Experience

American Eagle Financial Credit Union

• United States
• Banking
• 100 - 200 Employee

• Digital Banking Services Rep II

  • Jun 2021 - Present

  East Hartford, Connecticut, United States

• Supervisor Member Contact Center

  • May 2018 - Jun 2021

• Contact Center Representative

  • Mar 2017 - May 2018

  • Consistently deliver a high level of positive, quality service and build valuable relationships with members • Continually exceed metrics in ANR, Calls per day, Quality • Provided peers training in Jabber and use my technical background to work as a team player • Building my brand by consistently referring products based on members needs • Work with spirit committee to assist the call center on employee engagement



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Supervisor

  • Oct 2016 - Mar 2017

  Manage, coach, and develop a team of twelve technical support individuals. Identify trends and motivate employees to achieve/exceed company metrics. Actively lead high performing teams, involved with employee engagement and employee management.

• Customer Service Supervisor

  • Jan 2014 - Sep 2016

  Managed, coached, and developed a team of twelve customer service individuals. Facilitated meetings and coached to motivate and drive performance. Responsible for interviewing internal/external candidates Coached, mentored, and trained representatives that went to the finale of a company wide competition for outstanding customer service performance.

• Technical Support Supervisor

  • Jun 2013 - Dec 2013

  Coached to teach reps to be accountable and self-sufficient, handle escalated calls, daily on the spot role playing and skill drills for wordsmithing and overcoming objections to drive sales and accessory revenue, always focused on the ever changing needs of the business

• Technical Support Representative

  • Oct 2010 - May 2013

  Peer to peer coaching, New hire assistant, floor support & Team POC

• Customer Service Representative

  • Apr 2009 - Sep 2010

  Peer to peer coaching, New hire assistant, floor support & Team POC



Protocol Marketing

• Advertising Services
• 1 - 100 Employee

• Customer Service Representative

  • Aug 2007 - Mar 2009

  Provided Customer service for 40+ Accounts in a fast paced environment