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Management Professional

Call Center Operations ~ Human Resources ~ Personnel Leadership ~ Regulatory Compliance

Employee Relations ~ Coaching & Development ~ Process Improvements ~ Quality Management

         Possess significant call center experience including quality assurance, new systems implementation, metrics tracking and reporting, records management, and human resources functional areas encompassing hiring, mentoring, coaching, rewards and recognition, and performance management.

         Well-developed supervisory, communication, training, and troubleshooting skills.

         Considerable expertise in team-building & leadership, project coordination, business analysis, and customer retention initiatives.

         Excel at interfacing with key stakeholders to fuel forward-moving efforts and continuous improvement.

         Highly skilled at strategic planning, workflow documentation, group facilitation, and dispute resolution.

         Resourcefully blend motivation, recognition, and incentives to inspire, engage, and empower staff to deliver world-class customer service.

         Autonomous and personable with superb prioritization and critical thinking capabilities.

         Excel in analyzing existing practices and orchestrating process improvements to drastically elevate customer service and satisfaction while reducing expenses.

         Highly regarded for unwavering loyalty as evidenced by tenure with Bank of America.

Bank of America Dallas, Texas, 1982 to Present

Senior Operations Manager 2007 to Present

         Apply substantial leadership talents toward coaching and motivating staff, fostering a cohesive work environment, interviewing and hiring top-quality talent, and advising personnel in career advancement opportunities.

         Frequently recognize outstanding staff performance to optimize morale, job satisfaction, and retention.

         Closely monitor bottom-line business performance by compiling statistics, analyzing production trends, and performing contingency planning.

Customer Service Unit Manager 2000 to 2006

         Spearheaded full-scope customer service operations encompassing staffing/hiring, training, mentoring, continuous improvement, quality assurance, and project coordination.

         Leveraged exceptional talents in coaching, motivation, retention, and performance management to result in all team members meeting or exceeding customer service goals.

         Cultivated and reinforced relationships with business partners, vital to achieving goals for quality, revenue, customer loyalty, and team productivity.

         Enriched customer experience by launching Check Fraud Claims Cycle of Service initiative.

Continued

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         Actively contributed to implementing customer case tracking tool (BASS) and providing associated technical training.

         Winner of four Customer Experience Leadership Awards for successful implementation of various CFC initiatives,

         Measurably improved overall customer experience through implementation of Paying Valid Item Service.

         Established Check Fraud Claims call center contingency plan to reduce customer and client impact during system downtimes.

         Successfully implemented department s Customer Automated Telephone Survey (CATS) which enhanced service delivery, identified training needs, and produced real-time results.

         Encouraged and empowered associates to assemble highly effective training manual for central region.

         Devised audit procedures to achieve an efficient dual control process for distributing mail to appropriate areas within bank.

         Collaboratively rolled out call center performance plans and coordinated CFC Dallas Behavioral Interview Certification Training.

         Recognized by senior management for participating in Customer Delight Knowledge Channel broadcast.

         Presented with World-Class Customer Experience Award for pivotal role in seamless execution of GCSBB Customer Experience initiative.

         Recognized for masterminding a plan to increase time spent coaching, motivating, and mentoring associates.

         Steered successful implementation of call re-routing initiative to elevate customer delight and 'associate satisfaction.

Customer Service Supervisor 1982 to 2000

         Steadily advanced through a series of promotions to oversee the complete spectrum of customer service operations spanning training, coaching, statistical reporting, production planning, problem solving, quality control, and hiring.

         Successfully initiated departments' first self-directed team and first SWAT team comprised of highly-developed associates tasked with providing influential assistance throughout customer service department.

         Formed and introduced department policies and guidelines to improve critical areas such as staff attendance and accountability.

         Reduced labor expenses for specific areas within department by strategically blending full- and part-time associates.

         Introduced tools to provide associates with useful data relative to individual and team productivity.

         Structured and implemented area-specific contingency plans to minimize customer impact.

Bachelor of Science in Business Administration

University of Southwestern Louisiana, Lafayette, Louisiana

BGP (Black Professional Group) Bank of America

LEAD for Women Bank of America