Eric Counts Email and Phone Number
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Eric Counts is a Central Supervision Supervisor at Stifel Financial at Stifel Financial Corp.. He possess expertise in financial services, customer service, process improvement, banking, leadership and 31 more skills. Colleagues describe him as "Eric is a fantastic leader. He always delegates work fairly all the while ensuring that we were comfortable and happy. He made work seem less like work & more like family because he always had our back.", "I reported directly to Eric for approximately 3 years. I learned a lot under Eric's leadership. He knew his job and the jobs he supported to perfection. As a leader, he built me up by making sure to tell me what I was doing right, which made me want to work as hard as I could. In times where I needed guidance, he would let me know how I could better myself. I never felt like his guidance was demeaning nor was he EVER impatient with myself or others, when approached. I saw a lot of people, under his supervision and outside of his supervision, come to him with questions. He usually always had an answer to the question or problem. Eric also made work a very fun and relaxed atmosphere with an easy and infectious laugh. I highly recommend Eric Counts in any situation and would not hesitate to work with or for him in the future.", and "I worked with Eric Counts for a little over a year. In that time, I saw him deftly navigate everything from the center having to close due to an icestorm, to tax season. He is truly one of the most engaging managers I have ever worked for. Often times businesses will lose sight of one goal because we are chasing another. Eric has the unique ability to track multiple factors for several equations at the same time. I would not hesitate to recommend Eric to any organization. To put it simply, he will make any organization better. In 15+ years in the call center industry I regard him as the personification of the concept of a “Force Multiplier”. He always strives to improve both himself and everyone around him. He is relentless in his pursuit of knowledge about any problem he faces and continually strives to gain detailed information that can assist his organization to navigate issues that either pop up or are anticipated. He could teach a master class on making everyone in an organization appreciate that they are a vital component to the team and its success."
Stifel Financial Corp.
View- Website:
- stifel.com
- Employees:
- 5
- Company phone:
- +1-501-374-8276
- Company email:
- theshollmierteam@stifel.com
-
Central Supervision SupervisorStifel Financial Corp. Apr 2018 - PresentSt. Louis, Mo, Us -
Workforce Management/Service Center ManagerScottrade Jul 2010 - Mar 2018Saint Louis, Mo, UsDrive company initiatives and provide guidance & direction to overcoming challenges/barriersDeveloped department standards and performance metrics to ensure an efficient & excellent customer service experienceAnalyze Key Performance Indicators (KPIs) and develop strategic action plans to correct behaviorPeriodically reviewed customer calls, email, & chat for quality assurance and provide recommendations to improving customer experience Monitor technical issues impacting the customer service experience and quickly communicate to appropriate departments to implement proper solutions Collaborate with various departments to continue to implement improvements that increase agent productivity & efficiency without sacrificing customer serviceSchedule daily huddles and weekly team meetings to keep projects on track and tackle any problems in a timely mannerEstablish New Workforce Management Program and Enterprise WFM System (Pipkins, Inc.)Create and Train Workforce Management Team Implement Schedule Adherence Guidelines for Call CenterEstablish WFM Policies and Procedures for Managers, Supervisors, Agents & Support StaffMonitor Real-Time Intraday Activities & Service Level Objectives Designed Wallboard Layouts and ConfigurationsCreate Disaster Recovery Plan & Contingency Plans for Call CenterProduced “Power-of-One” Training to New HiresIntroduced Agent Dashboards Interface Displaying Real-time StatisticsNetwork with Workforce Management Professionals on Best Practices -
National Service Center Team Lead / SupervisorScottrade Apr 2007 - Jul 2010Saint Louis, Mo, UsProvide leadership and direction in tackling day-to-day situations faced by brokers / broker trainees. Review and assist the Service Center Manager with shift workflow involving phone calls, email, and chat.Track Key Performance Indicators (KPI’s) daily, weekly, and monthly.Conduct quality assurance reviews for phone calls, email, and chat.Address and document work related performance issues with brokers / broker trainees.Research and provide a timely response to escalated email received from customers.Assist Stock Records with entering SEC forced buyins to compile with Rule 204 (Regulation SHO). Perform quarterly and annual performance reviews for brokers / broker trainees.Assist in the development and/or implementation of various products used within the Service Center such as Quality Assurance Evaluation Form (NICE Recording System), Talisma Email Management System, etc. -
Service Center StockbrokerScottrade Apr 2005 - Apr 2007Saint Louis, Mo, UsProvide assistance to clients with trades, quotes, account inquiries, and online/technical navigation of various trading platforms. Review and respond to customer e-mails in a professional, accurate and timely manner.Research and resolve numerous questions regarding the GainsKeeper application.Provide class training and guidance to all new Service Center Brokers/Branch Managers regarding the GainsKeeper application.Develop training materials to enhance the Service Center/Branches overall knowledge of the GainsKeeper application.Assist department manager in Special Projects such as Red Alert, Quality Assurance Evaluation Summary, Saturday Work Program, etc.
Eric Counts Skills
Eric Counts Education Details
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University Of Missouri-Saint LouisBusiness Administration
Frequently Asked Questions about Eric Counts
What company does Eric Counts work for?
Eric Counts works for Stifel Financial Corp.
What is Eric Counts's role at the current company?
Eric Counts's current role is Central Supervision Supervisor at Stifel Financial.
What is Eric Counts's email address?
Eric Counts's email address is 3c****@****ail.com
What is Eric Counts's direct phone number?
Eric Counts's direct phone number is +131491*****
What schools did Eric Counts attend?
Eric Counts attended University Of Missouri-Saint Louis.
What skills is Eric Counts known for?
Eric Counts has skills like Financial Services, Customer Service, Process Improvement, Banking, Leadership, Securities, Vendor Management, Financial Analysis, Analysis, Securities Regulation, Trading, Business Analysis.
Who are Eric Counts's colleagues?
Eric Counts's colleagues are Marian Morris, Kari Pavlak, J. Schlafly, Santiago De Luca, John P Banks, Brian Van De Riet, Sydney Pappas.
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