Titles held: Consumer Care Representative, Consumer Care Coach, Business Credit card Coach (All Call center)
Nashville, TN and Atlanta, GA
- Managed a team of Inbound customer care representatives to ensure each customer received outstanding customer service and each corporate KPI metric was met.
- Utilized my project management skills to develop the current recruiting and hiring program to include: the interview process, New Hire Training, and the On Boarding program.
- Increased sales and operational performance by organizing and institutionalizing a recognition program, monthly and quarterly events for top performers based on performance metrics, for our customer care representatives.
- Rewarded with Top Care Coach for Nashville Center – 2012
- Managed a team of 20+ customer service representatives on metrics including: Sales, Process Quality, Customer Service Skills, and Average Handle Time.
- Analyzed and acted upon operational data to lead my team to perform 154% above set sales goals, to include balance transfers, deposit and loan products.
- Improved customer survey scores by 30% for CY2013 by utilizing effective coaching and motivation methods.
- Participated and graduated from SunTrust Lean Six Sigma Yellow Belt program.
- Received the Gold Performance Teammate Award for Coaches(#3 of 70 system wide coaches) award within SunTrust for 2013.