Jean Doherty Email and Phone Number

Establish solid foundation for success following promotion to this newly created position to document metrics, analyze trends, and identify areas of improvement within client services teams. Assist with a new call center phone platform implementation; led team to create comprehensive management reports.♦ Create a weekly executive summary of month-to-date call center metrics; report on areas of improvement.♦ Ensure quality execution by assisting client services managers with troubleshooting quality issues within teams with close attention to call avoidance.♦ Assist directors and client services managers with analyses of staffing levels and time-of-day staffing.

Promoted to this newly created position to ensure adherence by documenting metrics by creating and monitoring processes and procedures. Led a dedicated team of associates from multiple business units to create processes and procedures with a focus on improving the level of service and ensuring consistency as an integral member of the Center of Excellence - Client Services Team.♦ Served as client contact software administrator focused on standardization of fields and usage.♦ Created a bi-weekly e-newsletter, which was distributed to all Service Managers, Client Services, and Account Executives.♦ Created processes to observe client service associates while taking calls; processes provided quality feedback focused on improving service.♦ Created a Client Services Metrics Dashboard, which was distributed to senior management monthly in close partnership with project management professionals.♦ Shaped a productive environment as change manager for Client Services Team consolidation to ensure standards were achieved.

Promoted to management position to recruit, train, mentor and supervise over 20 client service representatives across several teams. Trained Business Unit Team on service excellence initiatives.♦ Drove innovation while managing a cross business unit client experience team focused on identifying service issues and initiating changes to improve overall client experience.♦ Managed a variety of software-release projects; employed refined relationship-building skills and collaborative mindset while communicating with organization departments and clients' departments.♦ Promoted to take on additional teams of underperforming service representatives; quickly initiated the focus required achieve ongoing success.♦ Managed the end-of-year tax form production project and annual business continuity exercises.

As a Loan Officer at Mitchell Bank I originated, documented and closed mortgage and consumer loans.