Jack Peyton Email & Phone Number

Create and led business projects to increase customer satisfaction and minimize wait time to reach correct areaPrepare monthly customer experience presentations identifying performance improvements and opportunities to Senior LeadershipAnalyze and identify trends which led to solution oriented routines that improved customer and business satisfactionConduct in-depth analysis/research, communicate with other business units across company, and provide detailed resolution on executive level complaints to Senior Leadership

Assisted in managing 15 - 20 associates within Small Business and Large Corporate business to balance service levels and mitigate riskProvided assistance/resolution with escalated customer callsCoached associates on process improvements and how to provide a world class customer experience

Instructed and managed newly hired associates to the Client Managed Service areas and provided on-goingperformance developmentTaught modules and provided subject-matter expertise during classroom instructionCoordinated mentoring and listening sessions with management and Quality teamsCoached and enhanced productivity for new hires and tenured associates via call listening, fraud loss scenarios

Evaluated call listening and decision accuracy for Online Fraud and Device Fingerprinting areasCoached/Mentored associates to maintain, improve, and achieve department metricsCreated and presented monthly trends reports and updates based off of associate opportunitiesAssisted in updating and creating policy and procedures for Online Banking products