Executive Office Complaints Manager leading customer complaint teams of 12 directs and 200+ employees in Oregon, Idaho, and California sites. Responsible for Executive and Centralized LOB complaints pipeline including quality and complaint resolution standards on multiple product lines including consumer and business banking, credit card, and online.• Led Executive Office department providing in person and virtual leadership support responsible for researching and responding to complaints that may represent regulatory, ethical, or legal compliance issues.• Engaged and directed partners in facilitating process implementation and change management through various events impacting operations and complaint management. • Identified areas for development opportunity centering around process and procedures to reduce potential risk and customer impacts and proposed alternative plans to ensure department remained compliant.• Assigned to analyze and provide recommendations on audit findings leading to development and management of corrective actions that improved compliance and developed future operations processes.• Conducted leadership and team reviews and assessments to ensure successful execution of business initiatives including maintaining high level performance and engagement through impactful organizational, compliance, and procedural changes and events.

Phone Bank Manager leading customer service teams of 8 directs and 160+ employees in both Birmingham, AL and Beaverton, Oregon. Responsible for developing, executing, monitoring and communicating service standards and goals for both consumer banking and credit card lines of business.• Exceeded metrics consistently in the areas of quality assurance, productivity and customer experience.• Provided information and consultation to management on a daily basis to ensure team performance exceeded standards.• Coordinated staff, budget and resources to improve quality service performance. • Resolved complex problems or inquiries based on escalated situations. • Ensured teams meet government regulations and company policies in addition to monitoring audits which included quality assurance violations and customer complaints. • Hired, trained, developed, and retained a diverse workforce, including interviewing and selection.• Headed up the On-Boarding committee and rolled out initiatives that are pertinent to our new hire team members. • Served as a core council member of the WFVC Diversity and Inclusion Council in addition to co-facilitating both the Communications sub-resource committee and the Volunteers committee.

Led a team of 18-25 Phone Bankers in delivering excellent customer service coupled with sales and productivity. Led team to exceed established goals for the entire center. • Monitored and coached team members to deliver excellent customer service. • Reviewed monthly performance reports and established action plans for improvement. • Identified and planned development of new employees after initial training program. • Drafted employee performance reviews and recommended salary increases based on performance. • Performed quality monitoring in a consistent and timely manner and rewarded excellent performers based on established performance goals. • Resolved escalated customer calls in a quick and timely manner for a win-win outcome for customer and company.