TITO B. STARR
Cumming,GA
Summary
I'm an experienced professional with 18+ years of managerial expertise, customer service, rapport development, operations and compliance. I am highly relational, solution minded and experienced in building long term customer relationships. I cease opportunities to work closely with clients, develop process improvements, motivate personnel, and take part in important decision-making. Key Strengths/Skills Banking and finance Problem solving skills Follow-through abilities Effective time management Resolving customer complaints Excellent client support Operations management Customer satisfaction Transportation/Logistics Excellent mathematical skills Adept in sales
Overview
23
23
years of professional experience
Work History
Business Manager
T.C.M.J Services
03.2008 - 12.2022
- Overseeing entire business operation and processes
- Skillful at negotiating transportation contracts and completing monthly accounting
- The logistics business successfully completed hundreds of auto delivers on time, and logged over 100,000 miles with no accidents or traffic citations/violations
- Ensured customers were satisfied, vehicles delivered intact, and maintained a central dispatch auto business satisfaction rating of 98% or greater
- Cultivated business growth by thoroughly analyzing the market, competition, efficiency challenges and streamlining delivery routes to increase profitability without compromising driver safety
- Applied my relational equity with customers to ensure customer satisfaction and consistency
- This created new business from referrals and retention of existing repeat customers
- Charged with maintaining 100% audit scores per the Department of Transportation (DOT) rating
- Audits are integral to keep your logistics business operable.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Opened, closed and updated accounts for customers.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Brought in new business connections and revenue generation opportunities by improving networking strategies.
Banking Center Service Manager
Bank of America
03.2000 - 02.2008
- Oversaw the overall operations of the retail financial center (inventory management, office supplies vendor management & people management)
- Fostered a work environment in which clients enjoyed a high level of service and staff stayed motivated to deliver top performance
- Implemented staff meetings, scheduled tellers and personal bankers to ensure the branch had adequate coverage of staff during business hours
- Facilitated brief morning touch points that we referred to as "work the lobby" with tellers and personal bankers to keep them engaged and ensured team efficiency
- Accountable for continuously providing excellent client support and incorporated best practices to resolve customer complaints and inquiries
- Within the first two years in my role, the branch saw a record-setting improvement in staff retention due to moral building programs that I helped implement
- Received mystery shopper scores ranging from 98%-100% as a result of my leadership, product knowledge, consistent professionalism, and training our staff on providing the same quality of service
- Fostered a learning environment in the branch which mitigated fraud risks to the bank through continuous training on systems, product knowledge, and procedures
- Improved banking customer relationships which in turn retained customers and increased deposit growth
- Achievements:
- Recognized for providing top customer service
- Served on a special task force to help turnaround under-performing retail banking stores in our district
- Worked with peers at different locations to guide them on implementing processes which contributed to significant improvements e.g., passing IRS audits
- Trained newly hired customer service managers and assistant managers in five struggling stores, resulting in improved sales and customer satisfaction scores.
Education
McIntosh Academy
Skills
- Cross-Functional Communication
- Staff Management
- Employee Motivation
Timeline
Business Manager
T.C.M.J Services
03.2008 - 12.2022
Banking Center Service Manager
Bank of America
03.2000 - 02.2008
McIntosh Academy