
Languages
French
Professional
Affiliations
City of Coral Springs Basketball Athletic Director
Accomplishments
- Employee of the Month (11 times)-Bluegreen Vacations
Timeline
Customer Service Supervisor
Fiserv. Bank of America
10.2022 - 10.2023
Call Center Supervisor
Maximus Federal: FEMA
09.2021 - 03.2022
Loan Assistant Supervisor
U.S
01.2021 - 01.2022
Customer Service Representative / CSR
Maximus Federal, Census Survey
01.2020 - 01.2021
Mortgage Loan Counselor / Supervisor
Bluegreen Vacations
01.2002 - 01.2020
Associate of Science - Law (Pre-Law)
Broward Community College
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