Antonio Lee
Summary
Results-driven Supervisor accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviors to provide the best customer service and collections experience for our clients
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
JPM Chase
Tempe, AZ
03.2019 - Current
- Prepared and delivered performance reviews of 25 collections agents to support continuous improvement of department
- Scheduled employees to provide full coverage of incoming and outgoing calls
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers
- Worked closely with repossession agents to coordinate activities
- Worked accounts 0 to 120 days past due
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies
- Investigated and reviewed credit risks and collections
- Identified needs and provided training to clarify expectations of collections agents
- Processed payments and applied to customer balances
- Negotiated to collect balance in full
- Worked in call center environment handling manual and automatically dialed outbound calls
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes
Customer Service Supervisor
JPM Chase
Tempe, AZ
05.2015 - 03.2019
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Coached employees through day-to-day work and complex problems
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues
- Coached team members to deliver hospitable, professional service while adhering to set service models
- Kept abreast of new company products and services to effectively answer questions and resolve complaints
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Compiled and analyzed customer feedback data to develop new strategies and corrective action
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes
- Verified and submitted timekeeping information for accurate and efficient payroll processing
- Reviewed time records for 25 employees to verify accuracy of information
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
- Interviewed, hired and trained new employees for production positions
Customer Service Team Lead
JPM Chase
Phoenix, AZ
10.2013 - 05.2015
- Coached new team members on service techniques and provided scoring through quality assurance program
- Resolved customer service issues using company processes and policies and provided updates to customers
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Trained new team members by relaying information on company procedures and safety requirements
- Worked different stations to provide optimal coverage and meet production goals
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Took on additional job duties during unexpected backlog, resulting in meeting project target date
- Participated in cross-functional team-building activities
Collection Specialist III
American Express
Tempe, AZ
01.2012 - 10.2013
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Worked in call center environment handling manual and automatically dialed outbound calls
- Trained new team members on scripts, company services and collection strategies
- Used scripted conversation prompts to convey current account information and obtain payments
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account
- Achieved performance goals on consistent basis
- Maintained high volume of calls and met demands of busy and productive group
- Used skip tracing and other techniques to locate debtors
- Followed up with customers to collect specific financial information and verify details for preparation of annual 1095 forms
- Notified co-signers of delinquent accounts to assist in collecting payments
- Listened to customers and negotiated solutions that met creditor and debtor needs
Education
BBA - Business
Grand Canyon University
Phoenix, AZ05.2016
High School Diploma -
Betty H Fairfax High School
Laveen, AZ05.2012
Skills
- Report Preparation and Analysis
- Workflow Management
- Special Assignments
- Office Management
- Performance Evaluations
- Positive and Constructive Feedback
- Time Management
- Call Monitoring
- Payroll Administration
- Risk Management
- Debt Ratios
- Client Resolution
- Employee schedule management
- Team Building and Leadership
- Report Generation
- Records Management
- Performance Evaluation
- Delegating Work
Locations
- Tempe, AZ
- Phoenix, AZ
- Laveen, AZ
Timeline
Customer Service Supervisor
JPM Chase
03.2019 - Current
Customer Service Supervisor
JPM Chase
05.2015 - 03.2019
Customer Service Team Lead
JPM Chase
10.2013 - 05.2015
Collection Specialist III
American Express
01.2012 - 10.2013
BBA - Business
Grand Canyon University
High School Diploma -
Betty H Fairfax High School
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