Team Manager/Operations Leader
Enterprise Customer Care Specialist
Offering an award-winning track record of customer care excellence within high-volume environments that include…
Collections *Call Center * Sales *Loan Servicing
14 Yrs of commended performance in key Collections, Customer Service, Sales Management & Leadership roles.
Expert in customer care/communications, problem solving, relationship building and Team building.
Call Center Operations
Core responsibilities, creating an effective and efficient team through continuous communication, timely feedback, and appropriate leadership practices, Partner with AML Compliance/AML Analytics & Design teams to continuously develop and improve processes, Partner with Business Process Manager regarding required updates to Policies & Procedures to improve efficiencies, track and report daily productivity and quality metrics, Manage personnel issues, operational matters, and coordinate problem resolution as needed. Monitor employee performance to ensure adherence to productivity levels and quality of service within set time frames and guidelines,Define and communicate performance expectations, establish goals and core standards, write performance evaluations, conduct performance evaluation feedback sessions, and initiates progressive discipline as needed.Responsible for executing policies and procedures; ensuring audit compliance to minimize loss. Responsible for participating in regular RCSAs (Risk and Control Self Assessments) ensure appropriate controls are in place to mitigate risk and pass audits. domestic travel - approximately 10% - 15%. Act as escalation point for staff with customer issues to ensure service quality resolution & root cause. Provide leadership with suggestions and statistics to support process improvements that will generate additional revenue, lower servicing costs, and improve overall customer service and compliance standards. Support leadership in monitoring the business plans relative to service goals and manage the overall financial impacts. Support all functions within operations and the customer service environment, partner in the field of Compliance/Anti-Money Laundering/Know Your Customer preferred, Consumer Banking Risk/Fraud experience. Lead all efforts of personal development and coach staff on customer service processes building comprehensive knowledge of all aspects of the line of business processes and procedures, provide detailed knowledge of services and operation systems to ensure staff is proficient in all aspects of business software. Lead staff to be well versed in dealing with customers under difficult circumstances to ensure the ability to identify, analyze, plan, prioritize, and solve problems, by providing viable solutions and executing efficiently. Manage expenses/volumes and impacts to unit cost, strong focus on metrics to achieve performance goals.
Manageed teams of typically 10-20 employees and provided day-to-day coordination of a medium segment of the bank's internal operations activities for EBT Benefit accounts for State and Federal benefits to clients. Responsibilities varied within the following coordinating and directing the daily operations of aligned teams and front line supervisors. Provided daily coaching and feedback, recognizes and rewarded accomplishments and contributions, introduced new processes and procedures, and tracked performance to achieve outlined monthly buisness goals. Processed exception items, resolved complex issues, reviewed and recommended system modifications, conducted quality reviews, and monitored daily business. Directly partnered with all lines of business domestic and offshore to ensure accountabililty for deliverables were met on a daily/monthly basis. Tracked and developed talent within the line of business to prepare and produce future leaders. Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions. Partnered closely with leadership on special projects within aligned function and the site. Lead successful start up and take down of the line of business ensuring employee new job placement, and decomission of appropriate business relationships with state and federal service agreements and contracts.
Managed and Lead Collection, Litigation and Recovery efforts on all deliquent stages of client accounts. Managed a unit of approximately 18-20 collection agents in resolving customer debt situations and customer support program eligibility offers over the phone. Managed aligned collection unit to ensure their objectives and standards are met with the outlined compliance guidelines. Compiled and analyzed statistical data relative to aligned unit productivity, monitored live and recorded calls and provided on-going coaching advice and answers to questions concerning collections activities, reviewed the statuses of delinquent accounts and handled the appropraite volume and service levels for collection efforts. Proactively advised all staff of any current changes in policy or procedures, allocated resources, planed work schedules, and assigned work based on business needs. Consistently coached, developed and mentored staff, trained new staff members, conducted performance reviews and made recommendations regarding corrective actions and or dismissals as needed.
Supported as front line customer support by putting the customer first and doing what's right and creating solutions that make their lives better. Began building my career on a strong foundation of business acumen and helped shape what's next for my career and the business. Supported a leading provider of diverse financial services worldwide, and actively seeked support from team members to create lifelong engaged relationships with internal and external customers by delivering superior service and quality with every customer interaction. Successful maintained a flexible and problem-solvers approach and enjoyed helping customers resolve their questions and concerns. Supported peer coaching and customer service efforts to our retail and credit card customers with a broad array of products and services. Supported Customer Service with knowledge of the following skills: Customer focus taking ownership of each customer while empathizing and prioritizing customer needs and resolving conflicts and managing customer expectations to determine customer needs and provide appropriate solutions through relationship building and effective communication skills and effective verbal and written communication with both external and internal customers. Documented customer account activities thoroughly and concisely, engaged in interactive dialogue with customers through active listening, problem solving skills and always approached problems logically and with good judgment to ensure the appropriate customer outcome, made appropriate decisions on behalf of the customer quickly and effectively, effectively prioritized work to ensure efficiencies were sustained, conducted research as needed utilized analytical skills and critical thinking to exercise independent judgment with accuracy and attention to detail to abide by all applicable regulatory and department practices and procedures. Utilized computer skill familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools with proficiency in Windows Operating Systems and Microsoft Office tools.
Microsoft Office (Word, Excel, Outlook, PowerPoint) and specific knowledge of systems and applications used to support a call center environment.
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