Christopher Stanley
Buffalo
Summary
Service quality professional with strong background in ensuring high standards and delivering impactful results. Skilled in quality assurance, process improvement, and customer satisfaction. Known for fostering team collaboration and adapting to changing needs to achieve objectives efficiently. Respected for reliability, leadership, and results-driven approach.
Overview
7
7
years of professional experience
Work History
Service Quality Manager
TEC Services
Buffalo, NY
08.2025 - 05.2026
- Led quality assurance initiatives to enhance service delivery and customer satisfaction.
- Developed and implemented training programs to improve staff performance and compliance with service standards.
- Analyzed customer feedback to identify trends and drive continuous improvement in service processes.
- Spearheaded initiatives that aligned service quality objectives with organizational goals, driving strategic improvements across departments.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Spearheaded the development of a comprehensive Service Quality Manual, outlining best practices for staff members to follow consistently.
- Collaborated with cross-functional teams to streamline operations and enhance overall service efficiency.
Buffalo Multi - Site Area Supervisor
Janitronics Inc
Buffalo, NY
12.2023 - 08.2025
- Managed client contracts for commercial cleaning with Janitronics.
- Handling multiple account(s) daily and fully managing them thoroughly
- While also head spearing any employment changes and implementing processes to created great cleaning services, this job requires me to be actively involved in the hiring/firing process, training, and payroll, while managing day to day with each employee
- Handling the day to day with employees
- Giving them directives on how to manage their workload and tasks properly, while giving constructive feedback on better work methods
- Responsible for mentoring and training all employees and staff
- Also to implement changes as needed to show positive results
- Assist leadership with planning, developing, and implementing new contracts with new business ventures with clients, also following up on client weekly while building rapport with them
- Participate in project teams and committees to advance operational Strategies and initiatives
- Participate and assist with onboarding activities for new employees
- Leading all decision making for hiring and termination disputes
- Following protocol and company processes for active and effective disciplinary issues or concerns
- Assist with Quality Assurance tasks as directed by management, while Implementing new training tactics, resolving any issues or employee issues/concerns
- Manages and approves payroll daily while maintaining budget and conserving company resources by implementing strategic cost cutting measures
- During my yearly review the company saved 48.00% of labor and supplies margins, due to effective staffing and properly handling of supplies
- Resolved service-related issues through effective problem-solving during client interactions.
- This includes helping with projects and new construction cleaning
Lead Health Information Specialist
Erie County Medical Center
Buffalo, NY
03.2023 - 11.2023
- In this position, I was responsible for processing all releases of information (ROI) specifically medical record requests in a timely and efficient manner, ensuring accuracy and providing customers with the highest quality product and customer service
- Safeguard and protect the patient's right to privacy by ensuring that only authorized individuals have access to the patient's medical information and that all releases of information are compliant with the request, authorization, company policy, and HIPAA regulations
- Responsible for mentoring and training health information specialists' (HIS) staff and providing reports to the manager and the facility
- Assist leadership with planning, developing, and implementing departmental or regional projects
- Participate in project teams and committees to advance operational Strategies and initiatives
- Participate and assist with onboarding activities for new employees
- Assist with Quality Assurance tasks as directed by management
- Prepares new patient charts, gathering documents and information from paper sources and electronic health records
- Creates digital images of paperwork to be stored in the electronic medical record
- Responds to requests for patient records, both within the facility and by external sources, retrieving them and transmitting them appropriately
Supplier Relations Operations Coordinator
Kickfurther Inc
Buffalo, NY
01.2022 - 03.2023
- Helps with the due diligence and underwriting process for deals on the platform
- Primarily communicate with business partners and there to validate the cost and timing of sales orders
- Work with the Operations Department and Sales on completing deals within a designated timeframe
- Liaison between departments and clients while maintaining quality work
- Communicating directly with businesses and their suppliers to better understand timing, costs, quantities, and item details listed on sales orders
- Ensure that suppliers answer key questions completely and promptly
- Work closely with the sales team to ensure that items listed in consignment opportunities are representative of the confirmed sales orders
- Complete due diligence checks related to supplier trust and product accuracy
- Upload appropriate documentation into the platform, including registration documents, invoices, and certifications
- Educate businesses on the supplier verification process as well as walk them through portions of the platform such as linking their bank account
- Look for problem areas in the process and opportunities for improvement
- Facilitate payouts to suppliers and reimbursements to businesses
- Create and implement new policies for better work efficiency and workflow
- Working closely with small and medium-sized business owners to get their inventory funded
- Keeping retention rates low and KPIs high and making sure all processes are handled within the rules of the company
- Research and review the company's documents to make sure they well well-suited for the company while protecting the company's best interest and getting deals completed
Remote State Adjudicator (Claims)
Maximus Federal Service
Remote
01.2021 - 12.2021
- Research and work unemployment claims within a specified deadline
- Pandemic Unemployment Assistance (PUA) claims / Incarceration claims / Weekly Benefit Amount (WBA) issues
- Researching/understanding/making decisions about claims
- Duties include providing information and assistance to customers by receiving and processing information and assisting or directing customers in implementing and completing necessary steps to resolve claims
- Follow state regulations and Guidelines with constant daily changes without losing the quality of work
Fraud Investigation Specialist (Team Lead)
Hi Operator, Inc.
