Glenn Sharp Email & Phone Number

Virtual Office - Wilmington NC

Greensboro/Winston-Salem, North Carolina Area

• Led team responsible for risk & control monitoring on customer inquiries (inbound/outbound) received through the phone and live chat channels across 20+ international and the US markets.
• Developed and executed the strategy that created a global quality team responsible for the BU's risk and control measures.
• Managed the Customer Compliant Capture program
• Used analytics to identify servicing pain points that led to several enhancements to the servicing platform, policies and procedures, marketing disclosures, and new hire training curriculum that improved the LOB KPI’s.
• Project Manager on high priority projects linked to improving the customer experience and reducing the company’s exposer to Bank Regulator scrutiny. Responsibilities included the E2E project implementation as the.
• Published monthly quality performance metrics scorecard and conducted regional and business unit reviews with senior leaders and business partners to raise awareness on coaching opportunities and drive operational.

Greensboro/Winston-Salem, North Carolina Area

• Managed team responsible for performing over 100K monitors yearly for 4K+ inbound servicing agents located across 10 locations, addressing Procedural Adherence, Compliance, and Customer Treatment.
• Defined and enhanced the architectural structure and monitoring methodologies that were adopted and implemented globally as best practices.
• Established real-time operational reporting that ensured Leadership and CCPs reviewed and took appropriate action.
• Defined, Implemented, and Managed the Customer Compliant program for the Telephone Service Network.
• Timely execution on deliverables such as Operational Risk Management Group (ORMG) assessments, SOX assessments, Internal and External Regulatory Agencies with all of them meeting and/or exceeding expectations.
• Created and implemented an audit strategy to identify financial risk exposure to the business through monetary or point adjustments. Used analytics to create action plan to address exposure and report improvements to.

Greensboro/Winston-Salem, North Carolina Area

• Led and managed various projects for frontline telephone customer service network that improved systematic servicing platforms, procedural gaps and the overall customer experiences for our Card Members.
• Managed customer treatment monitoring process to improve the overall customer experience as measured through the Voice of the Customer metrics.
• Primary lead for the business with the implementation of the NICE Call recording system. Project management responsibilities included identifying requirements, impacts to the business, training requirements and.

Greensboro/Winston-Salem, North Carolina Area

• Responsible for coaching and translating department strategy to 18+ Team Leaders to improve key performance drivers, such as call handling time, sales, quality, compliance, and customer treatment.
• Responsible for translating department strategy to a team of 15+ associates to ensure a solid understanding of the key performance drivers, such as handling time, sales metrics, Quality, Compliance, and Customer.