James Keith Van Cleave

James Keith Van Cleave #11 Quirino St. Monsod BGRY Sun Valley Pque Mobile no. 0922 -/- Email:-EDUCATIONAL BACKGROUND FAR EASTERN UNIVERSITY WORK EXPERIENCE Organization: Telus International March: 2014 – Present Process: Customer Service Voice and E-Mail UK Customers Designation: Team Leader – Inbound Customer Service   Responsible for managing 10 associates in an Inbound/E-Mail Customer Service environment. Team Tasks include Inbound Customer Service, E-Mail Customer Service WORK EXPERIENCE Organization: Financial Times March: 2014 – April 2015 Process: Central Working Europe, Middle East, Africa and UK Customer Service Designation: Team Leader – Inbound Customer Service   Responsible for managing 8 associates in an inbound/outbound Customer Service and Sales/Collections environment. Team Tasks include Inbound Customer Service, E-Mail Customer Service, Outbound Collections and Outbound Sales Organization: American Data Exchange (AMDATEX) Working since: February 2012 – February 2014 Process: Title Processing Designation: Assistant Channel Manager – Back Office Functional Responsibilities:       Manages 186 FTE's (4 Supervisors, 9 Project Officers, 10 line leaders, 240 Agents) Directs the day-to-day operations of the Title Production. Ensures that operational risks are identified, monitored, and managed effectively. Create an environment where process improvements are identified, scrutinized, implemented, and rewarded. Ensure agreed PLAs are met in areas of quality and productivity. Teams task consists of Property Title Investigation. This Is a Back Office task where we update the title report by looking through updated documents filed to ensure that our partner company will provide the proper insurance coverage. Organization: Firstsource Limited Working since: August 2011 – February 2012 Process: Banking Customer Service Designation: Team Manager/Team Leader – Inbound Customer Service Functional Responsibilities:  Responsible for managing 10 associates in an inbound/outbound call center environment. Drives team to achieve quantitative goals. Ensures alignment of individual and business goals through constant communication, training and monitoring of associates, in order to guarantee excellent service provided to customers. Provides opportunities for employee development through counseling, identification of high potential employees, delegating special projects and facilitating task forces. Ensures that the general work environment is maintained in good condition including the systems, technology, training and management tools through coordination with IT Department & other business entities.  Team tasks consist of Inbound Customer Service for a credit card company (Financial Account).  Tasked to ensure that complaints are handled by the supervisors and closed within 24 hours of handling.  Ensures that the Team performs in selling of insurance products without committing any sales violation. Organization: Bayview Technologies Inc. Working since: August 2010 – August 2011 Process: Online Casino (English/Thai) and Local Telebetting Designation: English Customer Service Manager – Back Office/E-Mail and Chat Customer Service and Inbound Customer Service Functional Responsibilities:       Managed 35 FTE's (3 Supervisors, 2 Quality Analyst, 30 Associates) Directs the day-to-day operations of the English/Thai/Local Customer Service Department. Ensures that operational risks are identified, monitored, and managed effectively. Ensure agreed PLAs are met in areas of quality, service, and profits. Team task is to ensure that E-Mail are answered based on priority (2 hour, 4 hours and 24 hours) Chat is answered immediately with immediate resolution. Organization: JPMorgan Chase Bank Working since: July 2009 – June 30, 2010 Process: Customer Fulfillment, Back Office for Customer Deposits Designation: Team Manager – Inbound Customer Service and Back office Task (Money Transfers) Functional Responsibilities:  Responsible for managing 12 associates in a back office call center environment. Drives team to achieve the set SLA of the Business. Ensures alignment of individual and business goals through constant communication, training and monitoring of associates.  Launch Customer Fulfillment/Back Office Project (OIC). Migrated the process from India to the Philippines. Ensuring that all process concerns/issues/incidents are monitored and reported through proper channels so that concerned parties are notified of the incident in order to resolve impact to operations ensuring 100% Migration on the 3rd Month of Operations. Organization: HSBC Electronic Data Processing Philippines Ltd. (HDPP) Working since: June 2004 – July 2009 Process: Direct Banking & Auto Finance, Direct Banking Designation: Assistant Manager, Operations/OIC Functional Responsibilities:  Responsible for managing 10-12 associates in an inbound/outbound call center environment. Drives team to achieve quantitative goals. Ensures alignment of individual and business goals through constant communication, training and monitoring of associates, in order to guarantee excellent service provided to customers.  Human Resources/Recruitment September 2005 – October 2005 Achievements:    Created the Quality Guidelines for HSBC Autofinance for all sites. Top Team for 9 months (2009) 30% Improvement from Dissatisfied to Satisfied in Customer Experience over a 2 month period. Character Reference available upon request.