Cindy Evers Email & Phone Number

Fayetteville, Nc

Currently, as a Defense Ready Unit Specialist, working with a team of technical professionals responsible for Information Technology support. Interfacing with military personnel and supervisors responsible for keeping military records updated, and DoD compliant. Assisting with DefenseReady issues, defining requirements and priorities for DefenseReady after PERSTEMPO at the unit level.

Fayetteville, Nc

Call Center Customer Service Representative for AT&T Mobility Customer Care group. Focusing on providing extraordinary customer service, satisfaction, and retention. Providing inbound support for customer service issues from billing inquiries to technical troubleshooting.

Whiteville, Nc

Coordinated and managed all operational aspects related to the daily operations of the Online Bill Payment Research second level review team. To include implementation and documentation of internal controls, balancing and settlement of accounts, managerial reports, and departmental policies and procedures. Supervised a team of eight employees and resolved management escalations. Trained Bill Payment Research team on new releases of current applications, and facilitation of new products and services. Interfaced with internal channels, and external vendor relations to resolve online banking bill payment service and system issues.

Lumberton, Nc

Developed, implemented, and facilitated the new hire training process for the collections operations team (450+ staffed call center). Delivering training courses to include onboarding, systems training, client service skills and collection agent certification. Also applied practical job skills, and scenarios to prepare agents for "real situations" that may require special handling and skill sets. Provided team building training modules and resources for leadership team to include motivational and team building exercises to improve team efficiencies and processes. i.e. "Who Moved My Cheese?" and "FISH Philosophy"Developed, implemented and facilitated all systems training for all host and Graphical User Interface (GUI) applications. Assisted leadership with the training and development of new team leads and supervisors. Emphasis was placed on team building, coaching sessions, and feedback. Monitoring new leaders to ensure proper execution of operating guidelines. Developed and maintained a resource library for the Collection's leadership to aid with additional resources, materials, and support for maintaining a positive team environment. Resources to include coaching, feedback, and the performance evaluation processCoordination of "Collection Connection - The Buzz about Collections" a quarterly newsletter via electronic delivery. Managing editor responsible for coordinating the lay-out, feature stories, and publication of the quarterly newsletter.Facilitated American Red Cross instructional training for Standard First Aid/Adult CPR/Workplace Injuries modules for the Bank's Collections leadership team (Lumberton, NC & Charleston, WV) on an annual basis from 2000-2010.

Lumberton, Nc

Managed the Collections Support Help Desk inbound team of 17 employees. Organized, established, and implemented operational and procedural policy guidelines for the Collection Support Unit. Supervised and managed the inbound unit from the inception i.e. 1996 - 2000. Strong supervisory skill development to include training and development, evaluating and monitoring performance, scheduling, coaching, and hiring staff as needed.In 1998, began working on development of the new hire training process serving in a dual role capacity for two years.