Bobby Vereen

• Coordinated multiple construction projects, ensuring proper resource allocation and efficiencies for clients and points of contact, improving project efficiency by 18%.
• Monitored Division 10 project elements, aligning with construction plans and key schedule milestones, maintaining project timelines, reducing delays by 19%.
• Provided contract execution assistance, updating tasks and change orders, ensuring seamless project operations, increasing task completion rate by 21%.
• Developed project plans by assessing risks, timelines, and resource requirements for successful execution.
• Streamlined workflows by implementing best practices in project management methodologies and tools.
• Coordinated project schedules and resource allocation to optimize efficiency and meet deadlines.
• Facilitated communication among stakeholders to ensure alignment on project goals and deliverables.
• Managed documentation and reporting processes to maintain accuracy and compliance with industry standards.
• Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
• Created job files for each project and maintained current data in each file.
• Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
• Responded to requests for information on materials to inquiring parties.
• Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
• Maintained open communication by presenting regular updates on project status to customers.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Streamlined procurement processes for project resources, cutting down on delays and fostering smoother project execution.
• Negotiated contracts with vendors to secure cost-effective services and materials, positively impacting budget adherence.
• Enhanced project scope definition processes, resulting in clearer project objectives and expectations from outset.
• Photocopied, distributed and emailed documents to project managers.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Prepared meeting agendas and minutes for distribution and record keeping.

• Supported Consumer, Small Business, and Private Wealth Clients with products specifically tailored to their respective banking needs.
• Assisted with onboarding coordination / recruitment duties such as conducting interviews, I-9 processing, new hire orientation, new hire on site and virtual training, new hire transitioning on job training.
• Ensured direct feedback and alignment communication was conducted with 20-35 full time onsite and telecommuter employees via observational coaching, live listening of call interactions, one on one discussions, and team meetings in person or through Microsoft Teams discussions.
• Project leader of engagement-related activities and events as aligned with the company’s Purpose, Mission, and Values initiatives.
• Responsible for Quality KPI related live listening, evaluations, and follow-up discussions with all direct reports regarding their alignment with Quality expectations and any coaching opportunities.
• Provided on-floor and MS Teams chat assistance to all Customer Service representatives and peer supervisors.
• Undertook escalated situations and mentors peer supervisors in the capacity of senior service team manager.
• Spearheaded action steps to ensure active semi-yearly active performance reviews were created and conducted with direct reports.
• Completed related Workday time management on a weekly basis and administrative requests as needed. This included review and approval of time entries, sick and time off requests, semi-annual and annual performance reviews, and disciplinary actions.
• Developed and implemented workflow improvements, resulting in increased efficiency across the department.
• Monitored performance metrics to identify trends and drive continuous improvement initiatives.
• Facilitated regular team meetings to address challenges, share best practices, and boost morale.
• Collaborated with management to establish operational goals aligned with organizational objectives.
• Resolved escalated customer issues by employing conflict resolution skills and ensuring timely follow-up.
• Analyzed call data to inform training needs and optimize resource allocation within the team.
• Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
• Partnered with management on strategic initiatives aimed at enhancing overall business effectiveness through improved customer engagement and team performance.
• Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
• Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
• Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
• Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success.
• Communicated frequently and openly to motivate team members and drive goal achievement.
• Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
• Coached team members regarding call strategy to effectively reach targets and foster customer retention.
• Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
• Improved customer satisfaction ratings by consistently providing high-quality support and addressing customer concerns in a timely manner.
• Conducted periodic surveys with customers and potential customers to increase quality.
• Delivered exceptional results under tight deadlines by prioritizing tasks effectively while maintaining excellent attention to detail.
• Assisted with recruitment efforts by participating in interviews, helping to select top talent to join the call center team.
• Leveraged advanced problem-solving skills to address customer inquiries quickly and effectively, leading to increased satisfaction rates.
• Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
• Developed comprehensive training materials for new hires, resulting in faster onboarding and smoother integration into the team.
• Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
• Oversaw call-monitoring, coaching, performance and corrective action for all team members.
• Managed scheduling and shift rotations, ensuring adequate staffing levels to maintain optimal call center performance.
• Promoted a culture of continuous learning, providing ongoing training opportunities and resources for call center team members.
• Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
• Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
• Fostered a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
• Provided knowledge and resources to prepare each team member for success and top performance.
• Prioritized team and individual goals to effectively achieve business objectives.
• Adapted call center operations in response to evolving business needs, ensuring seamless transitions during periods of change and growth.
• Ensured compliance with company policies and industry regulations through diligent oversight of daily call center operations.
• Assisted in training, motivating and coaching team members to meet required center goals.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Trained team members on performance metrics and consumer behavior identification.
• Developed process controls and metrics for daily management of call center.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
• Kept records of calls placed and charges incurred.
• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Placed orders, located products and services and troubleshot issues to meet customer needs.
• Received incoming calls and paged individuals and departments over PA system.
• Connected callers with appropriate professional, department, or business.
• Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
• Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
• Monitored call volume, call length and other related metrics and consistently met objectives.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Created team rotations to man center effectively during peak hours.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Executed Monthly Performance Plans with representatives to to identify production gaps.

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• Led team to enhance customer satisfaction through effective communication and problem-solving strategies.
• Trained and mentored new staff on call handling techniques and customer service protocols.

• Led and managed a team of 15 Customer Service Professionals, processing approximately 6,000 insurance change requests monthly, ensuring high-quality standards and meeting turnaround time expectations.
• Analyzed, reported, and distributed inventory of 12,000 requests monthly, achieving timely processing and improving operational efficiency by 10%.
• Assisted 20-25 clients monthly with escalated disputes, enhancing customer satisfaction rates by 7% through effective resolution strategies.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Proved successful working within tight deadlines and a fast-paced environment.
• Developed and maintained courteous and effective working relationships.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Strengthened communication skills through regular interactions with others.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Paid attention to detail while completing assignments.
• Organized and detail-oriented with a strong work ethic.
• Managed time efficiently in order to complete all tasks within deadlines.
• Worked flexible hours across night, weekend, and holiday shifts.
• Passionate about learning and committed to continual improvement.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked well in a team setting, providing support and guidance.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.

• Company Overview: Please note that I began my career with AT&T as a Customer Service Representative and received promotions throughout my tenure with the company as shown below. Also please note that the company went through the following company ownership change through various mergers in the following sequential order: Vanguard Cellular Systems, AT&T Wireless, Cingular Wireless, AT&T.
• (2013-2014) - Business Customer Services Team Manager
• (2012-2013) - BMCC LEAP Leadership Performance Coaching Training Champion
• (2007-2012) - Business Customer Services Team Manager
• (2005-2007) - Leader Internship Program Team Manager Graduate
• (1999-2005) – Operations Specialist
• (1994-2005) – Customer Service Representative
• Please note that I began my career with AT&T Mobility as a Customer Service Representative and received promotions throughout my tenure with the company as shown below. Also please note that the company went through the following company ownership change through various mergers in the following sequential order: Vanguard Cellular Systems, AT&T Wireless, Cingular Wireless, AT&T.