Eric Estrada
Bel Air,MD
Summary
Seasoned Contact Center Supervisor with background in overseeing daily operations, ensuring customer service standards and efficiency. Skilled in training and mentoring agents, optimizing workflows, and resolving complex issues. Notable strengths lie in strategic planning, team leadership, performance metrics evaluation, and process improvements to enhance productivity. Have consistently improved client satisfaction rates through effective communication skills and problem-solving abilities.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Contact Center Supervisor
First Financial Federal Credit Union of Maryland
Sparks, Maryland
10.2023 - Current
- Implemented new processes and procedures that improved overall efficiency of the contact center.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw daily operations of the contact center, including staff scheduling and customer service.
- Provided excellent customer service to ensure customer satisfaction and loyalty.
Collection Agency Manager
PayPal, Inc
Hunt Valley, MD
09.2012 - 07.2019
- Facilitated team meetings regularly in order to discuss progress towards goals and objectives.
- Provided guidance on best practices related to product selection and delivery methods.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Managed portfolio of managed services agency partners, providing continuous service support and utilizing regular client feedback to achieve optimal customer satisfaction.
- Conducted meetings with company partners to develop comprehensive understanding of goals and build marketing strategies conducive to success.
- Reviewed monthly and quarterly financial statements to assess ongoing performance and identify avenues to exceed growth objectives and drive operations to improved cost efficiency.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Delivered training sessions for agency partners and in-house team members to provide instruction and cultivate familiarity with company products and technologies.
Assistant Vice President
Bank of America
Hunt Valley, MD
04.1999 - 10.2012
- Mitigated business risks through frequent threat assessments and proactive action plans.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Ensured compliance with established policies, procedures and regulations.
- Prepared staff work schedules and assigned team members to specific duties.
- Identified areas for improvement within the organization and developed strategies for addressing them.
- Provided guidance, support and direction to subordinates in order to achieve organizational goals.
- Developed and implemented strategic plans to achieve company objectives.
- Conducted regular staff meetings to discuss progress on projects and initiatives.
- Monitored departmental performance metrics to ensure objectives were met or exceeded.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Education
Bachelor of Science - Criminal Justice
Towson University
Baltimore, MD05-1996
Skills
- Strong leadership
- Report preparation
- Collections procedures
- Data analysis and modeling
- Performance improvement
- Team management
- Performance monitoring
- Debt recovery expertise
Affiliations
- Championship distance runner within the Baltimore Metropolitan area
- 4th degree member of the Knights of Columbus
- Group leader for men's associationThat Man Is You
Languages
Spanish
Limited
Accomplishments
- Several top performing team awards with both Bank of America and Paypal
- Several top performing leadership awards with both Bank of America and Paypal
- In 2018, recovered $5MM in placed assets back to the company
Certification
- Posses a class B CDL driver's license
References
References available upon request.
Timeline
Contact Center Supervisor
First Financial Federal Credit Union of Maryland
10.2023 - Current
Collection Agency Manager
PayPal, Inc
09.2012 - 07.2019
Assistant Vice President
Bank of America
04.1999 - 10.2012
Bachelor of Science - Criminal Justice
Towson University
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