Use This TemplateAndrew Smith
Phone:
(000) 000-0000
Email:
[email protected]
Address:
287 Custer Street, Hopewell, PA 00000
Professional Summary
Working in BPO industry for quite sometime and travel industry up to the present honed my people skills to communicate in a personal and professional manner, set aside each other differences and willingness to listen and be taught.
Having empathy, being trained to solve problems and accepting the fact that it is needed to work with others toward the common good makes me who I am right now.
Having empathy, being trained to solve problems and accepting the fact that it is needed to work with others toward the common good makes me who I am right now.
Employment history
Nov. 2018 – Present
Yeseniabury, Kansas
Operations Manager, Kozey Group
- Plan tour itineraries, applying knowledge of travel routes and destination sites.
- Resolve any problems with itineraries, service, or accommodations.
- Sell travel packages.
- Arrange for tour or expedition details such as accommodations, transportation, equipment, and the availability of medical personnel.
- Evaluate services received on the tour, and report findings to tour organizers.
- Attend to special needs of tour participants.
- Provide tourists with assistance in obtaining permits and documents such as visas, passports, and health certificates, and in converting currency.
- Making sure that company meet the target sales every month.
Nov. 2017 – Dec. 2017
New Irvingborough, California
Inbound Tour Assistant, Wiegand Group
- Plan tour itineraries, applying knowledge of travel routes and destination sites.
- Sell travel packages.
- Evaluate services received on the tour, and report findings to tour organizers.
- Handling Inbound Mice and GIT for Indians and APAC Market.
- Creates itineraries for both Indian, GCC and Indonesians market which ranges from 15 to 70 pax. Issues domestic flight tickets and assists in operation of the tours. Handles GIT groups for tours in Philippines and MICE for corporate (Indians and Indonesians).
- Lead individuals or groups to tour site locations and describe points of interest.
Dec. 2016 – Jan. 2017
Aidamouth, Nebraska
English Online Teacher, Zboncak-Gaylord
- Part- Timer at home.
- Teaching Chinese students to use proper English.
- Using props and other devices to make the students fully understand the lesson.
- Convince the students to fully enroll in a class.
Sep. 2016 – Oct. 2016
North Jody, Texas
Data Entry Supervisor, Zboncak-Zboncak
- Supervises 3 Team in loading of Hotel contracts and stop sales for APAC, North America and European Countries.
- Making sure that there is a zero error in loading contracted rates to the system.
- Investigating errors of the loaders and communicating to customer service how to rectify the error.
Oct. 2015 – Nov. 2015
West Leciastad, Iowa
English Online Teacher, Hoppe LLC
- Part- Timer on site in Ortigas.
- Teaching Chinese students to use proper English.
- Using props and other devices to make the students fully understand the lesson.
- Convince the students to fully enroll in a class.
Apr. 2013 – Aug. 2015
East Tamishafort, Iowa
Team Leader, Kovacek-Gorczany
- Adjust sales scripts to better target the needs and interests of specific individuals.
- Maintain records of contacts, accounts, and orders.
- Supervising a team for credit card sales and personal loans.
- Making sure that the team is targeting their quota for a month and monitoring the approvals every week.
Jul. 2011 – Sep. 2011
Port Ardellechester, Missouri
Escalation Expert, Wuckert-Huels
- Provide assistance for customers with special billing requests.
- Answering supervisor calls if it is requested by the caller.
- In-charge with escalation and follow-up orders for My.Cricket.com.
- Making sure that all the queries are expedited.
Nov. 2010 – Dec. 2010
North Sarahfort, Alabama
Concierge/TL Apprentice/QA Apprentice, Hansen, Ritchie and Lang
- Helps the team in the absence of the Team Leader. Audit calls and agents for errors. Handled VIP Customers.
- Provide insurance benefits to the callers.
- Assisting clients for their insurance claims.
Jun. 2009 – Sep. 2009
South Eldenmouth, Hawaii
Customer Service Representative, White-Nitzsche
- Handles credit card inquiries for GAP, OLD NAVY and BANANA REPUBLIC store card holders.
- Giving credit line increase if needed.
- Receiving credit card payments over the phone.
Oct. 2006 – Feb. 2008
Nicolasville, Louisiana
Customer Service Representative, Cummerata-Kunde
- Receives calls and queries about their health insurance concerns.
Education
May. 2006
Bachelor of Science: Hospitality Management Major in HRM
- Lehner Academy - Port Mikel, Delaware
Nov. 2002
Doctor of Veterinary Medicine
- Turner University - Stevestad, Wisconsin
Skills
Typing Skills
Skillful
Tour Guiding
Skillful
Microsoft Office
Skillful
English Communication Skills
Experienced
Professional Summary
Experienced Settlements expert with over 11 years of experience in majorly in Investment Banking. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Major contribution in process enhancements, Robotics and automation with proven track record of capacity saves and business development. Follow a matured approach and made an effective contribution to the performance of the teams with good leadership and motivating capabilities.
Professional Experience
Operations Manager (Band C1), Institutional & Financial Services, Blick-Wuckert. Phylisville, Alabama
Oct. 2019 – Present
- Responsible for efficient Client Servicing and Reporting in the Security Settlements space for a leading Institutional Financial client for WIPRO. Team size - 25 FTEs
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
- Act as risk manager to assist maintain process, risk and relevant control framework
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from lower settlement efficiency, protecting company reputation and loyal client base.
