Gerald Stevenson Email & Phone Number

United States

1525 W W T. Harris Blvd, Charlotte, Nc 28262

• Inbound call support for business sales, customer service, credit and merchant services.• Demonstrates organizational, multitasking, and excellent independent time management skills.• Great relationship builder between business lines, and gracious when feedback is given.

• Manages 10 to 15 team members to premier performance while adhering to numerous regulations and policies.• Oversees the day-to-day operations within the collections department and makes recommendations to upper management regarding improvements.• Analyze reporting and monitor team members to aid in performance coaching and counseling.• Review and select candidates for various positions within the Collections department.• Trained new and existing team members on many process and procedure updates and systems such as Early Resolution and I-Dial.• Provide immediate feedback and action when servicing gaps or issues are identified.• Monitored quality performance of staff members according to established standards and conducted performance evaluations.• Made hiring decisions.• Coached team members to stay customer service focus, actively listen, gather information, comprehend customer issues/needs, and recommend solutions.

3476 Stateview Blvd, Fort Mill, Sc 29715

• Responsible for de-escalating call while preserving the relationship of Wells Fargo and the borrowers.• Provided assistance with the New Hire class as a subject matter expert.• Traveled to new call centers to assist in implementation of operational excellence strategies and processes.• Performed side by side coaching to get team members to premiere performance.