RESPONSIBLE FOR DESIGN, DEVELOPMENT, DELIVERY AND MEASUREMENT OF THE OVERALL QUALITY ASSURANCE AND TRAINING PROGRAMS TO ENSURE CONSISTENT, OUTSTANDING SERVICE EXPERIENCES • Conduct call-monitoring evaluations, review transaction errors, and analyze call center service quality measurements for the purposes of quality assurance and improvement. • Evaluate employee performance monthly, in both quality and quantity. Provide a report to management and trainers as assigned. • Update Customer Experience Scorecards for identified clients (including compiling identified operational metrics which are key to customer experience) • Perform root-cause analysis on available data including voice of the customer (VOC) listening posts (such as surveys), operational metrics, and other variables (program type, product type, etc.) to identify relationships, trends, and opportunities for improvement • Coach and train employees to produce better quality and customer experiences.• Data analysis involving manipulation of large amounts of data (utilizing SQL, Excel, Enterprise Data Warehouse and SAS).• Coordinate customer communications to ensure a consistent tone and experience.

• Partner with all levels of personnel to gather and define business requirements.• Support call center applications and technologies.• Gather, organize and data from a variety of databases and compile in reports to aid in the improvement of performance and productivity. • Work with senior level executives and product users to continually provide updates regarding call center metrics and to further support client relationships.• Create customized client reports and ad hoc research projects.• Provide client support and on-site and online training sessions.• Data analysis involving manipulation of large amounts of data (utilizing SQL, Excel, Enterprise Data Warehouse and SAS)• Consult with key business partners (Training, Quality Management, Operations Management, etc.) on training, communication, and coaching needs of all call-center personnel and identify inefficiencies that impact the business.• Identify process improvement opportunities, determines viable solutions, and recommends solutions.

• Directly supervised day to day activities of a team of Telephone Bankers to ensure proper coverage to meet service requirements.• Trained, developed, coached, motivated and evaluated direct reports• Assisted staff with escalated calls to identify, research and resolve complex problems.• Managed the scheduled adherence of the Info-Assist Line and the Customer Advocate Line to achieve required service levels (ASA 20 seconds, 90% service level)• Motivated and recognized strong performance, established goals and standards, conducted counselling sessions; provided ongoing coaching, training and support to team members to ensure high levels of customer service. • Maintained records and analyze statistical reports for optimum staff performance. • Monitored call quality for coaching and development opportunities.• Gained a strong knowledge of all Retail or Business products and services to serve as a subject matter expert to my staff and other departments.• Supervised 15-20 employees.

• Served as a brand ambassador and offer support and guidance for our internal partners in their messaging and communications initiatives. • Researched and determine communication technology needs. • Created presentations, communications plans, corporate communications materials, and provide event assistance. • Develop tailored communication strategies and delivered strategic communications plans and outreach products to facilitate the execution of change initiatives.• Researched and wrote documents including: editorials, newsletters and articles. • Organized and conducted focus groups to gain an understanding of internal customer satisfaction.

• Oversaw all aspects of the mortgage processing/closing functions from point of origination to final disposition. • Analyzed trends in call volume, AHT, and attendance to understand and plan for potential over-staffing/under-staffing conditions. Adjust workforce requirements based on changing/dynamic forecasts; re-forecast when necessary.• Independently performed complex problem solving and decision-making activities; but consult with Manager on matters of risk to the organization.• Provided performance feedback to staff and vendors• Provided leadership to achieve high quality customer service• Monitored loan production, loan quality control, and timeliness of workflow.