Results-focused management professional offering 14 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.
Call center metrics decoding aptitude
Adheres to customer service procedures
Exceptional interpersonal communication
Excellent time management skills
Microsoft Outlook, Word and Excel
Compliance, banking laws and regulations
Consumer banking specialist
Adherence to high customer service standards
Quality assurance and control
03/2012 to Current
Executive Escalation Advocate Bank of America – Tampa, FL
Supportively directed a team of 20 customer service associates .
Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Created reports on deteriorating trends.
Maintained friendly and professional customer interactions.
Solved unresolved customer issues.
Strong leader of customer support staff.
Devised and published metrics to measure the team's success in delivering world class customer service.
Maintained up-to-date knowledge of product and service changes.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
11/2010 to 03/2012
Mortgage Servicing Team Manager Bank of America – Greensboro, NC
Cross-trained and backed up other customer service managers.
Met all customer call guidelines including service levels, handle time and productivity.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
10/2009 to 11/2010
Customer Sales & Service Specialist II Bank of America – Greensboro, NC
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Met or exceeded service and quality standards every review period.
Managed high call volume with tact and professionalism.
Bachelor of Science: Accounting University of Phoenix -
Promoted to Team Manager after two years with the company.
Recognized by the Regional Executive for East Coast Call Centers fro dedication and commitment to customer satisfaction.
Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.
Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication.
Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement.
Customer service professional dedicated to effective team management and customer satisfaction.
Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment.