Danielle Decarolis Email & Phone Number

Bensalem, Pa

Manages 6 back-office Call Center teams with varying areas of responsibility, including: IRA, Live Chat and E-Mail, New Member Enrollment, Indirect Lending, Member Research, Formal Complaint ResolutionRegularly assumes a lead role in automation and efficiency projects, as well as annual, semi-annual, and quarterly staffing analysis and other high-level and confidential business plan projects.Primary point of contact for escalated member complaints, including those directed to CEO, Board of Directors, and NCUA.Resolves member problems and concerns in a timely manner, “Bend the rule to fit the member, don’t bend the member to fit the rule.”Created and developed Resolution Specialist Role, interviewed candidates, planned, coordinated, and executed training and development.

Greater Philadelphia Area

▪ Supervising a team of varying schedules and talents▪ Handling escalated member phone calls and e-mails from staff, upper management, and CEO▪ Resolving member problems and concerns in a timely manner, “Bend the rule to fit the member, don’t bend the member to fit the rule”▪ Assisting staff with problems and answering questions in an extremely busy, fast-paced environment▪ Handling high-risk transactions in a steady, secure manner▪ Analyzing difficult situations, using justifiable judgement to make decisions when resources unavailable on nights and weekends▪ Coaching and encouraging use of the ‘Member Connect’ sales approach▪ Motivating staff during sales promotions and events▪ Evaluate and monitor call recordings for quality control purposes▪ Analyzing sales and non-sales stats to identify potential, as well as areas for improvement▪ Creating, organizing, and leading training classes and workshops▪ Interviewing potential candidates▪ Writing and administering six-month and annual performance evaluations ▪ Settling branch at the end of the day, resolving outstanding balances▪ Organized and wrote test cases and training materials in anticipation for software conversion

Greater Philadelphia Area

▪ Resolved product or service problems by clarifying the member’s complaint.▪ Handled over 110 memberphone calls per day ▪ Assisted members by listening to their concerns and locating the best solution▪ Asking probing questions to identify products and services to fit the member’s wants, interests, and needs▪ Ensured member satisfaction by having an excellent follow up process▪ Exceeded team and sales goals and was promoted to Supervisor

Greater Philadelphia Area

Bachelor Of Arts - Ba, Organizational Behavior Studies

Associate Of Science - As, Business Administration And Management, General

Activities and Societies: Phi Theta Kappa

Education record