RICARDO CAMPBELL

• Improved project efficiency by streamlining communication and implementing effective time management strategies.
• Managed cross-functional teams for successful project completion within budget and timeline constraints.
• Increased stakeholder satisfaction by consistently meeting or exceeding project expectations and providing regular updates on progress.

• Managed relationships with external vendors to ensure smooth implementation of new technologies and platforms and over 20 lines of buisness..
• Ensured compliance with relevant industry regulations regarding data privacy and security measures throughout all stages of project execution for all markets in a phased approach.
• Participated in strategic planning sessions with top executives, providing valuable input in the role of analytics achieving organizational goals successfully.
• Analyzed end-user feedback to identify potential enhancements in existing systems or processes that would improve overall user experience.

• Merchant Services Clic case Management distribution process improvement saved 30-50mins

• Created SharePoint for workbaskets and cross-skill work access for CCP which created flexibility across teams.

• SharePoint for management to manage team training agenda, Counseling, Expense Report, Casework Daily objectives forecasting. This made it easier to access and share team managing information

• OP1 Report Automation Management. Program development to reduce processing times of data validation from 2hrs down to 15-30mns.
• Provided comprehensive training to new employees, ensuring smooth onboarding and integration into the team.
• Streamlined inventory management tasks for increased efficiency and accuracy.
• Enhanced communication among team members by creating clear and concise status reports.
• Increased stakeholder satisfaction through regular updates and proactive engagement in addressing concerns.

• Mentored and encouraged Costumer Care Professionals as well as new hires to develop strong work ethics by being a positive role model and share best practices to better acclimate to an ever-changing environment for New Hires, and enhance and up-train skills or Tenured Customer Care Professionals
• Provide training in compliance updates and performance metric to service customer needs with efficiency and added value for enhanced experience
• Created and conducted meetings for Team as well as individual coaching and servicing
• Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs
• Conducted regular performance evaluations for Customer Service Agents, setting clear expectations for continued improvement month over month

• Created a friendly environment for all customers I have come in contact with, in a friendly manner to service their needs and resolve their issues as it relates to payments, disputes, card replacements, balances, and value add with products and services
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Resolved concerns with products or services to help with retention and drive sales.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Described product highlights and benefits
• Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
• Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.

• Provided Global support across the Business travel network as it relates to fares, ticket exchange and additional fare collections resulting from ticket change
• Issued tickets/exchanges and validated fare rules
• Subject matter expert of booking system and process
• Created and tested a manual touch process into fully automated
• Created & updated bitmaps for corporate client Itinerary formatting
• Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
• Prepared customer invoices, accepted payments and processed refund and cancellation requests.