Summary
Overview
Work History
Education
Skills
Certification
Timeline
background-images
Corey A. Stewart

Corey A. Stewart

Miami,FL

Summary

Experienced operations professional with a strong dedication to efficiency and a track record of over a decade in managing diverse business functions. Skilled in finance, process development, project management, and coordinating department performance to achieve set goals. Adept at leveraging a full spectrum of business knowledge to drive success and deliver results.

Overview

20
20

Years of Professional Experience

10
10

Years of C-Suite Selling and Negotiation

1
1

Certificate for Mortgage Loan Originator

1
1

Certificate for Real Estate

1
1

Certificate for Project Management Foundations

1
1

Certificate for Real Estate

Work History

Banking and Business Blueprint Team Leader

American Express
02.2023 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
  • Lead and assist with projects, working closely with Senior Product Managers and Executives
  • Assist our Compliance and Global Business Integration team with Colleague Help Center articles, for Rewards Checking and American Express Savings
  • Identify adverse trends through call listening and daily performance, creating awareness and sharing details with Technology and Production Analysts
  • Evaluate team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise

Banking Operations Support Specialist

American Express
06.2022 - 02.2023
  • Manage our skill-based communities (Banking and Business Blueprint / Credit Card Servicing), enabling best practices by sharing across teams to increase overall Colleague performance and proficiency
  • Build strong and credible partnerships with SMEs across the business to support effective program implementations
  • Provide analytic support and insights to better understand trends to help drive improvements through analysis
  • Evaluated new technologies and tools for potential integration into the operations support framework, recommending solutions that led to increased efficiency and cost savings
  • Identified areas for improvement in current processes, proposing innovative solutions that led to cost savings and increased efficiency
  • Improved team efficiency through regular training sessions on software updates and new procedures

Banking Customer Care Professional

American Express
01.2022 - 06.2022
  • Demonstrate personal excellence in all task and responsibilities for every Card Member
  • Recommend process improvements and/or changes to achieve first call resolution
  • Network with other departments and customer groups to deliver quality service and support new product launches and promotions
  • Complete all transactions agreed with the Card Member and adhere to all timelines and deadlines set
  • Conduct root cause analysis of incoming correspondence/emails/calls to recommend changes in workflows, procedures, servicing levels, based on customer’s demands
  • Contribute toward team goals by strictly managing individual productivity targets

Rotational Coach

American Express
09.2021 - 01.2022
  • Provide effective coaching and development
  • Drive performance by conducting calibration sessions, coaching behaviors to help improve metrics
  • Interact with Learning Specialist to help with class morale and suggest appropriate learning solutions
  • Conduct root cause analysis of incoming correspondence/emails/calls to recommend changes in workflows, procedures, servicing levels, based on customer’s demands

Platinum Customer Care Professional

American Express
11.2019 - 01.2022
  • Demonstrate personal excellence in all task and responsibilities for every Card Member
  • Suggest process improvements and/or changes to achieve first call resolution
  • Work with other operation departments and customer groups to deliver quality service and support new product launches and promotions
  • Conduct root cause analysis of incoming correspondence/emails/calls to recommend changes in workflows, procedures, servicing levels, based on customer’s demands
  • Responsible for ensuring excellent scores on external customer survey satisfaction
  • Deliver exceptional quality service while maintaining acceptable metrics, adding value to expand Amex portfolio

Credit Risk Professional (High Balance)

American Express
04.2020 - 04.2021
  • ,Handle high-volume inbound/outbound calls on past due accounts in a dialer environment, up to balances that can exceed 100k
  • Negotiate, collect, and resolve accounts using effective communication skills and a consultative approach to encourage future card usage
  • Utilized negotiation and influencing abilities by offering our Small Business and Consumer Card Members solutions, using products and services from the American Express Portfolio
  • Managed calls in a timely and efficient manner while following established credit procedures
  • Performed at a high level, meeting standards and quality goals within department, negotiating payments

Platinum Team Leader

American Express
11.2017 - 11.2019
  • Deliver tailored, inspirational, and effective coaching to 12+ Platinum Customer Care Professionals
  • Support department-wide escalation program by assisting with escalation procedure for Platinum department, while coaching de-escalation and first contact resolution techniques
  • Initiate process improvements by identifying Customer First and call handling behaviors, by offering solutions and successfully implementing ideas to enhance customer experience
  • Motivate, calibrate and inspire Customer Care Professionals to provide daily premium services
  • Work with Leaders, Directors and Executive Leadership by calibrating together to achieve positive first call resolution results
  • Analyze performance management data and identifying opportunities to further drive customer satisfaction, service levels, value generation, schedule adherence and probability

