Jason Shipley Email & Phone Number

Lebanon, Tennessee, United States

Lebanon, Tennessee, United States

Lebanon, Tennessee, United States

Lebanon, Tennessee, United States

Greater Nashville Area, Tn

Primary role is as an internal consultant to site directors reporting to the regional VP. Partners with site directors to drive strategic initiatives aimed at improving customer experience and employee engagement. Identifies common performance challenges across sites and works with local leaders to increase attention to these areas and to develop targeted action plans. Conducts research and analytics to help assess the benefits and challenges created by high-level strategic initiatives.

Greater Nashville Area, Tn

Greater Nashville Area, Tn

Directed all aspects of customer care, loan servicing, and client escalation departments. Recruited and hired a talented management team to lead a staff of 300 full time employees. Responsible for ensuring long-term, sustainable, top-tier customer service, call quality, lead generation, operational controls, and cost management. Cross-collaborated with multiple departments and support staff throughout all six sites within SunTrust Online to identify opportunities and implement process improvements. Served as the site lead in multiple projects including development of a new client care desktop application and new reporting tools.

Raleigh-Durham, North Carolina Area

Directed all aspects of a 120-member contact center in the delivery of telephone and online banking customer service and sales. Provided strategic planning and thought leadership to maximize team performance and productivity. Evaluated and implemented technology improvements, collaborating with the IT department to resolve posting delays, and assumed full responsibility for expense management and profitability. Balanced branch support priorities with client-care objectives to maximize customer self-service channels. Established solid internal partnerships throughout the organization and leveraged cross-functional professional networks to analyze processes and apply best practices.

Raleigh-Durham, North Carolina Area

Recruited to improve performance and manage a team of 7 managers and 60 telephone and online customer service representatives. Oversaw all hiring decisions and training programs to ensure effective and efficient workforce management. Leveraged previous knowledge of online banking processes to restructure standard operating procedures (SOP) and drive software application enhancement initiatives to boost performance capabilities. Contributed to the development of the annual budget and managed expenses to ensure bottom-line profitability.

Raleigh-Durham, North Carolina Area

Managed all support aspects of the call center including forecasting/scheduling, technology utilization/deployment, internal reporting, incentive plan design/administration, internal controls, online banking support, and service/sales fulfillment.