Experienced Call Center/Operations Manager with 7+ years of demonstrated history in the financial services field. Very focused when it comes to completely at task. Fast learner and work very well with others and also independently. Ambitious, results-oriented and dedicated individual with excellent skills in retention and de-escalation.
Provide education regarding retirement readiness | Run disbursement quotes | Assist with online navigation | Submitting research and follow-up request | Reviewing and implementing any new communication regarding plan updates and changesProvide
Tracking all call center metrics to track call volume and service levels needs (service levels, logged in percentages, and average handle times) | Analyzing customer satisfaction data to improve the customer experience | Using policy and product knowledge to assist customers through online messaging. Average of 360 messages a week | Directed incoming call distribution | Managing a call center team of 18 representatives | Completed account updates and filing documentation | Creating work schedules for optimum efficiency and productivity. | Contributing to development of an operating plan, budget, and performance goals for the call center | Meeting service and productivity standards above 90%, while resolving operational problems and handling disturbances | Creating monthly engagement activities to actively promote and sell the credit union’s full line of financial services | Processing MasterCard disputes.
Processing orders and quote request | Managed online chat and email correspondence by providing pricing and delivery information, assisting customers with inquiries regarding their orders | Maintaining three live chats simultaneously while maintaining a productivity level of 104% | Accurately and efficiently performed data entry for the Service and Sales team | Proofing material, reviewing discrepancies and managing corrections.