Platinum Customer Care Professional

American Express
02.2017 - 11.2017
  • Demonstrate personal excellence in all task and responsibilities for every Card Member
  • Suggest process improvements and/or changes to achieve first call resolution
  • Work with other operation departments and customer groups to deliver quality service and support new product launches and promotions
  • Conduct root cause analysis of incoming correspondence/emails/calls to recommend changes in workflows, procedures, servicing levels, based on customer’s demands
  • Responsible for ensuring excellent scores on external customer surveys
  • Deliver exceptional quality service while maintaining acceptable metrics, adding value to expand Amex portfolio

Supervisor/Manager

SITEL
08.2015 - 05.2016
  • Manage a team of 100 + employees for Capital One Fraud Resolutions
  • Provide quality assurance for 25 + fraud cases per day
  • Review and approve all request for scheduling, vacations and PTO based on scheduling adherence
  • Administer and track leave programs including Short Term Disability, FMLA, and personal leaves
  • Reconcile any fraud disputes with quality team, utilizing management expertise and quality parameters
  • Conduct new hire interviews
  • Utilize retention methods to help decrease attrition
  • Create and maintain achievable goals to help cases per hour increase from 2.5 to 5 cases per hour
  • Facilitate new hire orientation and/or training class when needed

Team Manager

Interactive Response Technologies
07.2008 - 08.2009
  • Lead a team of 15 + Customer Service Representatives
  • Support the customer service team by effectively scanning calls utilizing NICE Performance
  • Provide support by creating incentive plans to help meet the T-Mobile quality goal of 3.25
  • Interview and recommend candidates to various hiring departments within the company
  • Create individual and team-based Action Plans to help improve overall goals
  • Review and approve any escalated credits placed on customer accounts
  • Investigate suspicious activity on customer calls and/or accounts

Operations Manager

Precision Response Corporation
01.2007 - 03.2008
  • Manage a team of 100 + employees and five Team Managers on the YUM! Brands account
  • Budget and manage the cost per call to help meet our Client’s billing expectations, by creating first call resolution action plan(s)
  • Create a budgeting and scheduling plan to assist spiked call volumes, based on the year over year report
  • Implement new ideas and creative ways to stay successful within service level intervals and occupancy
  • Play a significant role in long term planning, including an initiative geared towards operational excellence

Quality Assurance Supervisor

Precision Response Corporation
12.2006 - 01.2007
  • Lead a team of 15 + Quality Assurance Representatives for DirecTV Mainbank
  • Incorporated Mainbank Academy to help improve the DirectTV’s overall quality expectations
  • Ensure all representatives were utilizing an effective method of scanning by conducting side by side scans, in addition to NICE Performance call monitoring
  • Implement incentives based on quality and production

Quality Assurance Representative

Precision Response Corporation
09.2005 - 12.2006
  • Responsible for client monitoring of 80+ customer representatives
  • Provide coaching and development for 80+ YUM! Brand Customer Maniacs
  • Utilize an effective method of scanning by conducting side by side scans, in addition to NICE Performance call monitoring
  • Implement incentives based on quality and scan total to help meet our overall 94% quality goal
  • Lead weekly calibration calls with YUM! Brand Clients
  • Help create First Contact Resolution with members of Leadership

Education

Business Administration And Management

Miami Dade College
Miami, FL

Skills

  • Banking Operations Proficiency
  • Budget Planning
  • Client Relationship Management
  • Consulting
  • C-Suite
  • Customer Satisfaction
  • Employee Development
  • FinTech
  • Fraud Resolution/Fraud Prevention
  • Negotiation
  • Operations Management
  • Project Management
  • Quality Assurance
  • Risk Assessment
  • Sales
  • Strategic Planning
  • Technology
  • Workforce Management

Certification

Real Estate

Mortgage Loan Originator

Strategic Selling

Project Management Foundations

Customer Service Strategy

Timeline

Banking and Business Blueprint Team Leader

American Express
02.2023 - Current

Banking Operations Support Specialist

American Express
06.2022 - 02.2023

Banking Customer Care Professional

American Express
01.2022 - 06.2022

Rotational Coach

American Express
09.2021 - 01.2022

Credit Risk Professional (High Balance)

American Express
04.2020 - 04.2021

Platinum Customer Care Professional

American Express
11.2019 - 01.2022

Platinum Team Leader

American Express
11.2017 - 11.2019

Platinum Customer Care Professional

American Express
02.2017 - 11.2017

Supervisor/Manager

SITEL
08.2015 - 05.2016

Team Manager

Interactive Response Technologies
07.2008 - 08.2009

Operations Manager

Precision Response Corporation
01.2007 - 03.2008

Quality Assurance Supervisor

Precision Response Corporation
12.2006 - 01.2007

Quality Assurance Representative

Precision Response Corporation
09.2005 - 12.2006

Business Administration And Management

Miami Dade College

Similar Profiles

CREATE PROFILE
Corey A. Stewart