Anh B. Email & Phone Number

United States

Costa Mesa, California, United States

United States

Start and build from 4 to 100+ members, fostering a culture of unity and continuous development.Report to the President and CEO, aligning team development initiatives with overarching business objectives.Designed and implemented comprehensive training programs on loan products that significantly enhanced sales and service skills, driving performance excellence across the team.Mentored managers and facilitated METRICS, KPI-focused meetings, ensuring alignment with organizational goals and driving a culture of accountability and high performance.Led recruitment efforts and implemented performance-based promotion strategies, optimizing team efficiency and fostering a culture of meritocracy.Streamlined call distribution processes and managed contact center software, maximizing operational efficiency and leveraging technology for strategic advantage.Collaborate with the IT & Dev Team on integrating systems and enhancing CRM systems to facilitate personalized customer interactions, resulting in improved customer retention rates and enhanced overall satisfaction.Conducted extensive market research across 30 states, driving the adaptation of marketing strategies to meet evolving consumer preferences and market dynamics.Led comprehensive analyses of contact center needs and selected optimal vendors.Forecast contact volumes and resource requirements, optimizing staffing levels to meet operational demands.Spearheaded the analysis and refinement of marketing campaigns, leveraging data insights to optimize strategies and achieve targeted goals.Collaborated with accounting to optimize contact center finances, including meticulous budgeting and insightful P&L analysis, driving financial efficiency and accountability.

United States

Evaluated BPO service metrics against set benchmarks and SLAs KPIS, ensuring alignment with all stakeholder's objectives. Built strong relationships with vendors always to exceed clients expectations.Analyzed performance data, identifying trends, pinpointing improvement areas, and highlighting successes to inform strategic decisions.Developed and presented comprehensive performance reports to stakeholders, offering insights and actionable recommendations to drive service quality and operational efficiency.Served as a key liaison between the company and BPO providers, facilitating essential communication to resolve performance issues and align service delivery with business goals.Training and Development Identified and addressed training needs for staff.Motivate agents by meticulously monitoring their performance, and providing ongoing coaching and feedback for continuous improvementEvaluation and selection of vendors for contact center software.Develop SOPS and Adherence to Staffing SOPs (Standard Operating Procedures).

Irvine, California, United States

Communication and Campaign Management: Effectivelycommunicated new campaign and system changes to all departments,ensuring comprehensive understanding and implementation.·Quality Assurance and Training: Audited 20 calls daily in real-time tomaintain quality standards. Developed and conducted targeted trainingsessions, addressing individual and group performance issues.·Performance Management and Discipline: Monitored agentperformance, addressing issues related to tardiness, quota nonfulfillment, and compliance. Issued disciplinary actions for noncompliance and coordinated with HR for termination procedures whennecessary.·Team Motivation and Engagement: Initiated and managedmotivational strategies, including contests and awards, to foster agentloyalty and focus. Encouraged positive team dynamics through effectivecommunication and feedback.·Team Leadership and Coaching: Managed two teams of 45 agentseach, enforcing accountability for performance. Provided daily coachingthrough analysis of call recordings and ongoing role-play exercises inobjections and rebuttals.·Training and Development: Led comprehensive training for agents onscripts, product knowledge, objection handling, and system operations,enhancing overall team proficiency.·Reporting and Collaboration: Consistently reported to the head of thecall center, delivering insights on team performance, training outcomes,and operational improvements.

Tustin, California, United States

Open accounts for new customers and prepare new account paperwork, applications and request the required identificationIdentify the needs of new and existing customers and offer appropriate services currently availableProvide additional information to customers regarding promotions, contests and new account optionsPromote and upsell credit cards available through the financial industry as well as and banking services to current and potential customersAssist in community awareness events to increase bank outreach and foster new business opportunitiesAnswer questions and customer concerns regarding checking and savings accountsProactively identify and inform customers of account status deficiencies and disputed transactions while providing options to resolveProcess and post various loan payments, record information in the database and issue a receipt confirming the transactionProactively hunt for new business/accounts by leaving the branch.Leverage good relationships to obtain referrals.

Education record

Education record