ARVIN AQUINO
Customer Service Administrator
Clearwater,Florida
Summary
Diligent credit administrator with strong work ethic. Possessing exceptional customer service skills and passion for coaching and developing direct reports. Adaptable and skilled in multitasking, proving effective time management. Capable of working independently and collaboratively in diverse environments. Available and open to new opportunities.
Overview
26
26
years of professional experience
Work History
Credit and Corporate Checks Administrator
Macy's Credit and Customer Services, Inc
Tampa, FL
03.2023 - 01.2024
- Displayed strong telephone etiquette, effectively
- Displayed strong telephone etiquette, effectively
- Manage a team of colleagues to deliver a "white-glove" service to both Macy's and Bloomingdale's clients
- Review data to help coach for improvements and reduce call backs and complaints
- Monitor live or recorded calls in NICE program for quality assurance and procedural adherence
- Manage the staff schedules for service coverage
- Monitored operations and reviewed records and metrics to understand company performance
- Set specific goals for projects to measure progress and evaluate end results
- Maintained positive working relationship with fellow staff and management
- Monitored emails, chats, and distributed correspondence accordingly
- Ensured that all paperwork is completed accurately before submission deadlines
- Developed spreadsheets to track colleague stats, progress, and other related data for coaching
- Analyzed key performance indicators to identify effective strategies
- Completed day-to-day duties accurately and efficiently
- Leveraged Microsoft program skills to input and compile data gathered from various sources
- Conducted research on high dollar corporate checks for approvals.
Fraud and Corporate Checks Administrator
Macy's
Clearwater, FL
06.2022 - 03.2023
- Supervised a team of twelve escalation colleagues responsible for addressing escalated fraud issues originating from customer disputes
- Provide support for system access and system trouble shooting to staff members
- Monitor live or recorded calls in NICE program for quality assurance and procedural adherence
- Provide coaching for opportunities of improvement to help with one call resolution
- Maintained positive working relationship with fellow staff and management
- Prepared reports on various projects for management review
- Performed data entry tasks into computer databases from paper documents
- Supported departmental activities by providing clerical help as needed
- Compiled statistical data from a variety of sources for analysis purposes
- Coordinated meetings and conferences
- Monitored emails, sorted mail, and distributed correspondence accordingly
- Developed spreadsheets to track project progress and scorecard data
- Answered telephones to take messages or redirect calls to proper colleagues
- Leveraged Microsoft Office skills to input and compile data gathered from various sources
- Completed day-to-day duties accurately and efficiently.
Credit Escalation Liaison Admin/Corporate Checks Administrator
Macy's/Bloomingdale, Macy's
Clearwater, FL
05.2018 - 06.2020
- Bridge the gap and help provide friction-free transactions for our Macy's and Bloomingdale's stores and clients
- Bridge the gap and help provide friction-free transactions for our Macy's and Bloomingdale's stores and clients
- Manage escalated issues from the stores by finding ways to approve the sales and applications as well as help find a resolution to any billing issues and credit concerns the clients may have
- Research and review high dollar corporate checks decision recommendation
- I interact with third party check services as well as the companies that issued the checks
- Help with escalated calls from the front-line colleagues and direct contacts from Macy's and Bloomingdale's Stores' corporate office
- Point of contact for corporate office partners, customers for any concerns on the customers' account
- Compiled data from multiple sources for use in reports for management review
- Responded promptly to queries from customers or store executives about services provided
- Identify the needs of customers promptly and efficiently
- Completed day-to-day duties accurately and efficiently.
Credit Supervisor
Macy's
03.1997 - 05.2018
- Supervised, coached, and developed up to nineteen colleagues to not only deliver the best customer service, but to advance in their career at Macy's Credit (MCCS)
- Take escalated phone calls
- Pull colleagues stats for coaching and quarterly progress reports
- Review/audit staff attendance record
- Monitor live or recorded calls in NICE program for quality assurance and procedural adherence
- Resolved issues related to billing errors or disputes with customers in a timely manner
- Find opportunities for process improvement within the department
- Reviewed customer credit applications and established credit limits
- Followed banking requirements and government lending regulations
- Recommended approval or disapproval of credit limits based on established criteria
- Trained newly hired credit staff in application processing and credit analysis to detect and curb fraud
- Leveraged Microsoft Office skills to input and compile data gathered from various sources
- Completed day-to-day duties accurately and efficiently.
Skills
- Evaluation Capabilities
- Written Communication
- Proficient in
- Microsoft Office
- Cross-Functional Communications
- Policies and Procedures Implementation
- Oral Communication
- Research
- Investigation
- Kronos Time Keeping
- Technical Support
- Decision-Making
- Problem Solving
- Credit Report Analysis
- Reporting & Analysis
- Employee Supervision
- Personable and Approachable
- Coaching and Developing
- Staff Management
- Customer Service
- Troubleshooting and Diagnosis
- Data Confidentiality
- Attention to Detail
- Continuous Improvement
- Alvaria Software to monitor attendance and time adherence
- Resourceful and Analytical
- Deadline Adherence
- Documentation and Reporting
- MS Office
- NICE Nexidia Program
- Innovis Web
- LexisNexis
Additional Information
- English: , Full Professional Accomplishments Recipient of service award multiple times. Recipient of Presidential award Recipient of VIP award multiple times.
Timeline
Credit and Corporate Checks Administrator
Macy's Credit and Customer Services, Inc
03.2023 - 01.2024
Fraud and Corporate Checks Administrator
Macy's
06.2022 - 03.2023
Credit Escalation Liaison Admin/Corporate Checks Administrator
Macy's/Bloomingdale, Macy's
05.2018 - 06.2020
Credit Supervisor
Macy's
03.1997 - 05.2018
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