Seasoned AVP Customer Service Operations Manager with exemplary skills in Customer Service and Performance Management. Energetic professional with engaging personality and service-driven background. Trained in operations management and banking Call Center management.
Provided leadership to nine employees through coaching, feedback and performance management.
Lakes Region Community Services Board of Directors February 2016 to present. I serve on three of their Boards including the Executive Board of Directors.
Since 1975, Lakes Region Community Services has been an essential community partner supporting individuals and families living with developmental disabilities or acquired brain disorders and providing community-wide family supports to enhance quality of life from birth through the lifespan. LRCS serves the residents of Belknap and southern Grafton counties.
• Quality Service Professional of the Year 2004
• There was zero Customer Service Representative turnover in the past two years. In a Call Center environment, this is not common
• 2018 Successfully assisted with the start up of an overflow Call Center for 24/7 customer service through a relationship with an outsourced company Lending Solutions Inc. (LSI). This included providing all of the knowledge to generate their Standard Operating Procedures when assisting Bank of New Hampshire.
• 2019 - 2021 Continuing the relationship LSI, successfully addressed any procedural updates and customer complaints or concerns. Training five of my employees to process the incoming tickets from LSI for additional customer assistance on site.
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