- Spear heading Robotics Process Automation (RPA) within the Settlements process, to enhance delivery and efficiency.
- Attrition Management and capacity planning
Associate (Team Manager), Gottlieb Inc. West Adolph, Virginia
Sep. 2016 – Oct. 2018
- Managed team size of 12 FTEs across Jaipur and Bangalore location.
- Key responsibilities involved people management, team development, capacity planning, ensuring adherence to controls and policies, handling escalations & complex issues, managing various internal & external stakeholders.
- Set objectives for the FTE start of the year and transmit feedback on regular timelines.
- Initiated daily SOD and EOD health check calls/emails with the Management and German onshore team to discuss on outstanding and upcoming risks. Update Control and Risk team on weekly basis on aged and outstanding issues.
- Created resiliency between Bangalore and Jaipur and tested BCP on regular intervals.
- Worked on the Change Management - Leading process reviews, re-engineering, standardization and automation initiatives to enhance efficiency, accuracy, TAT etc.
- Language assistance – assisted German stakeholders / clients in translating and interacting in German language.
Process Supervisor, Ryan, Ritchie and Walker. Trinidadview, Georgia
Jul. 2015 – Jan. 2016
- Accountable for supervising and processing of trades in German market maintaining SLAs
- Worked on pre-matching, fails, Inventory management of trades along with reconciliations of breaks.
- Monitored KRIs and actioned all the High Risk Areas within the Process (High Value Trades, Exchange Deliveries and Corporate Action)
- Ensure the DBMI is updated with the required information on a weekly basis
- Process Transition:
- Lead the Eurex Short Selling transition for German settlements from Frankfurt to Bangalore.
- Transitioned French and Italian equities settlements from Bangalore and Jaipur
- Language Expertise – translated documents from German to English for better understanding of non-linguist resources.
German Associate Catalog - Retail Business Services, Kuhlman-Gerlach. North Isaiahhaven, Oregon
Aug. 2011 – Dec. 2011
- Populating the content from various sources (includes secondary research)
- Identifying and correcting errors or complaints
- Maintaining MIS and Error Logs and escalating the issue to the concerned authority.
- Fixing the incorrect categorized Products on Amazon.de Website
- Coordinating with the Vendor and the Manufacturers in Germany and identifying any challenges with the product setup.
- Working as support for retail business, acting as an Interface between Buyer and vendor.
Advanced Process Associate, Turcotte Group. North Keven, Alaska
Jul. 2010 – Oct. 2010
- Ensure delivery of Products and Services as per agreed SLAs along with periodic review of process controls to prevent service leakages
- Handling escalations by working closely with process owners in Germany and aiding team in exception handling
- Coordinating training plans and daily training progress with trainers and management
- Accountable for daily Reconciliation processing of Cash and Securities transaction providing the final status to the German Stakeholders.
- Maintenance of Process documents including PMS, MIS, KPI, Service Review Boards and responsible for work allocation.
- Document Translations – translated all the documents from German-English and vise versa as per client requirement
- Resource Utilization / AHT Calculator Automation –prepared excel macro which could pick up the data from Time tracker of all the resources and would prepare MIS as well as would calculate AHT of a particular task performed which would further result in resource utilization output.
Education
Southern Toy Academy, Marceloborough, Nebraska
MBA, General Management studies in Business Administration, Jun. 2016
The Rippin, Lake Coreyburgh, Oregon
B2 Level, German language course, Mar. 2009
Nikolaus University, Port Erminia, Maine
Bachelor of Arts, Political Science Honors, Oct. 2008
Skills
Business analysis and management
Business continuity management (BCM)
German language proficient
Capacity planning and attrition management
Process improvement and enhancements
Risk management
People Management
Languages
German
Conversational
English
Fluent
Professional Summary
Growth-oriented, goal-driven Operations Manager with over 3 years of success developing and overseeing two Surf companies in the Philippine Surf Industry with a focus on customer service, and quality result. Extensive experience recruiting, hiring, coaching, and training staff members including personal trainers and students. Strong ability to develop and execute successful campaigns to drive brand recognition and increase business growth and revenue.
Employment history
Operations Manager, Greenholt Inc. Abshiremouth, South Carolina
Aug. 2018 – Present
Manage overall operations and is responsible for the effective and successful management of labor, productivity, quality control and safety measures as established and set for the Operations Department for two Surf Companies in the Philippines Surfing Industry. Ensure safe and efficient operations in producing surfboards. Serve as a company representative on regulatory issues. Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management reporting and looks for opportunities to expand systems. Carry out supervisory responsibilities in accordance with company's policies and applicable laws.
Responsibilities may include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employees performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards. Organizing the budget of the company in collaboration with the director.
Accounts Receivable, Gerlach-Greenfelder. North Ileenhaven, Wisconsin
Jul. 2015 – Aug. 2015
- Maintaining the billing system
- Generating invoices and account statements
- Performing account reconciliations
- Maintaining accounts receivable files and records
- Producing monthly financial and management reports
- Investigating and resolving any irregularities or enquiries
- Assisting in general financial management and analysis
Education
Wuckert Academy, Port Ellynbury, Georgia
Associate of Arts, Major in Broadcasting, Sep. 2011
Skills
Project Management
Experienced
Personal Relations
Experienced
Social Media Marketing
Skillful
Coaching
Expert
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