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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
  • Call center metrics decoding aptitude
  • Adheres to customer service procedures
  • Customer-focused
  • Exceptional interpersonal communication
  • Skilled trainer
  • Excellent time management skills
  • Microsoft Outlook, Word and Excel
  • Goal-oriented
  • Self-sufficient
  • Flexible
  • Approachable
  • Strong team-builder
  • Compliance, banking laws and regulations
  • Consumer banking specialist
  • Savvy relationship-builder
  • Adherence to high customer service standards
  • Customer-focused
  • Natural leader
  • Quality assurance and control
Work History
03/2012 to Current
Executive Escalation Advocate Bank of America – Tampa, FL
  • 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 – Greensboro, NC
  • 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 – Greensboro, NC
  • 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 -
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 who cultivates 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

Companies Worked For:

  • Bank of America

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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