Michael Luis Prado
Pickerington
Summary
Professional leader with strong focus on team collaboration and achieving results. Adept at managing staff, driving operational efficiency, and adapting to changing needs. Skilled in conflict resolution, performance management, and strategic planning. Known for reliability and results-oriented approach.
Overview
21
21
years of professional experience
Work History
Staff Manager
PNC Bank
03.2014 - Current
- Manage multiple processing sites, Louisville (KY), Cincinnati (OH), Indianapolis (IN) and Columbus (OH)
- Coordinated staffing schedules, workload distribution, and resource allocation to meet organizational objectives and optimize efficiency.
- Developed and implemented training and development programs, fostering a culture of continuous learning and professional growth.
- Resolved staff issues, conflicts, and operational challenges, maintaining a positive and productive work environment.
- Oversaw administrative tasks including record-keeping, compliance with company policies, and handling staffing-related documentation.
- Collaborated with upper management to implement strategies for improving team performance, productivity, and overall department success.
- Ensured adherence to health and safety regulations, addressing any concerns to maintain a safe working environment.
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
- Developed and maintained strong relationships with clients, resulting in increased business opportunities.
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
- Improved customer satisfaction by streamlining processes and implementing new strategies.
- Established policies and procedures that improved operational efficiency within the organization.
- Enhanced team productivity by providing training and mentorship to junior staff members.
Customer Care Supervisor
Nationwide Insurance
01.2017 - 01.2018
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
- Implemented quality assurance measures to ensure adherence to company standards and policies.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
Customer Care Supervisor
Chase Home Finance
01.2007 - 01.2012
- Managed a diverse portfolio of loans, ensuring timely completion of all stages from application to closing.
- Coordinated with other department supervisors to achieve smooth workflow across all areas of the center.
- Assisted in the hiring process by conducting interviews, reviewing resumes, and selecting top candidates for open positions within the center.
- Maintained accurate records on employee hours worked, leave taken, overtime accrued as well as inventory levels.
- Mentored junior staff members, providing guidance on best practices for efficient task completion and excellent customer service.
- Ensured compliance with local, state, and federal regulations regarding workplace safety and employment laws.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and offering constructive feedback for career development purposes.
- Managed daily operations in a fast-paced environment while ensuring adherence to safety regulations and company policies.
- Served as a liaison between employees and upper management, fostering open communication channels that ultimately resulted in improved overall center performance.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Technical Support Supervisor
IDT Telecommunications
01.2004 - 01.2006
- Spearheaded initiatives aimed at reducing call volume through self-service options such as online tutorials or FAQs sections on company website.
- Ensured customer data was protected by following strict security protocols and promoting compliance within the team.
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Education
BBA - Human Resource Management
American Intercontinental University
A.A. - Business Administration
American Intercontinental University
Skills
- Negotiation and conflict resolution
- Staff development
- Managing operations and efficiency
- Adaptability
- Self motivation
- Integrity
- Leadership
- Teamwork
- Organizational skills
- Interpersonal skills
- Problem-solving
- Excellent communication
Accomplishments
Recognized for exceptional performance with 'Exceeds Expectations' ratings on annual reviews for nine consecutive years, reflecting a consistent commitment to excellence, goal achievement, and delivering impactful results.
Honored with the prestigious 2023 I-LEAD by Example Award in recognition of outstanding leadership and exemplary performance.
Directed strategic cost-cutting initiatives and streamlined operations, achieving over $500,000 in organizational savings by leading strategic cost-cutting initiatives and optimizing key processes, enhancing operational efficiency and profitability.
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Supervisor
Nationwide Insurance
01.2017 - 01.2018
Staff Manager
PNC Bank
03.2014 - Current
Customer Care Supervisor
Chase Home Finance
01.2007 - 01.2012
Technical Support Supervisor
IDT Telecommunications
01.2004 - 01.2006
BBA - Human Resource Management
American Intercontinental University
A.A. - Business Administration
American Intercontinental University
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