DIOGENES MELENDEZ JR

Maryland Department of Labor – Unemployment Insurance

• Supervised staff within two operations departments a total of 1,300+ Employees.
• Maintain proper employment levels through selecting, interviewing, and training of personnel, conduct performance management activities within each assigned area of responsibility.
• Maintain high levels of performance for customer service metrics including call answer rate, call quality, customer service ratings, order accuracy, etc.
• Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality, work on creating SOP’s for project.
• Maintain effective inventory control processes which includes inspecting and maintaining quality and standards of goods and supplies.
• Create reports, metrics, and budget plans for the organization, as assigned.
• Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence.
• Creates and executes plans for expense management, staffing, service, technology, and process improvements.
• Develop, coach, and motivate Service and Call Center Managers and front-line/Back-line leadership to improve and measure performance and foster a customer focused culture, manage 16 Call Center Front Line Group Leads Teams along with their 52 supervisors, 30 agents per team.
• Fosters an inclusive work environment that promotes associate engagement and development at all levels using the performance management process.

Maryland Department of Labor – Unemployment Insurance

• Supervised staff within two operations departments a total of 1,300+ Employees
• Maintain proper employment levels through selecting, interviewing, and training of personnel, conduct performance management activities within each assigned area of responsibility
• Maintain high levels of performance for customer service metrics including call answer rate, call quality, customer service ratings, order accuracy, etc
• Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality, work on creating SOP’s for project
• Maintain effective inventory control processes which includes inspecting and maintaining quality and standards of goods and supplies
• Create reports, metrics, and budget plans for the organization, as assigned
• Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence
• Creates and executes plans for expense management, staffing, service, technology, and process improvements
• Develop, coach, and motivate Service and Call Center Managers and front-line/Back-line leadership to improve and measure performance and foster a customer focused culture, manage 8 Call Center Front Line Group Leads Teams along with their 52 supervisors, 30 agents per team
• Fosters an inclusive work environment that promotes associate engagement and development at all levels using the performance management process.

• Responsible for the overall management of one of the second shift teams and carry out supervisory responsibilities in accordance with bank policies, procedures, and regulatory guidelines
• Proactively engaged and assisting in the management and servicing of customers through quick client resolution and correspondence with bank-office support as well as through the organization
• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies
• Answering agent questions regarding best practices or difficult calls
• Identifying operational issues and suggesting possible improvements
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Preparing reports and analyzing data to assist management as they determine call center goals
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Develop productivity projects to further enhance the performance of call center policies & procedures.

• Develop, implement, and manage sales plan and process to achieve goals by assigning individual sales goals and monitoring progress towards the achievement of these goals
• Providing direction and coaching to Financial Services staff concerning pro-active sales techniques/activities, timing of campaigns and measurement of results
• Responsible for hiring, performance improvement plans, training and motivating staff to maximize their potential and improve retention
• Analyzed performance levels and implemented effective solutions for improvement of home loans sales by managing the aspects of delivering the guest experience that reflects “Best in Class” Service
• Foster teamwork in Branch through collaboration with Customer Service Managers and or Lead Customer Service Associates
• Champion a sales environment that supports financial planning techniques and profitable relationship growth by utilizing available tools to identify customer needs by segment, isolate areas of concern and apply appropriate solutions
• Work with Commercial Banking to retain and enhance existing small business customers
• Developed plans with Market Manager to proactively seek new small business relationships
• Mortgage Champion for the New York Market – 3.1MM in Applications on current pipeline
• Use LoanQuest to submit mortgage/consumer loan applications, work closely with underwriters to ensure all loan documentation was properly submitted in accordance to policy and procedures.

• Responsible for the overall management of branch operations and carry out supervisory responsibilities in accordance with bank policies, procedures and regulatory guidelines
• Proactively engaged and assisted in the management and servicing of customers through quick client resolution and correspondence with bank-office support
• Assist Branch Manager with the sales and on boarding of new and existing customers to ensure they are set up with the best products and services that meet their needs
• Seed additional opportunities to better service and expand existing relationships by networking, prospecting clients
• Community engagement events collaborating with COI's & Community Leaders
• Perform various administrative duties as directed
• Managed mortgage referrals, small business pipeline, consumer lending & home equity pipelines up to 10MM in applications
• Assist in creating a strong sales, service and operation culture, fostering an environment in which all branch employees and segment partners excel and achieve scorecard goals
• Support portfolio growth by coaching Tellers & Retail Banking Representatives to effectively identify referral opportunities and perform sales/referral activities.

• Responsible for all aspects of managing the operations of the branch on 1st
• Avenue and 28th St
• Hired trained and coached tellers & personal bankers on the usage of sales tools and customer service excellence
• Conducted observational coaching & on-the-spot coaching
• Utilized sales tools – Citimax, Cross-Sell, & KDS (Customer Service Inquiries) coaching to drive performance to plan
• 100% (KDS) Customer Satisfaction from tellers & personal bankers - '14
• Managed mortgage applications, small business pipeline, consumer lending & home equity pipelines up to 5MM in applications
• Support portfolio growth by coaching Tellers to effectively identify referral opportunities and perform sales/referral activities
• Develop high performing tellers in order to build bench strength.

• Responsible for managing all aspects of a denovo branch in the washington heights area of New York City, including operations, business development, market penetration and brand introduction
• Implementation of project plans to grow core deposits
• Hired and coached a staff of 17 FTE
• Grew core deposits by 175MM- '12 - '14
• Managed my own mortgage, small business pipeline, consumer lending & home equity pipelines up to 2MM in applications
• Number 1 Denovo in the Westside Manhattan/ Bronx Region on WIN report – 218% of goal - '12
• Initiated and serviced loans through LoanIQ software, submitted mortgage/consumer/commercial loan applications, work closely with underwriters to ensure all loan documentation was properly submitted in accordance to policy and procedures.