William Mannara Jr
Albuquerque,NM
Summary
I am a motivated, team player oriented individual who knows how to balance the mentality, problem solving, and overall skills necessary to maintain individual performance while simultaneously applying adaptation within a professional team environment. I am willing and able to meet any scheduling requirements without limitations. Thank you for your time and consideration.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
T-Mobile
Albuquerque, NM
02.2023 - 06.2023
- Provided customer service/technical support within call center environment.
- Established payment arrangements for eligible customers based upon a specific set of criteria according to company policy and protocol.
- Processed payments by check (ACH), debit, and credit card.
- Maintained quality, resolution rate, and personal metric data by 90%.
- Troubleshooted technical issues on customer handsets and within customer location grid map with field correspondence technicians.
- Completed a detailed 6 month training course on operation of multi screen windows based computer system, customer communications, and all relevant company information regarding referencing policy, procedure, and protocol.
Warehouse Associate
Amazon
Albuquerque, NM
04.2021 - 10.2021
- Received, inspected, and documented incoming shipments of products.
- Efficiently organized and maintained inventory in accordance with company standards meeting 96% of metric output.
- Accurately picked and packed orders for shipment, ensuring proper labeling and documentation resulting in reduction of loading errors by 30%.
- Assisted in conducting physical inventory counts to reconcile stock levels.
- Communicated effectively with upper management regarding any issues or concerns related to inventory or operations.
Supervisor-Financial Member Services
Alorica (USAA)
Albuquerque, NM
09.2018 - 05.2019
- Management and supervision approximately 10 USAA bank member representatives within inbound call center environment.
- Conducted detailed investigations into unauthorized charges, fraudulent accounts, and data breaches which achieved a 30% decrease in specified account metrics.
- Contacted USAA corporate and private credit card account holders in accordance with company policy, protocol, and procedure for adjustments based on validity of account charges and records verified.
- Performed strict quality control security measure guidelines for USAA bank member(s), representatives, and USAA overall firewall security.
- Maintained quality control metric data of team coached by 95%.
Housing Account Manager
Saavedra Housing
Albuquerque, NM
09.2011 - 07.2018
- Managed and conducted interviews with several potential tenants before the occupation of rental properties owned by Grandfather.
- Consistently applied paperwork within regulated time lines via Bernalillo County offices and computer management files which resulted in consistent 100% efficiency for Section 8 housing tenants.
- Rent collection strictly monitored and verified collected for continuation of tenants housing stability.
- Addressed maintenance issues personally in order to achieve budget management cost reduction by 35%.
Customer Service Agent
AT&T Mobile-Convergys
07.2007 - 09.2009
- Provided customer service within inbound customer call service center while achieving and maintaining consistent high call quality scores of 96%.
- Organized customer and corporate accounts within multi-window software applications vital to the maintenance and management of client/customer accounts.
- Promoted to achieving occupation of the escalations terminal to identify, manage, and resolve customers requesting a supervisor.
- Call metrics identified a 90% to 95% resolution rate of escalated customers.
- Identified and processed payments by check, credit card, and ACH with given confirmation number vital to assure payment accuracy.
- Promoted to assisting new employment training classes requested by upper management consisting of education of software and company protocol, policy, and procedure.
Education
Associate - X-Ray Technician
Pima Medical Institute
Albuquerque, NM09.2015
Associate - Business Administration
CNM
Albuquerque, NM01.2013
High school diploma - Basic
Albuquerque High School
Albuquerque, NM07.1998
Skills
- Administrative Experience
- Property Management
- Training & Development
- CRM- Customer Research Management
- Customer Service
- Microsoft Word
- Microsoft Office
- Banking Account Management
- Problem Management
- Microsoft 360
- Banking Transfers
- Upselling
- Desktop Support
- Troubleshooting
- Investment Banking
- Microsoft Power Point
- Payment Arrangement Contracts
- Office Management
- Microsoft Outlook
- Computer Literacy
- Microsoft Excel
- Medical Terminology
- Banking
- Technical Support
- Customer Relationship Management
- Call Center
- Various Software Programs
- Help Desk
- Credit Card Management
- Phone etiquette
- Data entry
- Microsoft Windows Server
- Project Management
- Financial Analysis
- Computer Networking
- Meal Preparation
- Network Support
- Section 8 Property Knowledge
- Organizational skills
- Problem Solving
- Communication skills
- IT support
Certification
Driver's License, 02/01/22, 02/28/26, Clean NM Drivers License
Additional Information
Received multiple certificates/awards in excellence of job performance from management throughout my tenure of employment with customer service organizations., Assisted with new hire training classes on education of the company's policy, procedure, and protocol. Advised on how to maintain and establish quality metrics, security verification, operation of software/hardware, and one call resolution., Promoted to escalations queue when requested by upper management/supervisors to address customers issues and grievances.
Personal Information
Authorized To Work: US for any employer
Timeline
Customer Service Specialist
T-Mobile
02.2023 - 06.2023
Warehouse Associate
Amazon
04.2021 - 10.2021
Supervisor-Financial Member Services
Alorica (USAA)
09.2018 - 05.2019
Housing Account Manager
Saavedra Housing
09.2011 - 07.2018
Customer Service Agent
AT&T Mobile-Convergys
07.2007 - 09.2009
Associate - X-Ray Technician
Pima Medical Institute
Associate - Business Administration
CNM
High school diploma - Basic
Albuquerque High School
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