Responsible for day-to-day operations of a team of 42 associates in a call center and monitors productivity and performance standards.Plans and directs work flow and project assignments.Accountable for the interviewing, development, and retention of qualified customer service representatives.Works with the Call Center Manager to develop policies, procedures and the business work plan for the team.Responsible for making sure service levels and performance guarantees are met.Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution.Assist in development of Call Center programs and process improvements to enhance the level of internal and external customer service provided.

Managed a team of mortgage call center professionals in a strong, goal oriented, results driven environment. Responsible for motivating, inspiring, and encouraging people to produce quality results and stay focused on vital tasks.Accountable for the interviewing, development, and retention of qualified customer service representatives.Developed, defined, and performed audits, with consistent feedback methods.Conducted verbal, written, final written counseling/coaching sessions and terminations with team leads, and agents.Responsible for handling escalated calls from homeowners.Reviewed and approved time cards.

Managed and motivated tellers and personal bankers to achieve monthly and quarterly sales goals.Mentored and coached in the areas of cross-selling and customer service.Controlled customer dispute resolution, solving customer issues.Executed monthly and quarterly performance evaluations for 5 tellers and 2 personal bankers.Ensured $5 million in annual new growth by cross-selling and managing sales leads.Controlled day to day branch operations.Conducted payroll for entire branch.Provided excellent customer service and increased retention by going above and beyond the expected norm.

Managed 200 call center operators specializing in offline operations and general customer service.Certified in compliance through organizational training in order to conform to laws regulated to money transfer organizations.Worked with the Office of Foreign Asset Control to reduce money laundering and trafficking.Fraud Analyst working with NAAG (National Association of Attorney Generals) to reduce Internet fraud in association with Western Union. (I.e. buying across internet sites using Western Union as payment.)Assisted organization with downsizing during transitional period.