Denise Thomas Email & Phone Number

San Francisco Bay Area

• Managed, coached, and developed team of 18 contact center executive office specialists responsible for resolving customer complaints addressed to the CEO, media outlets, social media, and government agencies.• Achieved top performer status in production, quality assurance, risk and compliance, exceeding goal by 20% or more. • Created a new enterprise complaint office, establishing workflow processes to improve overall performance. • Mitigated risk and identified opportunities to prevent fraud via channels such as Zelle, debit card, credit card, ACH.• Collaborated with executive management, corporate communications, legal counsel to resolve complex customer issues and develop strategic initiatives.• Monitored team progress/KPI’s and ensured adherence to various laws and regulations ( ie. Reg E, Z, CC, UDAAP)

Concord, California, United States

Managed, coached, trained and developed sales and service contact center staff of 8 supervisors and 90 customer service representatives responsible for frontline servicing, sales and technical support for online banking customers. Managed a team of 4 operations analysts dedicated to regional reporting and analytics of all aspects of the business. Drove success in KPI’s such as customer satisfaction, sales, quality assurance, SLA. • Promoted to Vice President within one year as a result of increasing profits by 200k in 1 quarter, and leading the region in customer satisfaction, quality, production and employee engagement.• Collaborated with regional leadership to design a customer satisfaction ambassador program, which increased customer satisfaction results by 20% through coaching, mentoring and recognizing staff.• Appointed as interim site leader, managing 200 employees in a stand- alone contact center.

Supervised, coached and developed a team of 20 frontline contact center service representatives supporting customers with all aspects of their banking needs, including online troubleshooting. Ensured KPI’s were exceeded, such as customer satisfaction, sales, quality assurance, FCR, SLA’s. Collaborated with HR to enhance performance plans.• Awarded top performing sales team multiple months/years consecutively • Named Assistant Vice President within 3 years• Streamlined hiring process to increase candidate quality • Awarded Star Performer of the year for 4 years• Appointed as Gallup SME to drive customer satisfaction scores across the organization• Drove stellar sales, customer satisfaction, adherence, handle time, first call resolution results consistently• Launched High Value phone queue from the ground up, designed specifically for high net worth customers • Collaborated with HR to revamp performance plans

Managed team of 18 specialists responsible for supporting customers via email and chat with various banking needs. Ensured proper staffing and adherence to SLA's and high performing KPI's. • Improved service level agreement from 70% to 90% within 3 months• Increased team member engagement scores by 10% within 6 months• Increased agent productivity by 20% in one quarter• Created pod strategy to increase employee production and moral• Developed knowledge base of canned written responses to ensure consistency and quality of customer responses

Handled escalated customer issues including those addressed to the CEO and members of Executive/Sr leadership. Assisted with new hire training and mentoring peers.

Handled inbound calls from online banking customers needing assistance with banking as well as technical issues related to online banking. Promoted to Executive Office just 7 months after being hired.