Paul Frame
Smyrna,DE
Summary
Experienced Customer Service Strategy, Operations and Team Lead professional with 10+ years of experience. Skilled in team leadership, IT-focused, and strong analytical problem-solving. Demonstrated expertise in project management, process management, and special projects. Proficient in Microsoft Office and Google Suite products. Proven track record of increasing ATM and cash availability by 20%. Excellent communicator and leader with a strong ability to solve problems. Highly motivated and adept at managing time effectively. Strong networking skills and knowledge of bank regulations.
Overview
13
13
years of professional experience
Work History
Assistant Head Football Coach
Appoquinimink High School
07.2017 - Current
- Enhanced team performance by developing and implementing strategic game plans and coaching techniques.
- Handle all technology issues with the program
- Collaborated with head coach to design effective practice schedules, ensuring optimal player growth and team cohesion.
- Deliver feedback to Athletes, Coaches and Parents
- Manage paperwork and organize events.
Project Manager
Capital One Bank
03.2021 - 01.2024
- Streamlined ATM project processes by implementing Agile methodologies, resulting in increased ATM efficiency and reduced costs.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Work with hardware/software and also cash related issues with these machines and the branches
- Also work closely with Market Managers for concerns on chronic issue ATMs.
Regulatory & Executive Support Specialist
Capital One Bank
02.2018 - 03.2021
- Analyzed concerns received via regulatory and senior executive channels, supporting identification of root causes, process gaps, and control failures for collaboration with business partners for timely resolution
- Ensured up-to-date knowledge of regulatory requirements through continuous research and monitoring of industry trends and changes in legislation.
- Communicated complex research and resolution details to regulatory agencies
- Reduced errors in ACH transactions by providing comprehensive training to team members on industry best practices.
- Collaborated with Legal, Compliance, and Risk Management to ensure compliant business strategies.
- Enhanced communication between executives and team members by organizing meetings and creating detailed agendas for optimal productivity.
Call Center Operations
Capital One Bank
04.2015 - 02.2018
- Resolved escalated Customer issues in a one-and-done fashion
- Enhanced transaction processing accuracy by implementing effective ACH procedures and guidelines.
- Utilized resources and established partnerships with support teams to identify process improvements for both deposit and lending products
- Provided peer-to-peer feedback to assist co-workers with their professional development and performance.
General Manager/IT Technician
Ambassador Liquors
05.2011 - 08.2017
- Handled hiring of staffing, training, scheduling, and payroll
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Created and ran various reports for inventory purposes
- Utilized all available resources to assist customers and deliver an above-and-beyond customer experience
- Developed plans of action to determine areas of opportunity for self and team.
Education
Bachelor of Science - Management Information Systems
Wilmington University
New Castle, DE12.2024
Skills
- Oral and Written Communication
- Relationship building
- Motivation
- Creative
- Coaching
- Strategic thinking
- Product knowledge
- Adaptability
- Attention to detail
- Active Listening
- Discussion
- Google Suites (Google Docs, slides, etc)
- MS Office Suites(Word, excel, powerpoint)
- People Management
- Project Management
- Risk Management
- Conflict resolution
- Research skills
- Analytical skills
- Critical thinking
- Planning and scheduling
- Teamwork
- Networking
- Empathy
Timeline
Project Manager
Capital One Bank
03.2021 - 01.2024
Regulatory & Executive Support Specialist
Capital One Bank
02.2018 - 03.2021
Assistant Head Football Coach
Appoquinimink High School
07.2017 - Current
Call Center Operations
Capital One Bank
04.2015 - 02.2018
General Manager/IT Technician
Ambassador Liquors
05.2011 - 08.2017
Bachelor of Science - Management Information Systems
Wilmington University
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