Alicia Tapper Email & Phone Number

Cambridge, Ma

Empowers team members to excel in their roles during a time of rapid growth. Creates and delivers training sessions for new and existing CCC employees, to include job skills, products, sales, and customer service. Develops, maintains and supports substantial knowledge of Bank products, services, policies, and procedures. Provides knowledge and expertise in utilizing customer interface technology, electronic delivery systems and numerous software applications utilized by the Bank… Show more Empowers team members to excel in their roles during a time of rapid growth. Creates and delivers training sessions for new and existing CCC employees, to include job skills, products, sales, and customer service. Develops, maintains and supports substantial knowledge of Bank products, services, policies, and procedures. Provides knowledge and expertise in utilizing customer interface technology, electronic delivery systems and numerous software applications utilized by the Bank. • Supervises a team of eight (8) Specialists in all aspects of sales, service, technology and operations.• Provides support, guidance and direction to the Specialists and three (3) Video Bankers, making decisions on customer issues and handling customer escalations.• Analyzed and reduced the abandonment rate by 20%, year over year. The CCC handled 4300 calls with an abandonment rate of 3.7% in February 2019.• Collaborated with the team to reduce ASA by 16%, year over year; achieving an ASA of 37 seconds in February 2019.• Key player in the implementation of an online account opening system in 2014 which generated $12 million in DDA deposits in 2018. Show less

Newtonville, Ma

Promoted within the branch in recognition of operational excellence and customer service success. Established structure and developed operating systems within the branch, adapting to policy or procedure updates. Advised and informed clients, existing and potential, of banking products and services that could best serve their needs.• Supervised and coached the branch team in sales, service, and operations

Newtonville, Ma

• Provided high quality customer service and sales referrals at the platform and completed teller transactions behind the teller line.

Leveraged communication skills and educational background to support a 501(c)3 nonprofit organization operating a supplemental literacy program to improve the literacy skills of low-income public school students. Oversaw the daily operations at assigned sites. Coordinated communication and planning between the schools, volunteers, parents, teachers, and program headquarters. Counseled volunteers as to different methods of instructing their individual students with respect to the students’… Show more Leveraged communication skills and educational background to support a 501(c)3 nonprofit organization operating a supplemental literacy program to improve the literacy skills of low-income public school students. Oversaw the daily operations at assigned sites. Coordinated communication and planning between the schools, volunteers, parents, teachers, and program headquarters. Counseled volunteers as to different methods of instructing their individual students with respect to the students’ unique challenges and abilities.• Motivated 61 students to develop their literacy skills through interaction with 20 older adults.• The students’ literacy scores improved more than one (1) grade level at the end of the school year. Show less

Cultivated strong beneficial customer relationships to reach branch sales goals. Recognized for operational excellence in managing branch records and completing required reports. Selected as a mentor to provide instruction and motivation to new employees.• Recognized for Superior Customer Service by the CEO and President on 2 occasions.• Implemented branch onboarding procedure for new customers based on new bank-wide sales process.• Completed basic teller transactions with… Show more Cultivated strong beneficial customer relationships to reach branch sales goals. Recognized for operational excellence in managing branch records and completing required reports. Selected as a mentor to provide instruction and motivation to new employees.• Recognized for Superior Customer Service by the CEO and President on 2 occasions.• Implemented branch onboarding procedure for new customers based on new bank-wide sales process.• Completed basic teller transactions with speed and accuracy.• Managed the operation of the coin machine, including servicing the machine and shipping out the coin to Dunbar weekly. Show less

-Developed curricula for a 7th grade American Government class and a 12th grade Economics course.-Challenged the students with complex projects that connected personal interests with the subject material.-Created a safe space within my classroom, where students had the opportunity to develop intellectually, socially, and emotionally