Experience

Direct Line Tele Response

• United States
• Telecommunications
• 1 - 100 Employee

• Operations Manager

  • Oct 2019 - Present

  • Monitor call center operations and ensure high quality of service that our clients expect.• Provide Support to call center Supervisors as well as admin on all call center activities.• Monitor call trends for proper staffing needs, plan strategically for forecasting needs, which includes the queue, track calls, keeping aware of the abandon rate to staff accordingly. • Coordinate with Supervisors, training teams, QA and provide necessary feedback as appropriate.• Maintain and ensure compliance for policies and procedures, share best practices.• Create new procedures for today’s trending remote call center needs.• Responsible for recruiting, hiring, training guidelines, discipline and all other agent needs. • Setting call center and customer service targets.• Coaching, and motivating people at pace.• Technical support for staff with troubleshooting needs.• Randomly monitoring calls to ensure that standards are high.• Managing information and statistics.• Managing staff bonus, reward and incentive schemes.• Ensuring that all staff are kept informed of legislation, new working practices and technological changes.• Keeping a close eye on staff turnover, absenteeism and overtime.• Managing a large team of staff from diverse backgrounds.• Writing up correspondence that is to be sent to Staff as well as clients.• Attending weekly meeting to review progress and or any problems.• Giving center staff feedback on their performance.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Team Manager - AVP

  • Nov 2007 - Oct 2019

  Provider of banking, mortgage, investing, credit card, insurance, and consumer and commercial financial services. This role required me to be highly organized, skilled at multi-tasking, being proactive and make decisions using sound judgment for vetted and new hires alike. I support 40+ new hires, leaders and the banker coaching queue for L&D. On board, train team members that contributed to significant improvements in customer experience as well as compliance to ensure less risk exposure.Set the standard for the new hire graduation process, train team members for business and consumer banking. Travel to other sites and assist in corporate training initiatives. Risk manager, train and assist other managers in compliance risk, operational risk and fraud awareness. Train CSR’s that contributed to significant improvements in Risk management, customer experience and sales. Report generation, analytical data research to improving PM stats for team members. Collaborated with Implementation Teams, project management to assist with upgrades /roll outs of new functionality in online banking; work as liaison for other lines of business including Senior Management, Technical Support, Executive Office, Project teams, Business Associates, Consumer, and Retail. Responsible for completing research requiring comprehensive analysis of sensitive details for back office teams. Resolve highly sensitive banking concerns, such as complaints, legal threats, online security, and compromised data. Performed account maintenance, and assistance with hardware platform or software operating systems.Trained team members and clients through navigation with the various software’s used in different departments. Provide support for bankers in navigating our systems and help sets for consumer/business banking, mobile banking, software support, fraud prevention, etc.

• Business Online Banking Team Lead

  • Jan 2012 - Oct 2015

  Promoted sales campaigns and tracking progress and results, reviewing, prioritizing, and distributing daily work to meet deadlines and goals; monitor work in progress making adjustments as needed; giving feedback and training to staff; addressing scheduling issues, including absences and tardiness; providing input to supervisors or upper management on staff performance. •Interim Supervisor and SME for various projects for first level teams and business online.•Report generation, analyze where teams are pacing, coached team members to meet customer service, sales and quality objectives for the department. •Motivated and coached for customer experience and sales production.•Served as Subject Matter Expert for business online banking (BOB) department; work as liaison to other lines of business including Senior Management, Technical Support, Project teams, Business Associates, and Retail

• Technical Support Specialist

  • Mar 2008 - Jan 2012

  Provide support for bankers in navigating our systems and help sets for consumer/business banking, mobile banking, software support, fraud prevention, etc.Work escalated issues and special handling escalations from upper management. Provided assistance for 3rd level in research work to determine fixes and support for various channels. Report generation/data analytical reports based on project needs. Serve as Subject Matter Expert for business online banking (BOB) department; work as liaison to other lines of business including Senior Management, Technical Support, EO, Project teams, Business Associates, and Retail. Assigned multiple projects from Implementation Team to assist with new changes and roll outs of new products. Supported desktop LAN issues for BOB, through portal ID management, troubleshooting, hardware, software and web browser issues. Support customers with banking, online Banking with desktop support for Internet Explorer, Firefox, Chrome, Safari, accounting software; (Quick Books and Quicken.)

