Experience

Insight Credit Union

• Banking
• 1 - 100 Employee

• Branch Manager/ Member Service Center Manager

  • Sep 2021 - Present



Conti Electric

• United States
• 1 - 100 Employee

• Project Engineer

  • Mar 2021 - Oct 2021



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Operations, Bilingual and Escalations Supervisor

  • Jan 2018 - Mar 2021

  Oversee staff to ensure deadlines are met in regards to weekly and monthly stats. Keeps line of communication open to ensure productivity and performance are in line with contract needs. Partner with Strategic Partner with Expedia to identify area of opportunity in an effort to drive performance with the management team. Strategic Consulting, including business plan & sales strategy development. Advising new businesses on formation of corporations and business structures, drafting privacy… Show more Oversee staff to ensure deadlines are met in regards to weekly and monthly stats. Keeps line of communication open to ensure productivity and performance are in line with contract needs. Partner with Strategic Partner with Expedia to identify area of opportunity in an effort to drive performance with the management team. Strategic Consulting, including business plan & sales strategy development. Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions. Adherence to SYKES policies on ethics and integrity. Through effective leadership, focuses on team performance and attrition. Manages escalation procedures and ensures service levels are maintained. Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner. Responsible for interviewing and selection of new hires and evaluating agents, performance management documentation and where applicable, initiating the termination process. Provides training and mentoring for Team Coaches and Team Supervisors when applicable. Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes. Show less Oversee staff to ensure deadlines are met in regards to weekly and monthly stats. Keeps line of communication open to ensure productivity and performance are in line with contract needs. Partner with Strategic Partner with Expedia to identify area of opportunity in an effort to drive performance with the management team. Strategic Consulting, including business plan & sales strategy development. Advising new businesses on formation of corporations and business structures, drafting privacy… Show more Oversee staff to ensure deadlines are met in regards to weekly and monthly stats. Keeps line of communication open to ensure productivity and performance are in line with contract needs. Partner with Strategic Partner with Expedia to identify area of opportunity in an effort to drive performance with the management team. Strategic Consulting, including business plan & sales strategy development. Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions. Adherence to SYKES policies on ethics and integrity. Through effective leadership, focuses on team performance and attrition. Manages escalation procedures and ensures service levels are maintained. Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner. Responsible for interviewing and selection of new hires and evaluating agents, performance management documentation and where applicable, initiating the termination process. Provides training and mentoring for Team Coaches and Team Supervisors when applicable. Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes. Show less



SunTrust

• United States
• Financial Services
• 700 & Above Employee

• Branch Manager

  • Apr 2015 - May 2017

  Responsible for management of the entire branch. : Managing two or more FTEs Conducting performance reviews Interviewing and selection of candidates to fill branch positions Performance counseling, including making and recommending disciplinary action decisions Ensuring compliance with internal controls, operational procedures and risk management policies Ultimately responsible for driving branch performance results through: Strong individual and team sales/referral… Show more Responsible for management of the entire branch. : Managing two or more FTEs Conducting performance reviews Interviewing and selection of candidates to fill branch positions Performance counseling, including making and recommending disciplinary action decisions Ensuring compliance with internal controls, operational procedures and risk management policies Ultimately responsible for driving branch performance results through: Strong individual and team sales/referral performance in deposits, loans, investment and other product lines Directing, leading and coaching of superior sales and service behaviors and activities by the entire team Developing and executing plans in order to meet/exceed of branch sales goals while maintaining an operationally efficient and compliant branch Conducting sales efforts, as required, to bring in new primary relationships, while also maintaining and expanding existing personal and business banking relationships Accountability for maximizing sales, customer satisfaction, and minimizing operating losses by executing the plays and strategies outlined for the branch. Reviewing performance results via Edge$ell, QlikView and other sources to assess performance and make necessary adjustments in team capabilities, teammate coaching, etc. Successfully executing the Client Execution Model (CEM) plays, coaches teammates, and utilizes branch performance metrics in order to manage and measure branch success. Conducting new client prospecting efforts to bring in new client relationships, while also maintaining and expanding existing personal and business banking relationships. Maintains and develops relationships with existing small business customers to continually deepen those relationships and achieve small business goals. Ensuring branch compliance with bank procedures, internal controls, risk management and the SunTrust Code of Conduct. Ensuring that all required training is successfully completed by the entire team. Show less Responsible for management of the entire branch. : Managing two or more FTEs Conducting performance reviews Interviewing and selection of candidates to fill branch positions Performance counseling, including making and recommending disciplinary action decisions Ensuring compliance with internal controls, operational procedures and risk management policies Ultimately responsible for driving branch performance results through: Strong individual and team sales/referral… Show more Responsible for management of the entire branch. : Managing two or more FTEs Conducting performance reviews Interviewing and selection of candidates to fill branch positions Performance counseling, including making and recommending disciplinary action decisions Ensuring compliance with internal controls, operational procedures and risk management policies Ultimately responsible for driving branch performance results through: Strong individual and team sales/referral performance in deposits, loans, investment and other product lines Directing, leading and coaching of superior sales and service behaviors and activities by the entire team Developing and executing plans in order to meet/exceed of branch sales goals while maintaining an operationally efficient and compliant branch Conducting sales efforts, as required, to bring in new primary relationships, while also maintaining and expanding existing personal and business banking relationships Accountability for maximizing sales, customer satisfaction, and minimizing operating losses by executing the plays and strategies outlined for the branch. Reviewing performance results via Edge$ell, QlikView and other sources to assess performance and make necessary adjustments in team capabilities, teammate coaching, etc. Successfully executing the Client Execution Model (CEM) plays, coaches teammates, and utilizes branch performance metrics in order to manage and measure branch success. Conducting new client prospecting efforts to bring in new client relationships, while also maintaining and expanding existing personal and business banking relationships. Maintains and develops relationships with existing small business customers to continually deepen those relationships and achieve small business goals. Ensuring branch compliance with bank procedures, internal controls, risk management and the SunTrust Code of Conduct. Ensuring that all required training is successfully completed by the entire team. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• personal banker2

