Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Blaine Moyle

Des Moines,IA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Senior Client Support Representative

SHAZAM
11.2010 - Current
  • First line contact with financial institutions for questions, concerns, and comments including debit cards, ATMs, chargebacks, merchants, account balancing, and technical assistance with PCs both by telephone and email inquiries and ensuring resolving in a timely manner
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Project management for Client Support, testing of new products and creating training materials for new products
  • Review and update merchant and ATM manuals for client support to ensure accuracy of information being provided as well as most recent topics are available
  • Logging accurate records of discussions or correspondence with customers
  • Act as a point of escalation during the day for other reps that require additional assistance or research with merchant or ATM calls
  • Directly assist callers that request further escalation for more information or explanation to reach a resolution
  • Open internal service requests to other departments requiring research beyond what client support can provide and following up with these departments to ensure issues are resolved with expedience
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new staff on operating procedures and company services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Assistant Store Manager

McDonald's
04.2000 - 10.2010
  • Hiring new staff for all areas of the store to maintain a crew of 65 or greater
  • Training and development of new and current staff for both food safety standards and McDonald's standards for customer service as well as keep employee turn-over at a low level
  • Creating schedule for crew and management on a weekly basis to ensure proper staffing levels during peak periods while monitoring labor costs and sales trends on a daily/weekly/monthly basis
  • Maintained appropriate stock levels for a million-dollar sales restaurant while assuring excellent product turn-over by inventorying, anticipating business volume, and ordering weekly resupply shipments
  • Ensure quality, service and customer satisfaction by interacting with customers both in store and on the phone, and addressing any areas of concern
  • Monthly coaching and raise reviews with employees to identify areas of strength and improvement as well as find potential crew trainers and managers
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.

Human Resources Specialist

Sears Holdings Corporation
10.2007 - 06.2009


  • Responsible for compliance to HR policies and practices as well as federal, and state laws and regulations governing employment
  • Process and record time punch reports of all store associates to ensure timely and accurate pay
  • Meet with store management to set goals for associates and assist in disciplinary action and filing of related documentation
  • Maintain store wide cash control by counting entering daily overs and shorts for all registers
  • Weekly scheduling of up to 40 employees to ensure proper staffing levels during all hours
  • Responsible for store wide cash control and daily vault counting and data entry
  • Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
  • Coordinated employee training programs to boost skills development and improve overall performance.

Education

High school or equivalent -

NONE - English, Secondary Education

Iowa State University
Des Moines, IA
01-2002

None -

University of Northern Iowa
Cedar Falls, IA
01-2000

Skills

  • Labor Cost Analysis
  • Writing Skills
  • Team Management
  • Human Resources
  • Curriculum Development
  • Forecasting
  • Customer Sales Support
  • Talent Acquisition
  • Relationship building
  • Banking Operations Knowledge
  • Budgeting
  • Instructional design
  • Training & Development
  • Customer Support Experience

Certification

  • Certification in teaching adults, 03/01/20
  • Corporate Trainer Certified (CTC), MANAGEMENT AND STRATEGY INSTITUTE, 05/01/19

Timeline

Senior Client Support Representative

SHAZAM
11.2010 - Current

Human Resources Specialist

Sears Holdings Corporation
10.2007 - 06.2009

Assistant Store Manager

McDonald's
04.2000 - 10.2010

High school or equivalent -

NONE - English, Secondary Education

Iowa State University

None -

University of Northern Iowa

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Blaine Moyle