Executive Escalation Advocate Resume Example
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EXECUTIVE ESCALATION ADVOCATE
Professional Summary
Results-focused management professional offering 14 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.
Skills
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Work History
03/2012 to Current
Executive Escalation Advocate Bank Of America – City , STATE
- Supportively directed a team of 20 customer service associates .
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Created reports on deteriorating trends.
- Maintained friendly and professional customer interactions.
- Solved unresolved customer issues.
- Strong leader of customer support staff.
- Devised and published metrics to measure the team's success in delivering world class customer service.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
11/2010 to 03/2012
Mortgage Servicing Team Manager Bank Of America – City , STATE
- Cross-trained and backed up other customer service managers.
- Met all customer call guidelines including service levels, handle time and productivity.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
10/2009 to 11/2010
Customer Sales & Service Specialist II Bank Of America – City , STATE
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Met or exceeded service and quality standards every review period.
- Managed high call volume with tact and professionalism.
Education
Current
Bachelor of Science: Accounting
University of Phoenix -
University of Phoenix -
Accomplishments
- Promoted to Team Manager after two years with the company.
- Recognized by the Regional Executive for East Coast Call Centers fro dedication and commitment to customer satisfaction.
- Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
- Perceptive Customer Service Manager whocultivates positive customer relationships through clear and helpful communication.
- Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement.
- Customer service professional dedicated to effective team management and customer satisfaction.
- Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment.
Affiliations
Additional Information
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Resume Overview
School Attended
- University of Phoenix
Job Titles Held:
- Executive Escalation Advocate
- Mortgage Servicing Team Manager
- Customer Sales & Service Specialist II
Degrees
- Bachelor of Science : Accounting
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