Steven Candelaria
Colorado Springs,CO
Summary
Skilled call center professional versed in customer support protocols for card services and consumer banking. I Bring extensive high-call volume experience spanning 7 years working with banking consumers. Superior computer skills and telephone etiquette. Service-focused customer service representative bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in First Assist, Customer Assist, NICE, MCAS, word and excel with 7 years of expertise in related roles. Familiar with diverse banking and investment products, including deposit accounts and loans. Competent in setting up services, transferring funds and helping with complex transactions. Positive and upbeat with strong communication and problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
JPMorgan Chase
Lake Mary, FL
01.2013 - Current
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft
- Upheld strict financial controls by keeping funds secure and accurately transferring monies
- Assisted customers with setting up or closing accounts and signing up for new services
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse
- Assisted customers with compromised debit cards and issued new credentials
- Assisted estimated 120 customers each daily and remained poised and professional even in high-stress situations and when dealing with irate individuals
- Accessed computerized financial information to answer questions related to specific accounts
- Provided customer records on demand, including account statements and copies of checks
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills
- Bolstered understanding of banking products and services by enrolling in available training classes and seminars offered to card service representatives and consumer telephone banking
- Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
- Point of contact for team when managers are off site
- Assist coworkers with daily questions
- Shared best practices on reducing average handle times and adherence
- Consulted with customers to determine best methods to resolve service and billing issues
Assistant Store Manager
Mcdonalds (Reedco)
DeLand, FL
12.2003 - 01.2013
- Supervised and evaluated staff of 24 including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement
- Promoted to Assistant Store Manager after only 2 years with company
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Monitored security and handled incidents calmly
- Maintained exceptionally clean, customer-friendly and well-run restaurant
Education
High School Diploma -
Daytona State College
DeLand, FL02.2005
Skills
- Complaint resolution
- Credit card processing
- Professional telephone demeanor
- Quick learner
- Service standard compliance
- Computer proficient
- Account management
- Staff education and training
- Training development aptitude
- Deposit and withdrawal management
- Transaction processing
- Account updating
- Compliance, banking laws and regulations
- Consumer banking
- Wire transfers
- Knowledgeable in PCI compliance
- System implementation
Accomplishments
- Earned the "Balanced Achiever Award" in 2019 for outstanding Average handle time, hold time, after call, customer survey results, number of surveys received, and Schedule Adherence
Timeline
Customer Service Representative
JPMorgan Chase
01.2013 - Current
Assistant Store Manager
Mcdonalds (Reedco)
12.2003 - 01.2013
High School Diploma -
Daytona State College