David Marcel Email & Phone Number

Tampa, Fl

• Call Center customer support and services responsibilities• Responsible for maintaining high quality of service scores & metrics in various areas of client support• Claims Specialist FNOL (first notice of loss) trained, Status call trained, and Funding trained in all aspects of the Claims Department process flows• Level III trained in the following, Rate quoting, policy corrections, policy upgrades, coverage modifications, policy reviews, loans, and well versed in product offerings • New business application data entry specialist and analysis for prospective clients • Retention skilled and well versed in options to provide customers based on why they are requesting cancelations or coverage changes • Highly effective problem solver with the patience to be able to adapt well to fast paced financial environments and ever changing customer needs even during volatile and uncertain market conditions • Advanced proficiency in the following business systems and applications, Phoenix, ALIP, Accurint, CAPS, Biller Console, Quick Web, RVI, and Fineos data acquisition system

Operational leadership over two campuses with management scope over 24 staff members. During my tenure, closed both campus placement cohorts north of 70% and exceeding our compliance gates. Increased the rates by program year over year to meet accreditation standards while maintaining high levels of customer satisfaction based on 3rd party surveys. Implemented operational changes to metrics and accountability of staff which were direct contributors to the efficiency improvements along with hitting very attainable goals.

Operational lead over a department of 80 plus Career Services Advisors. Directly managed a team of 15 on a day to day. Developed and implemented a rotating weekend and holiday schedule for the department to improve upon both coverage and customer satisfaction. Within 3 months of implementation placement percentages had spiked up by 30% along with operational efficiency improvements. Developed and implemented a call dialer strategy to have targeted phone campaigns throughout the day which succeeded in reaching a larger cross section of our customers with created higher conversion statistics.

Led an Operational team of 36 plus Advisors with Admissions responsibilities and Customer Service of returning students. Implemented a Call Center dialer and schedule of operations to improve productions levels with 6 months. Exceeded our production budgets by more that 40% within the first 6 months which led to multiple operation efficiencies and improved customer experience.

Tampa, Fl

Supported Call Center Operations and schedule implementation for the population of 90 plus advisors. Implemented process efficiency metrics and standards to reduce abandoned calls below a 5% threshold. Worked in tandem with Workforce management to reduce speed of answer rates to below 2 minutes. Oversaw direct management of a team consisting of twelve Academic Advisors.

Served as the Regional Business Analyst. Supported a region of the business with $2.3Billion in loan origination. Created reporting for daily and weekly P&L tracking by regional and dealer relationship manager. Compiled pricing programs and competitive data from the local markets we did business in. Created pricing requests and market specials to support the targeted business goals. Oversaw compliance with dealers adherence to program requirements and implementation.

Garden City, New York

Primary responsibility for prime consumer market car loan pricing and products nationally. Oversight for a territory that had $25Billion in loan origination annually. Created market specific branding, pricing, and launching of new products. Compiled competitor information and track competitive landscape to better position our products and services. Served as the department lead with the training of new staff.

Bachelor Of Arts (Ba), English Language And Literature/Letters

Activities and Societies: Phi Beta Sigma Fraternity Incorporated

Accounting

Activities and Societies: Phi Beta Sigma Fraternity Incorporated