Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Damien Contarino

Huntington,NY

Summary

Dynamic, results-oriented supervisor dedicated to optimizing service procedures and enhancing team efficiency. Proven track record of delivering exceptional customer satisfaction, fostering loyalty, and implementing effective retention strategies. Skilled in exercising sound judgment to align the needs of customers, employees, and organizational goals. Committed to driving continuous improvement and cultivating a high-performance work environment.

Overview

4
4
years of professional experience

Work History

Assistant Team Lead

Apple Bank
05.2024 - Current
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Resolved escalated issues quickly and professionally, ensuring customer satisfaction while maintaining company standards.
  • Assisted the Team Leads with most managerial tasks.
  • Monitored agent calls for coaching opportunities.
  • Coached agents based on call monitoring and company metrics to improve performance.
  • Worked on multiple projects on behalf of management.
  • Assisted agents with various questions and concerns on the supervisor's help line.
  • Assisted branches and agents with various questions and concerns on the Help Desk and Visa Help Desk line
  • Assigned skill sets to myself and others to handle specific call queues based on call volume
  • Led the shift on Saturdays, becoming responsible for scheduling and managing agents to handle the weekend call volume.
  • Proficient in data entry on Microsoft Excel and Word.

Customer Line Representative

Apple Bank
10.2021 - 05.2024
  • Mastered all skills for levels I-III
  • Managed high volumes of inbound and outbound customer calls.
  • Educated customers on new banking products and alternative solutions.
  • Mediated with irate customers to assist them with their needs and show them a remarkable experience.
  • Participated in nesting new agents to assist in nurturing their growth.
  • Submitted and brought attention to various customer complaints and inquiries.
  • Proficient use of both MISER S1 and FIS software.
  • Assisted in keeping the call queue within business standards.
  • Proficient in the Visa Service system.
  • Increased customer satisfaction by addressing and resolving complaints promptly.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Used more advanced systems to assist customers, such as Q2 Central and FIS Bill Pay.
  • Accomplished tasks designated for management.

Education

Associate of Science - Business Administration

Southern New Hampshire University
South Hooksett, NH
07-2025

High School Diploma -

Thomas A Edison
Jamaica, NY
05.2017

Skills

  • Team leadership
  • Results-driven
  • Process optimization
  • Proficient in resolving disputes
  • Project management
  • Proficient in Microsoft Office Suite
  • Employee development
  • Customer focused

Awards

• Awarded the Top Assistant Team Lead award for 2024.
• Awarded the Top Quality Monitoring Score award for 2023.

Timeline

Assistant Team Lead

Apple Bank
05.2024 - Current

Customer Line Representative

Apple Bank
10.2021 - 05.2024

Associate of Science - Business Administration

Southern New Hampshire University

High School Diploma -

Thomas A Edison