Paul Harvey Email & Phone Number

Irving, Tx, Us

Manage day to day system access for end users of 31 applications, 51 servers across 6 platforms

• Maintain Daily, Weekly and Monthly reporting of website• Review and correct any online bill payment errors and send secure messages as needed, daily• Review and correct any online transfer errors and send secure messages as needed, daily• Research and respond to agent/manager inquires regarding website or systems• Research and respond to customer inquires that were escalated to level II support• Work with external venders to resolve system issues• Research and test new enhancements of online banking• Write Test Cases for new release testing• Develop guides on departmental procedures• Work with other departments to coordinate new releases• Review and monitor systems• Develop new system access for departmental systems• Complete audits of federal regulations that effect website• Develop new reporting as needed for system/agent reviews• Obtain data as needed from the system databases by writing new queries• Develop training plans for new hires• Develop and maintain a repository of information for departmental information• Perform On-Call duties as needed to ensure departmental coverage• Perform additional tasks and assignments as directed by management

• Respond to customer inquires via Secure Message for Bill Payment inquires• Assist customers with troubleshooting general online banking inquires through inbound calls• Research of delayed or canceled bill payments to locate concern and offer resolution options• Assist with new agent orientation to the Technical Support team• Perform additional tasks and assignments as directed by management

• Out-bound calling to newly acquired customers• Ensure customer satisfaction with services and products• Assist with online banking enrollment• Answer any questions regarding website and services• Answer any questions regarding banking products• Online technical support• Locate and resolve software concerns with accounting programs: Quicken, QuickBooks, Money• Perform additional tasks and assignments as directed by management

• Assist customers with questions regarding banking products• Assist customers with online banking• Complete testing of system enhancements• Cross selling of CD Products• Explaining FDIC guidelines to customers• Established and exceeded performance guidelines within call center environment with focuses on customer service needs, which included sales and retention.• Developed and maintained an appropriate method for tracking and reporting of sales results by agent, manager and product• Managed sales team, including: interviewing/selection, development, coaching, motivating, rewarding, counseling, and corrective action in accordance with company culture, processes, and practices all within applicable employment laws and regulations• Coordinated work schedules to have appropriate staffing levels based on call volume, staff availably, and workload• Worked with management to create and improve the processes, procedures and agent performance with sales• Perform additional tasks and assignments as directed by management

• Take inbound claim calls regarding personal and commercial automobile property• Ensure that accurate information was obtained compiled for Claim Agent• Developed an out-bound call team to verify new insurance policy were accurate• Create and maintain documentations of all calls and information obtained during calls• Create training documents for out-bound call group• Established goals and guidelines within a call center environment for out-bound calls• Confirm call quality through live and recorded monitoring• Developed training and training manuals for the out-bound call team• Maintained and managed a team of 10-15 associates• Perform additional tasks and assignments as directed by management

• Assist customers with Credit Cards accounts• Assist agents with escalated calls• Maintained a group of 15-20 new hire associates• Provided mentoring to representatives on their professional development by creating a diversity group call M.A.T.T.E.R. [Men Aligning Together To Expand Resources]• Maintained records on work volume, productivity, performance, and attendance of new hires• Proactively addressed issues and ensured appropriate work environment for all employees• Functioned as an escalation and communication point for inquires requiring management involvement• Perform additional tasks and assignments as directed by management

• Directed technical group of 10 associates to achieve departmental service level goals• Established training objectives for accounting software: Quicken• Monitored and enforced departmental policies, procedures and goals• Reviewed daily reports to locate trends and respond quickly to ensure customer impact was reduced• Perform additional tasks and assignments as directed by management

• Increased sales through building relationships with store, district managers and independent stores owners• Worked with management to re-organize territory for prompt response to customer requirements• Secured new accounts and expanded territory with cold calling• Maintained product selection within each store