• CRS II

  • Nov 2007 - Mar 2008

  Sales Representative, responsible for servicing our customers in their banking needs and assisting customers with products that will help them succeed financially. Responsible for educating the customer of products and services that will enhance their banking and online banking experience.



Agostini Nurse Staffing

• Recruiter

  • Feb 2007 - Nov 2007

  Perform activities in order to procure highly qualified health care professionals. Conduct daily prospecting by telephone in order to effectively present the benefits of potential recruits. Establish, promote, and maintain contact with hospital staff and medical staffing needs. Reviewed, analyzed and ensured fulfillment of staffing needs for hospitals across the US. Recruited for positions including Pediatrics, PICU, NICU, Adult Critical Care, MICU, ICU, ED, and CardiologyWorked with department heads to ensure proper staffing and fulfillment of human resource requirements for 6,500 total employees, with placement of 45 nurses monthly. Interviewed and qualified candidates for accreditation and conformity to placement requirements. Collaborated with internal and external sources to ensure optimal staff for 24-hour facilities.



Ashby Lumber

• United States
• Wholesale Building Materials
• 1 - 100 Employee

• Counter Sales

  • Jan 2007 - May 2007

  Assist contractors and homeowners with everything needed for residential and commercial remodeling, rebuilding, and renovation such as lumber, tools and hardware, doors, windows, paint, faucets, sinks, and toilets.



Sonoma Connections - Call-24 Communications

• Operations Manager

  • Sep 1998 - Jan 2007

  Encourage an environment where TSR's are motivated to deliver top performance, meet all business objectives including customer service/sales as well as any of our client’s answering service needs. Outstanding experience in processing high volume of incoming calls, excellent customer service skills, strong organizational interpersonal skills, excellent typing skills, verbal and written communication skills, amazing ability to remain calm in an emergency situation and work independently. • Sales and account development; build and grow client relationships.• Installed and maintained Infinity network systems for answering service.• Specialized customer account setup for over 1100 clients.• Trained TSR’s for the various clients’ needs ensured all policies and procedures are maintained.• Inbound and Outbound TSR. • Greeted caller and supplied relevant information to callers. • Handled information window with accuracy and alertness. • Maintained appropriate logs and records. • Handled order taking, registration, appointment setting, voicemail, and IVR services. • Assisted in clerical duties and paging. • Handled emergency calls following appropriate procedures. • Handled and dispatched incoming telephone calls. • Recorded caller messages and information. • Handled emergency calls for hospitals, medical and dental offices. • Documented customers record accurately. • Handled overflow of phone calls and transferred them to the related department.• Programmer for the DOS based clients.• Input financial transactions including credit card, COD and POS processing.• Full shipping responsibility for clients including domestic & international, with UPS, FedEx, DHL and USPS.



Kragen Auto Parts and Grand Auto

• Parts Pro ~ Assistant Manager

  • Dec 1993 - Mar 1997

  Assisted team with customer facing in finding the appropriate parts for the customer’s vehicles, as well as find accessories. Special order parts for repairs and upgrades to commercial and consumer vehicles. Manage store operations to maximize sales, profits and customer service. Build, coach, train and engage crew team to deliver superior levels of customer care and business results. Lead a successful team and manage in fast-paced auto parts store. Inventory Control, provided asset management and supported operational issues. Overall cleanliness and readiness of vehicles, sales floor, stock room and outside areas. Assisted customers with parts and diagnostic problems by asking probing questions. Assisted customers with changing out batteries, lights and other light mechanical needs. Searched electronic parts catalog for correct parts and placed special orders for out of stock items. Completed inventory counts on schedule. Stocked shelves with latest merchandise and tagged correctly. Unloaded delivery trucks and placed store merchandise in correct locations. Assisted customers with issues and accepted and processed payments for completed purchases. ASE Certified