Jo Johnson Email & Phone Number

Shepherdstown, West Virginia, United States

Winchester, Va

• Manage large amount of inbound calls in a timely manner• Ability to identify customer needs, clarify information, research every issue and provide solutions or alternatives• Build sustainable relationships and engage customer by going the extra mile• Lead, develop, and manage the performance of 14-16 team members to achieve objectives according to the goal of the Account Services Branch• Training, and preparing call center representatives to respond to customer questions, complaints, and troubleshoot problems with services and products• Ensure agents understand and comply with all call center objectives, performance standards, and policies• Answering agent questions regarding best practices or difficult calls• Identify operational issues and presenting possible improvements• Monitor and evaluating agent performance, providing learning or feedback opportunities, and taking corrective action, if necessary• Prepare reports and analyzing date to assist management as the determine call center goals• Work with other supervisors and management team members to support agents and maximize customer satisfaction• Interview and hire outside candidates to ensure staffing is at the proper levels• Approve Wires, Western Unions, and Cashier’s Checks for FedWire and OFAC compliance