Conduct audits for customer contact centers to ensure call quality, customer stratification, and regulation adherence. Provide concise, accurate, and meaningful feedback to aid in associate performance improvement and the development of training programs. Meet monthly production deadlines with limited supervision.Received –very Strong.. performance rating due to outstanding work, positive attitude, flexibility, dependability, interpersonal skills, and team dedication.Facilitated informational presentations for Stakeholder's to show department purpose and duties.Co-facilitator for monthly meetings to promote team engagement and increase associate morale.Collaborated with Manager to create an onboarding training manual for new hires.

Handled a high volume of escalated customer service calls from contact centers associates. Assisted Branch Bank Executive's with high level escalations and complaints requiring intensive research and troubleshooting. Collaborated with all lines of business to resolve complaints within the allotted time and performed justifiable procedure exceptions to accommodate unusual situations.Constantly received –Very Strong" performance rating for consistently exceeding department metrics and compliance guidelines.

Answered inbound customer service calls in a fast-paced, high-volume environment.Serviced as a resource, Subject Matter Expert (SME), for trainees transitioning from training classroom to call center floor.Received "Exceptional" performance rating for consistently exceeding department metrics and compliance guidelines.

Supervised Cashiers ensuring each associate is engaged in customer interactions and transactions to help drive merchandise and credit card sales. Proficiently operated cash registers by maintaining and balancing cash drawers.Promoted from Cashier to Lead Cashier within four months of hire.