Joel Woods Email and Phone Number

Responsible for medium - large projects for the Check Fraud Claims department. Provides consulting expertise to line managers on productivity issues, analyze market and operational impact in the business brought about by the project parameters.Researches and documents organizational reviews, workflow analysis, management and staff analysis. Develops project plans including estimates of cost and resources required. Defines project scope to others outside of operations that may become involved in or impacted by the project. Requires a thorough knowledge of the operations area.

Developed and delivered comprehensive training material specific to the line of business including policies, procedures, and system navigation . Implemented new training programs and enhanced current programs.Wrote new procedures and job aids for the claims department, and created a multifunctional SharePoint training site.Conducted quality call evaluations for new hires and veteran associates after training is completed to ensure associate adoption.Maintained knowledge for relevant fields specific to the Online Banking Fraud Claims unit.

Handled customer escalations related to Online Banking, Small Business and Consumer issues and concerns that were escalated by the first and second level customer service associates.As need resolved issues forwarded from the Executive Customer Relations team that were sent to the office of the CEO related to Online Banking issues.Provided on the job training to new hires and acted as a Subject Matter Expert during new hire training classes.Conducted technical troubleshooting for customers experiencing errors with Online Banking, Internet Browsers, Quicken, QuickBooks.Promoted to CEU Supervisor in April 2006

Recruited, trained, and supervised 15-20 call center support specialists.Fostered an environment in which employees were motivated to deliver top performance and manage call center metrics to ensure goals are meeting or exceeding expectations.Managed escalated calls, researched and resolved complex client issues, analyzed data, identified trends, and set priorities and provided feedback and recommendations to site leadership.Implemented procedures to meet production deadlines, successfully executed service level agreements and managed relationships with business partners.Ensured quality standards are met or exceeded. Communicated process and procedural changes. Responsible for performance reviews to assess strengths and development needs providing feedback and opportunities for growth. Promoted to Team Manager in 2002.

Responsible for offering and selling financial products and services (i.e. Credit Cards, CDs, Loans) to both consumer and small business customers. Routinely work with customers and small business clients, to build and deepen relationships by uncovering financial needs, and recommending the best products, services and solutions to meet those needs. Ensure the customer’s needs are met by partnering with the appropriate specialist and/or teammate to serve the customer’s banking, small business, mortgage and investment needs. Helps to create an excellent customer experience. Proactively manage risk in every business, product, and service transaction leveraging the Risk Framework.

Supported the In Store Personal Bankers by creating new accounts and generating all paperwork related to new accounts.As needed upsell customers to the right account fit based upon customer responses.Completed credit checks and ChexSystems review as part of the new account procedures.