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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE EMAIL AVAILABLEExperienced Operations Excellence AND Training managerForward thinking customer service manager with over twenty-two years experience in telecommunications industry. Proven ability to deliver exceptional service and develop employees. Exceptional influencer with the able to identify what motivates individuals and persuade them to excel in both sales and customer service roles. Cross trained in sales tactics and techniques.Key Skills and AbilitiesProject ManagementCustomer Service Strategy and OperationsSales and Retention/LoyaltyAccount ManagementEmployee Supervision & TrainingTalent Recruitment and ManagementAdministrative SupportProfessional ExperienceRegions, Jackson, MS 2023 -Relationship Banker IIRelationship Banker II is responsible for meeting with customers and prospects both in person and on the phone to determine their financial needs, and meeting those needs by proactively offering appropriate products, services, and guidance to achieve their financial goals.Achieves branch targets and goals by identifying customer needs and providing appropriate guidance and perspective about Regions solutions.Conducts outbound phone calls using generated customer and prospect lead lists to expand existing customer relationships and acquire new ones.Educates and advises customers on Regions Consumer and Business products and services, including all loan and deposit types.Educates customers on emerging technology and digital solutions such as mobile, online, and ATM offerings, all designed to make banking easier.Provides a consistent optimal customer experience, which may consist of sharing responsibility for greeting customers and processing transactions to ensure customers bank when, where, and how they choose.Owns and resolves customer issues.Refers customers to an internal team of experts when complex financial goals and needs are recognized.Follows all bank processes and procedures and adheres to applicable laws and regulations, including completing duties delegated and assigned by the Branch Manager; as a member of the branch team, ensures sound banking practices, including managing, identifying and reporting operational risks.Comcast, Jackson, MSRetention Account ManagerResponsible for delivering a best-in-class experience for supervisors and their teams. Manages all phases of the customer experience and team environment to achieve and exceed financial targets and customer satisfaction scores. Delivers tight operational and financial controls in a cost-effective manner. Hires, coaches and evaluates personnel based on performance standards. Develops personal performance plans with employees and provides continuous performance feedback and quarterly performance plan reviews. Develops processes and procedures to drive department efficiencies, assists in development and meeting of departmental budget. Manages team which may include exempt and non- exempt employees. Provides subject matter guidance to employees as needed.Leverages the Net Promoter System to monitor customer feedback, coaches to improve the customer experience. Reviews and analyzes operational and financial reports to improve operational performance and metrics.Builds collaborative relationships with market, region, and division stakeholders.Coaches and develops team members on how to position all company products with customers.Customer Care Associate Supervisor 2011 - 2019Supervised a team of Customer Care Associates in providing direct customer service to television and communications customers. Established performance goals based on daily and weekly metrics, while supporting individual development. Evaluated performance metrics and personally observe associates to provide coaching and feedback necessary to promote positive change and team success.AT&T/Bell South, Jackson, MS 2005 - 2010Consumer Sales Coach ManagerDeveloped a deep talent pool of consumer sales professionals tasked with selling voice, data, wireless and television products. Recruited, screened, hired and trained exceptional sales representatives. Developed sales teams to take advantage of complementary strengths. Trained sales representatives as modern technologies were introduced. Managed the administrative aspects of sales leadership, including compensation plans, performance reviews, and monthly quotas/objectives. Offered praise and advancement to top performers, while providing coaching and/or appropriate action for poor performers.Consumer Sales Associate (2000)Answered inbound sales calls in a busy call center environment and consulted with prospects and existing customers to recommend products based on individual needs and corporate promotions. Provided customers with positive sales and service experience, resulting in continuously meeting sales quotas and service standards.Education - Jackson State University, Jackson, MSAwards 2015, 2016, 2017 Retention Elite Supervisor, 2021 Manager and Above Project Champion |
