Managed ownership of advanced customer issues and ensured each was brought to resolution.Maintained regular customer communication through scheduled call backs.

Worked with customers to diagnose, troubleshoot, and resolve advanced technical issues.Eliminated potential risk to the bank by identifying continuous improvement opportunities, and collaborated with 'Process Improvement' to create a new procedure for external transfers.Regularly served as an informative resource for less seasoned teammates.Often singled out by team leader to research unique issues that required special attention.

Selected for a business trip to Virginia to train a new call center at Convergys.Provided additional support, mentoring, and training to new call center service representatives in Kalamazoo, including peer-to-peer coaching.Often asked to lead and run team meetings by my manager.Maintained high integrity and confidentiality regarding customer information and accounts.

Coordinated, conducted, and participated in activities for campers while demonstrating imagination and resourcefulness with both the campers and staff.

Summer only