Timothy Bystry Email & Phone Number

Sparks Glencoe, Maryland, United States

• Provide support and assistance in a contact center to members concerning their accounts and services through various communication channel while building and maintaining member relationships through excellent service.
• Professional and friendly attitude with ability to quickly develop a rapport with members in troubleshooting online banking and bill pay, performing account maintenance, processing check orders, transferring funds.
• Analyze accounts, offers resolution options, provides tools, information and explanations for members to be able to effectively manage their accounts while following established member identification and security.
• Follow up with member request by utilizing DocuSign and secure email effectively and according to established procedures, make outbound calls when required, and refer technical or advanced requests to appropriate.
• Contributed to the service goals of the department by Meeting and/or exceeded all KPI Metrics.

Owings Mills, Maryland, United States

* In charge of team of up to 20 team members that oversaw closing out customer accounts, sending out timely and accurate bills, and handling military, bankruptcy, state-specific, and other specialty functions* Daily monitoring individual performance, provided balanced coaching approach discussing areas of opportunity and positive behaviors/recognition.

Owings Mills, Maryland, United States

* Managed a group of up to 14 Preview collectors daily monitoring individual performance, provided weekly and monthly coaching and feedback sessions, conducted monthly team meetings, and delivered mid-year and year end appraisals; provided assistance to additional team members on other teams as needed* Created team and department contests to improve.

Owings Mills, Maryland, United States

* Supervised a group of up to 14 predictive collectors daily monitoring individual performance, provided weekly and monthly coaching and feedback sessions, conducted monthly team meetings, and delivered mid-year and year end appraisals; provided assistance to additional team members on other teams as needed* Developed performance improvement plans with.

Owings Mills, Maryland, United States

* Answered inbound calls for customers financing their purchase and lease vehicles with billing, payment, and title concerns* Coaching Mentor 2013-2015 for TFS new hire classes; provided feedback and assistance to new employees

White Marsh Station, Maryland, United States

* Trained customer service & collection agent sales techniques and procedures required for success in the organization*Fostered collaboration between Learning & Development, Human Resources, and HSBC’s business partners

White Marsh Station, Maryland, United States

* Serviced inbound calls for Visa, MasterCard, and Discover Card customers regarding billing and account maintenance while* Assisted supervisory level in the management, mentoring, and training of sales representatives

Hunt Valley, Maryland, United States

* Processed incoming customer calls; resolved concerns regarding customer billing and disputes* Applied sales and management skills acquired through training to retain existing and acquire new customers

Fallston, Maryland, United States

* Taught Social Studies to over 150 students per school year, provided additional guidance as needed* Served as faculty SGA advisor; assisted in the planning and coordination of student life and other school-related activities