Satuner James Anthony

Role : Process Manager

Span of Control - 104

Summary : Responsible for driving all areas of the business and for leading teams to deliver results .Also in charge of monitoring and driving a range of KPIs within a fast paced, high volume payroll processing environment.

• Leading Operation, WFM and Quality team.
• Improved efficiency and effectiveness of performance and management of processes across departments.
• Evaluated impact of process change on overall operation and determined return on investment.
• Promoted change through positive promotion, benefits demonstration and interactive approach.
• Achieved cultural shifts and process change through tenacious determination and interpersonal skills.

• Lead a team of 18 financial advisors in the process- Inbound Customer Service who provide customer service for Chase credit card holders.
• Lead a team of 20 financial advisors in the process-Internet Dedicated Queue who provide customer service and offer issue resolution via Internet since June 2010.
• Lead a team of 20 financial advisors in the process- Service to Sales who sold value added products to Chase customers post providing customer service.
• Performed continuous assessment of service and sales levels, while furnishing oversight and guidance regarding effective sales and customer service techniques.
• Developed and maintained quality assurance program to improve end-user satisfaction and drive revenue growth, Winner of several team awards as a Manager.

• Handled outbound (1st Party Collection) calls for the Bookspan.
• Handled inbound and outbound (3rd Party Collection) calls for American Express, Bookspan and Guthy Renker.
• Regularly conducted training session for the new Team members to understand the process and quality parameters.