Christopher Delgado
Lawrenceville
Summary
Dynamic and results-driven professional with a strong foundation in time management and problem-solving, consistently recognized for reliability and adaptability. Demonstrates a strong aptitude for quickly learning and applying new skills to enhance team performance and contribute to organizational success. Skilled at navigating complex challenges with a steadfast commitment to driving growth and achieving strategic objectives. Eager to leverage strengths in a collaborative environment, fostering innovation and efficiency to propel the organization forward.
Overview
12
12
years of professional experience
Work History
Digital Platform Support Lead
CITIZENS BANK
04.2021 - 11.2023
- Supervised a remote team supporting online and mobile banking platforms for over 2 million users.
- Managed workflow assignments, tracked KPIs, and ensured service level compliance.
- Provided advanced system troubleshooting, account data corrections, and client verification support.
- Created documentation and internal guides to improve efficiency and training outcomes.
- Collaborated with IT and operations to resolve escalated client and data-entry issues efficiently.
- Remote
- Train Mentor and coach support staff;drive team performance and professional development
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Drive a culture of continuous improvement, proactively suggesting enhancements to platform usability, support processes and user experience
Senior Customer Support Specialist
Investors Bank
06.2015 - 04.2021
- Provided support for online banking, bill pay, and account access issues, resolving 40+ cases daily.
- Processed and verified customer account updates, maintaining accuracy and compliance.
- Supported data migration during platform upgrades; ensured system integrity and quality control.
- Recognized for accuracy and excellent client communication in a fast-paced environment.
- Remote
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Trained new staff on systems and procedures, enhancing team performance and knowledge retention.
- Identified opportunities for process improvements, contributing to increased operational efficiency.
- Managed escalated customer issues, ensuring timely resolutions and maintaining high satisfaction levels.
- Led initiatives to enhance user experience across digital banking platforms, fostering customer loyalty.
- Developed training materials and documentation to support ongoing staff development and compliance adherence.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
Project Manager Help Desk
ETS
02.2014 - 06.2016
- Communicate daily via telephone, e-mail, and chat with schools and testing coordinators to respond to inquiries, with emphasis on diplomacy, tact and sensitivity.
- Implemented project management methodologies to enhance workflow efficiency.
- Developed project plans, timelines, and resource allocation strategies.
- Facilitated stakeholder meetings to align project goals and expectations.
- Assisted Schools Administers, Districts, as well as state leads in regards to the testing materials and scores for the teachers.
Customer Loyalty and Retention Specialist
PRC
07.2011 - 01.2014
- Developed retention strategies that improved customer loyalty and engagement.
- Analyzed customer feedback to identify trends and enhance service offerings.
- Collaborated with cross-functional teams to implement targeted communication campaigns.
- Trained and mentored junior staff on best practices in customer retention techniques.
- Utilized CRM systems to track customer interactions and optimize follow-up processes.
- Executed data-driven initiatives that streamlined workflows and increased operational efficiency.
- Monitored key performance indicators to assess program effectiveness and drive improvements.
- Designed educational resources for customers, fostering stronger relationships and reducing churn rates.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Evaluated current customer retention strategies and recommended improvements.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.• Processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders.
Education
Associate of Applied Science -
Mercer County Community College
Trenton, NJ01-2027
High School Diploma -
Kingston High School
Kingston06-2006
Skills
- Microsoft Excel
- Word
- Outlook
- Teams
- Salesforce
- CRM Systems
- Data Entry
- Reporting
- Digital platform support
- Workflow management
- System troubleshooting
- Account data corrections
- Client verification support
- Documentation creation
Timeline
Digital Platform Support Lead
CITIZENS BANK
04.2021 - 11.2023
Senior Customer Support Specialist
Investors Bank
06.2015 - 04.2021
Project Manager Help Desk
ETS
02.2014 - 06.2016
Customer Loyalty and Retention Specialist
PRC
07.2011 - 01.2014
Associate of Applied Science -
Mercer County Community College
High School Diploma -
Kingston High School