JOHN LERRY ALBANO CAFIRMA

• Act as Subject Matter Experts on all key systems, and corporate policies related to compliance governance.
• Research, analyze, and present solution to Reports to Managers requests.
• Ensure compliance with Corporate Policy, Data Privacy and Protection Guidelines.
• Handle responses for critical and complex escalations.
• Prepare daily, weekly and ad hoc reports.
• Proper queue management to ensure all cases are processed within service level agreement.
• Identify and participate in continuous improvement initiatives.
• Actively initiate, implement and participate in different projects to improve accuracy, efficiency and effectiveness within the operations.

· Assist customer with their printer issues.

· Provide assistance if customer have questions about their printer information and capabilities.

· Provide resolution if customer having a hard time using the printer in printing things.

• Home management and care planning.
• Prescription medication management.
• Help with personal hygiene and care.
• Assisting with meal and nutrition.
• Home maintenance and basic housekeeping.
• Reporting and monitoring.

· Assist students, professors, school administrators regarding their concerns about course access codes.

· Troubleshoot when educators and students having issues accessing their account.

Troubleshoot when students and educators having issues accessing the content or part of their courses.

• Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
• Built prospect lists of potential new customers through research and identification of business opportunities.
• Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
• Assist supplier with their product problems.
• Provide proper resolution with their concerns/questions.

• Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Developed effective training plans based on department needs and objectives.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Analyzed team performance and identified opportunities for additional training.
• Tracked attendance and evaluated progress for assigned trainees.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Responded to customer requests for products, services and company information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Updated account information to maintain customer records.