  • Jan 2014 - Apr 2015

  Provides full-service banking to high value customers. Consults with customers regarding financial needs, recommends product/solutions, and financial services to meet those needs. Resolves inquiries, opens and services accounts within authorized limits such as checking, savings, and/or credit and loan. Partners and/or acts as a liaison to other internal departments. Cross-sells products and services to existing clients. Provides full-service banking to high value customers. Consults with customers regarding financial needs, recommends product/solutions, and financial services to meet those needs. Resolves inquiries, opens and services accounts within authorized limits such as checking, savings, and/or credit and loan. Partners and/or acts as a liaison to other internal departments. Cross-sells products and services to existing clients.



Frontier Communications

• Telecommunications
• 700 & Above Employee

• Operations Supervisor, BILINGUAL

  • Sep 2007 - Jan 2014

  Lead a team responsible for consistent revenue attainment based on a team and center goals Strategically analyzing Frontier’s current processes in sales, productivity, and retention of customers to improve the overall customer experience Interpreting trends in metric reports and key insight data Responsible for the overall development of 18+ consultants Identifying key drivers for revenue and customer retention within call centers Monitoring and interpreting statistical models… Show more Lead a team responsible for consistent revenue attainment based on a team and center goals Strategically analyzing Frontier’s current processes in sales, productivity, and retention of customers to improve the overall customer experience Interpreting trends in metric reports and key insight data Responsible for the overall development of 18+ consultants Identifying key drivers for revenue and customer retention within call centers Monitoring and interpreting statistical models with emphasis on human behavior and varying, non-deterministic variables in graduate work Grouping segmentation clusters in case studies by demographics (dissertation work with professor using driving simulator) Allocating market spend and balancing budgets at a team and center level with the purpose of driving key results (increasing sales, customer retention, PCS results) PowerPoint creation to communicate data, analysis and interpretation to senior leadership Daily use of Microsoft Excel and manipulating data to present metrics and drive performance Show less Lead a team responsible for consistent revenue attainment based on a team and center goals Strategically analyzing Frontier’s current processes in sales, productivity, and retention of customers to improve the overall customer experience Interpreting trends in metric reports and key insight data Responsible for the overall development of 18+ consultants Identifying key drivers for revenue and customer retention within call centers Monitoring and interpreting statistical models… Show more Lead a team responsible for consistent revenue attainment based on a team and center goals Strategically analyzing Frontier’s current processes in sales, productivity, and retention of customers to improve the overall customer experience Interpreting trends in metric reports and key insight data Responsible for the overall development of 18+ consultants Identifying key drivers for revenue and customer retention within call centers Monitoring and interpreting statistical models with emphasis on human behavior and varying, non-deterministic variables in graduate work Grouping segmentation clusters in case studies by demographics (dissertation work with professor using driving simulator) Allocating market spend and balancing budgets at a team and center level with the purpose of driving key results (increasing sales, customer retention, PCS results) PowerPoint creation to communicate data, analysis and interpretation to senior leadership Daily use of Microsoft Excel and manipulating data to present metrics and drive performance Show less