Buffalo, NY
03.2019 - 06.2020
- Consistently demonstrated ownership while resolving complex customer service issues
- Researched fraud claims from partner merchants and customers
- Maintained standards of customer focus
- Facilitated escalation of issues to appropriate internal partners
- Created and implemented a performance scorecard that management utilized to make sound personnel decisions
- Managed fraud work queues which led to a 20% reduction in invalid referrals
- This allowed victim cases to be investigated and addressed promptly
- Identified fraudulent activity on customers' tax returns by being proficient with all fraud systems used for assigned job functions
- Addressed identity theft and advised recommended actions to take to clear their credit and protect against future fraud
- Researched, resolved, documented, and responded to customers regarding fraud
- Ensure that all chargeback activities are handled by statutory requirements
- Predicted levels of fraud risk and developed procedures to control fraud risk and maximize profit
- Responsible for managing monitoring and coordinating fraud risk management projects
- Performs research on customer disputes regarding electronic transactions including ACH, Credit Card, Debit Card, ATM/PIN, and Internet Banking/Bill Pay using a variety of systems
- Responsible for issuing provisional credit, processing chargebacks, processing letters, and handling incoming re-presentments and arbitration cases
- Ensure compliance with Regulations E and Z while working on claims
Collections Agent & Trainer
Capital Management
Buffalo, NY
09.2019 - 05.2020
- Company Overview: Bank of America Project
- Monitor accounts to identify outstanding debts
- Investigate historical data for each debt or bill
- Find and contact clients to ask about their overdue payments
- Take actions to encourage timely debt payments
- Process payments and refunds
- Resolve billing and customer credit issues
- Update account status records and collection efforts
- Report on collection activity and accounts receivable status
- Creating and advising new employees on policies and procedures
- Train employees and update them on new procedures and policy updates from the client
- Analyzing data, and financial billing of customers to create the best outcome for debt management
- Working in a fast-paced environment, with changes daily
- Auditing calls and listening to employee's recordings, while creating an action plan to improve customer service
- Bank of America Project
Education
Bachelor's Degree - Business Administration
Bryant & Stratton College
05-2023
Associate Degree - Accounting
Bryant & Stratton College
08-2020
Regents High School Diploma -
Cheektowaga Central High School
06-2018
Skills
- Customer service oversight
- Continuous improvements
- Workforce planning
- Employee performance management
- Employee engagement
- Multi-unit management
- Staff training and development
- Customer satisfaction measurement
- Innovation and creativity
- Compliance monitoring
- Problem-solving aptitude
- Team management
- Task delegation
Community Service
- Volunteer Worker, Assisted with coaching, scheduling, and cultivated a fun environment of teamwork, good sportsmanship, and responsibility.
- Fundraising Volunteer, Assisted with raising funds and generating awareness by providing information on the purpose and benefits of fundraising.
Timeline
Service Quality Manager
TEC Services
08.2025 - 05.2026
Buffalo Multi - Site Area Supervisor
Janitronics Inc
12.2023 - 08.2025
Lead Health Information Specialist
Erie County Medical Center
03.2023 - 11.2023
Supplier Relations Operations Coordinator
Kickfurther Inc
01.2022 - 03.2023
Remote State Adjudicator (Claims)
Maximus Federal Service
01.2021 - 12.2021
Collections Agent & Trainer
Capital Management
09.2019 - 05.2020
Fraud Investigation Specialist (Team Lead)
Hi Operator, Inc.
03.2019 - 06.2020
Associate Degree - Accounting
Bryant & Stratton College
Regents High School Diploma -
Cheektowaga Central High School
Bachelor's Degree - Business Administration
Bryant & Stratton College