Sports
Richard DeCastro
Chicago,IL
Summary
Goal-oriented Customer Service Manager with 24 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Operations Manager
Bank Of New York Mellon Corp
Chicago, IL
06.2022 - 03.2024
- Managed a team of 20 individuals and a supervisor. Identified, reviewed and evaluated data management metrics to recommend ways to strengthen data across enterprise.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Achieved higher employee retention rates by fostering positive work environment and providing opportunities for professional growth.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Assisted in recruiting, hiring and training of team members.
- Implemented quality control systems that boosted overall product consistency and reliability.
Customer Service Manager
The Bank Of New York Mellon
Chicago, IL
10.1998 - 03.2024
- Managed a team of 5 Customer Service Representatives. Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Defined clear targets and objectives and communicated to other team members.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Researched and corrected customer concerns to promote company loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Launched quality assurance practices for each phase of development
- Took ownership of customer issues and followed problems through to resolution.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Optimized workflow processes to maximize efficiency while maintaining unwavering commitment to client satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Education
No Degree - Business Administration
California State University - East Bay
Hayward, CASkills
- Problem-solving aptitude
- Team Leadership
- Policies and procedures implementation
- Active Listening
- Written Communication
- Process Improvement
- Staff Management
- Attention to Detail
- Inventory Management
- Staff hiring
- Operations Management
- Human Resources
- Scheduling
- Team building
- Time Management
Accomplishments
- Won Premier Achievement awards in 1998 and 2000.
- Won Best of the Best award in 2011.
- Documented and resolved out of balance situations which led to client accounts to be in balance and current.
- Collaborated with team of network customer service managersin the development of iQTrack and ECRM applications.
- Supervised team of 5 staff members.
- Successfully recruited and trained 3 new customer service representatives.
Baseball/Softball
While living back home in the San Francisco Bay Area, played in semi-professional baseball team. In Chicago, participated in the company softball team for several years. Avid San Francisco Giants fan. Also an avid fan of the San Francisco 49ers and Golden State Warriors.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Paid sick leaveWork-life balanceCompany CultureHealthcare benefits401k matchPaid time off4-day work weekWork from home optionStock Options / Equity / Profit SharingCareer advancementQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Interests
Fitness
Current Events
Travel
Timeline
Operations Manager
Bank Of New York Mellon Corp
06.2022 - 03.2024
Customer Service Manager
The Bank Of New York Mellon
10.1998 - 03.2024
No Degree - Business Administration
California State University - East Bay
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