Sheldon Joseph2010 Resume
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Sheldon F. Joseph (m) 678.492.7672 (e) [email protected] Manager/Leader with 12+ years of experience in both management and leadership roles in service and sales, with a proven track record in managing progressive performance, employee retention, process development and dispute resolution. Career highlights include successful management of 12 direct reports and providing close support to a campaign headcount of 1200+ in high volume call centers, to client management for over 200 client offices in 7 states. Key contributor to campaign development and process deployment to business profitability. Professional History Ryla Teleservices, Inc. – Kennesaw, GA 3/2009 – 4/2010 Team Lead / Operations-Strategy Liaison • Serving as a Team Lead and support for 12 customer care direct reports on a service campaign for Verizon Wireless and Alltel. Responsible for developing agent performance goals and positive behaviors, analyzing daily trends in call volume, schedule adherence, average speed to answer, call management and creating individual performance plans to support their success. Performed daily management of agent time reporting, quality assurance monitoring, plan specific training, coaching and attendance. • Reported to the Director of Operations-Strategy Development and managed projects including asset inventory and management for a campaign headcount of 1200, tracking and managing executive escalations, campaign attrition and new hire engagement. Created and distributed project and metric management documents, including drill down reports and daily, weekly, monthly and annual project reporting. • Managed the deployment of the Customer Proprietary Network Information / Sensitive Personal Information Internal Audit Process and the performed the monthly CIM Audit for the Verizon Wireless/Alltel Campaign. Liaised with the directors of Reporting, Workforce Management, Asset Management, Facilities and Quality & Compliance to better manage processes and procedures while serving the needs of internal clients and Verizon Wireless / Alltel Washington Mutual Bank - Atlanta, GA 8/2006 – 6/2008 Business Banking Consultant/Personal Financial Representative • Build and maintain a portfolio of small business clients and service their needs with banking, payroll, merchant services, tax solutions and small business lending products including SBA Express, business line of credit, business overdraft line of credit, business term loan and business credit cards. • Analyze financial statements and monitor client growth and quarterly assess needs and fiscal quarter forecasting. Develop a pipeline of residential lending clients focused on HELOC’s & HELOAN’s. Generate client leads, originate loan documents and process loan files and assist with the underwriting process. • Close and follow through, follow up on all residential and small business loan files and provide cross sell options to new and existing WaMu customers. Open consumer bank accounts. Establish community, local business and learning institution relationships. Manage financial center marketing and procurement, open houses and off site events.
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Transcript of Sheldon Joseph2010 Resume
Sheldon F. Joseph(m) 678.492.7672 (e) [email protected]
Manager/Leader with 12+ years of experience in both management and leadership roles in service and sales, with a proven track record in managing progressive performance, employee retention, process development and dispute resolution. Career highlights include successful management of 12 direct reports and providing close support to a campaign headcount of 1200+ in high volume call centers, to client management for over 200 client offices in 7 states. Key contributor to campaign development and process deployment to business profitability.
Professional History
Ryla Teleservices, Inc. – Kennesaw, GA 3/2009 – 4/2010Team Lead / Operations-Strategy Liaison
• Serving as a Team Lead and support for 12 customer care direct reports on a service campaign for Verizon Wireless and Alltel. Responsible for developing agent performance goals and positive behaviors, analyzing daily trends in call volume, schedule adherence, average speed to answer, call management and creating individual performance plans to support their success. Performed daily management of agent time reporting, quality assurance monitoring, plan specific training, coaching and attendance.
• Reported to the Director of Operations-Strategy Development and managed projects including asset inventory and management for a campaign headcount of 1200, tracking and managing executive escalations, campaign attrition and new hire engagement. Created and distributed project and metric management documents, including drill down reports and daily, weekly, monthly and annual project reporting.
• Managed the deployment of the Customer Proprietary Network Information / Sensitive Personal Information Internal Audit Process and the performed the monthly CIM Audit for the Verizon Wireless/Alltel Campaign. Liaised with the directors of Reporting, Workforce Management, Asset Management, Facilities and Quality & Compliance to better manage processes and procedures while serving the needs of internal clients and Verizon Wireless / Alltel
Washington Mutual Bank - Atlanta, GA 8/2006 – 6/2008Business Banking Consultant/Personal Financial Representative
• Build and maintain a portfolio of small business clients and service their needs with banking, payroll, merchant services, tax solutions and small business lending products including SBA Express, business line of credit, business overdraft line of credit, business term loan and business credit cards.
• Analyze financial statements and monitor client growth and quarterly assess needs and fiscal quarter forecasting. Develop a pipeline of residential lending clients focused on HELOC’s & HELOAN’s. Generate client leads, originate loan documents and process loan files and assist with the underwriting process.
• Close and follow through, follow up on all residential and small business loan files and provide cross sell options to new and existing WaMu customers. Open consumer bank accounts. Establish community, local business and learning institution relationships. Manage financial center marketing and procurement, open houses and off site events.
Taylor, Bean & Whitaker - Atlanta, GA 12/2004 – 3/2006Client Manager & Registration Coordinator
• Managed 209 registered banks and brokers in Ohio, Illinois and Michigan. Supported additional clients in the Atlanta, Birmingham, Norfolk, and Charlotte metropolitan areas.
• Registered, trained and provided on-going support and servicing for assigned clients on Fixed, Variable Rate mortgage products including Freddie Mac.
• Provided on-demand support on TBW, Community Banking Online and FHA websites, pricing inquiries for regional rate sheets and troubleshooting for processors, title agents, attorneys and loan officers.
• Liaison to all departments in TBW to service clients as effectively as possible and within acceptable time frames and managed the registration process for all new broker locations and loan officers.
• Provided new clients with User ID’s and Passwords, completed pipeline generation and troubleshooting, filed and updated ID/Password requests with Freddie Mac and liaison to account executives and TBW upper management. Maintained a log of all new clients and their current status and worked alongside the compliance and client administration approvals departments to ensure accuracy and consistency.
Washington Mutual Bank - Maspeth, NY 2/2003 – 7/2004Assistant Financial Center Manager
• Managed a branch staff of seven while overseeing bank product and mortgage sales production, teller operations. Monitored daily operations held within federal, local and company and compliance standards.
• Originated, processed and closed all of the Fixed and Variable rate 1st and 2nd mortgages, personal, secured and collateral loans generated in the branch. Performed audits completed loan files, including HUD approvals and appraisal reviews. Managed the increased loan production in the branch & trained the sales staff on new products & programs.
Citigroup – (CitiFinancial & Citibank) 7/1999 – 9/2002Springfield, VA - Assistant Branch Manager
• Managed a sales staff of five associates; originated, processed, closed and audited mortgages and personal loans; completed, reviewed and approved HUD-1’s & approved funding requests.
• Increased loan production and branch ranking to number one in the district and remained there for five of fourteen months while maintaining daily branch operations. Completed appraisals, site visits and vehicle photo inspections and acted as liaison with local government and legal authorities.
Melville, NY - Sales & Test Center Associate• Managed a dedicated portfolio of clients to test new affinity cards to determine market usability.
Submitted feedback to determine if tested products would be further developed for mainstream account holders.
Education
Westbury Senior High School – Old Westbury, NY Honors / RegentsHampton University - Hampton, VA Architecture / NROTCNassau Community College – Garden City, NY Marketing
Professional Affiliations
Show Me The Way Foundation, Inc. 3/2009 to PresentBusiness Manager and Board Advisor
• Serving and advising the Founder of the foundation and the Board of Directors in the areas of financial management, business development, government relations and overseeing the development and implementation of community programs. Also providing project management support and intern management.
