Experience

The Women's Center

• United States
• Individual and Family Services
• 1 - 100 Employee

• Community Outreach Prevention Educator Advocate

  • Oct 2016 - Present

  New Bedford MA Domestic Violence / Sexual Assault Counselor Community Outreach Prevention Education



Steward home care and hospice

• Bereavement Coordinator

  • Mar 2014 - Aug 2016

  Fall River MA Provide emotional support to hospice families and community Develop new bereavement services as needed Develop and implement educational programs on grief, loss and coping with bereavement Documents bereavement assessments Facilitates bereavement and caregiver support groups Assists in planning and organizing memorial services with other hospice team members



MetLife

• United States
• Insurance
• 700 & Above Employee

• Sales Development Consultant

  • Jan 2010 - Aug 2013

  Optimize sales performance of staff and processes to effectively handle current and planned call volumes and exceed sales plans across multiple products. Collaborate with business partners to create and execute strategic marketing campaigns Drive quality and customer satisfaction Identify, develop and analyze productivity and quality metrics. Strategically influence business relationships between Call Center, vendors and business partners for one or more lines… Show more Optimize sales performance of staff and processes to effectively handle current and planned call volumes and exceed sales plans across multiple products. Collaborate with business partners to create and execute strategic marketing campaigns Drive quality and customer satisfaction Identify, develop and analyze productivity and quality metrics. Strategically influence business relationships between Call Center, vendors and business partners for one or more lines of business. Lead process improvements Partner with internal and external business partners to build and manage specific budget, call volume and Service Level Agreements. Key point person to address all product specific budget, performance guarantees, staffing and call volume forecasting issues. Effectively manage multiple projects and produce desired results Drive change that supports cost and call reduction Facilitates monthly/quarterly meetings with business partners reporting sales and quality results. Show less



MetLife

• United States
• Insurance
• 700 & Above Employee

• Sales & Service Call Center Supervisor

  • Mar 2001 - Jan 2009

  Core team member in establishing the MetLife Bank Sales and Service Call Center Managed both local and remotely a staff of 40 sales and service representatives including career development and performance appraisals Motivate sales staff to meet and exceed sales goals Oversee all customer service operations i.e. opening accounts, servicing existing accounts, handle executive complaints and problem resolution Manage service level, average handle time and… Show more Core team member in establishing the MetLife Bank Sales and Service Call Center Managed both local and remotely a staff of 40 sales and service representatives including career development and performance appraisals Motivate sales staff to meet and exceed sales goals Oversee all customer service operations i.e. opening accounts, servicing existing accounts, handle executive complaints and problem resolution Manage service level, average handle time and abandonment ratio Coach to results and perform quality monitors Review and analyze daily call volume and sales reports Show less



Santander Bank, N.A.

• United States
• Banking
• 700 & Above Employee

• Customer Support Credit Manager

  • 1996 - Mar 2001

  Recruit and manage a staff of 12 exempt credit underwriters and 10 credit call center representatives including career development and performance appraisals •Managed incoming call volume using ACD MAX •Oversee all customer service operations i.e., credit decisions, problem resolution •Developed and reviewed daily application and call volume reports •Served as a liaison between the branches and departments through several bank merger and acquisitions … Show more Recruit and manage a staff of 12 exempt credit underwriters and 10 credit call center representatives including career development and performance appraisals •Managed incoming call volume using ACD MAX •Oversee all customer service operations i.e., credit decisions, problem resolution •Developed and reviewed daily application and call volume reports •Served as a liaison between the branches and departments through several bank merger and acquisitions •Project leader for training workshops I have held several positions in my banking career from a teller, assistant branch manager, consumer lending collections, etc Show less



Soveriegn Bank

• CSU Supervisor

  • 1996 - 2001

  •Recruit and manage a staff of 12 exempt credit underwriters and 10 credit call center representatives including career development and performance appraisals •Managed incoming call volume using ACD MAX •Oversee all customer service operations i.e., credit decisions, problem resolution •Developed and reviewed daily application and call volume reports •Served as a liaison between the branches and departments through several bank merger and acquisitions •Project… Show more •Recruit and manage a staff of 12 exempt credit underwriters and 10 credit call center representatives including career development and performance appraisals •Managed incoming call volume using ACD MAX •Oversee all customer service operations i.e., credit decisions, problem resolution •Developed and reviewed daily application and call volume reports •Served as a liaison between the branches and departments through several bank merger and acquisitions •Project leader for training workshops I have held several positions in my banking career from a teller, assistant branch manager, consumer lending collections, etc Show less