Joseph H. Pasquale

Interact with customers by effectively using customer engagement strategies and model desired behavior for the rest of the team.

Provide peer to peer feedback on processes and standards, serving as the escalation point to assist associate peers in solving customer issues, where appropriate.

Contribute to continuous improvement of the customer experience and operations by participating in the development of new associates.

Help identify and communicate barriers and trends that contribute to the customer and associate experience and support the management team in the building.

• Followed procedures at all times for personal and team safety.
• Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
• Maintained compliance with company safety policies and called violations to attention of management.
• Picked and packed order items.
• Kept work areas neat, clean and free from debris.
• Worked as a learning ambassador teaching new associates.

• Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
• Set up, stored and updated customer files, department records and regulatory paperwork.
• Verified credit histories, personal references and employment backgrounds for each applicant.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Reviewed and validated details of loan applications and closing documentation.
• Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.

• Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
• Complied with established internal procedures by examining reports, processes and documentation.
• Participated in interviews, performed observations and evaluated pertinent information to supplement audit findings.
• Gathered and analyzed financial data to determine improvement efforts.
• Completed audit papers by thoroughly documenting audit tests and findings.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Devised processes to boost long-term business success and increase profit levels.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Trained and guided team members to maintain high productivity and performance metrics.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.

• Devised processes to boost long-term business success and increase profit levels.
• Reviewed shift reports to understand current numbers and trends.
• Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
• Trained new employees on proper protocols and customer service standards.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Eased team transitions and new employee orientation through effective training and development.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Devised processes to boost long-term business success and increase profit levels.
• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
• Reviewed shift reports to understand current numbers and trends.
• Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Trained and guided team members to maintain high productivity and performance metrics.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Eased team transitions and new employee orientation through effective training and development.
• Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.

• Enhanced regional branch performance by implementing proven management processes to increase revenue.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.