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 and strong knowledge of products and services.• 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, stop payment requests, blocking/unblocking debit and credit cards, and assisting with a variety of share and loan related inquiries. • 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 guidelines to protect member accounts.• 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 departments. • 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, built rapport during monthly team meetings while setting clear and measurable expectations, delivered mid-year and year end appraisals; provided assistance to additional team members on other teams as needed

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 individual, team, and department results while rewarding top and improved performers

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 detailed and timely goals for low performers to get them up to speed with the department expectations to achieve top overall team performance

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