Led and managed a customer service team in a contact center, consistently achieving and exceeding key performance indicators. Implemented the CARES model to enhance customer experience and build strong relationships with service partners. Analyzed team behaviors and trends to drive engagement and optimize performance. Maintained data integrity through accurate and timely reporting. Spearheaded local problem-solving initiatives and collaborated with senior leadership on continuous improvement opportunities. Managed escalated issues, resolving complex customer challenges directly. Motivated and contributed to the development of customer service staff, leading change efforts and assuming full accountability for outcomes. Planned and organized operations to improve efficiency.

Transitioned to the Lending Services department to acquire new skills and support the development of top consultants. Fostered collaboration and trust within the team, creating a supportive environment. This led to improved confidence and resulted in the team achieving top rankings in CXI and Bank NPS surveys, exemplifying the expected standards of customer experience. Enhanced team skill levels by training members in Core, OLB T2, LSS, and Mortgage. As a result, several team members achieved their career goals, leading to improved overall performance and positive trends in results.

Provided coaching and feedback to enhance team performance. Conducted semi-monthly coaching sessions to improve quality and KPIs. Offered live listening feedback and performed KYC spot-checks to enhance customer experience. Utilized the Retail Performance Summary to assess team performance against peers.

Perform customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners. Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served. Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues. Maintained high levels of customer satisfaction consistent with PNC's core values. Demonstrated commitment to quality through customer and service partner interactions. Documented customer interactions and completes service requests to minimize customer effort or additional action.