Kadia C. Email & Phone Number

New York, Ny, Us

Greater New York City Area

Professional Summary: Lead quality assurance reviews while monitoring call center (80+ staff members) to ensure superior member support during phone calls, emails, WebChats and faxes. Coordinate with leadership teams and inter-department team members to develop and implement processes for effective member service.Leadership/Management Responsibilities: » Guide staff in establishing and maintaining professional member support with high-level international members ensuring member retention and satisfaction.» Communicate and follow up with management about specific projects and their goals.» Assist in creating pathways to educate staff while providing vision, motivation, and inspiration. » Establish individual and department standards for First Contact Resolution (FCR).» Keep staff motivated by providing positive feedback pertaining to Inquiry Resolution and escalation.» Manage, train, onboard, and provide leadership to team of 80+ employees.Training Highlights: » Communicate with subject matter experts to effectively translate key organizational policies into meaningful training materials.» Develop training program with a focus on communication and professionalism, email and webchat guidelines, quality assurance reviews, and member authentication guidelines.» Train over 80+ staff members, updating them on new policies/procedures, operational changes, system enhancements and new products and services.Achievements:» Improved member satisfaction by developing and implementing quality assurance review criteria and corresponding training plans based on trends discovered through call reviews during the year. » Exemplified excellent time management and multi-tasking skills by consistently meeting and exceeding productivity expectations.» Key member of core team that developed and implemented Quality Review Assessment Criteria.

Greater New York City Area

Professional Summary: Served as subject matter expert and project lead for IRAs for branches and regional offices located in Geneva, Vienna, Nairobi, Uganda. Key player in strategic planning initiatives for IRA and core conversion. Leveraged communication skills and banking knowledge to engage with customers and maintain client relationships through various channels including phone, email and webchat. Key Responsibilities: » Led the implementation of Credit Disability Debt Protection program. » Provided excellent customer service while processing transactions and recommending additional products and services to meet customers' needs. » Supervised queue planning to ensure coverage and adherence. » Trained 45+ employees, coaching them on how to identify solutions and motivating them to meet customer expectations while adhering to department’s policies and procedures.» Processed transactions within established policies and procedures to ensure operational excellence. Achievements:» Rapidly promoted from Member Service Representative I, II, III to Member Service Representative Quality Assurance Specialist based work ethic, leadership abilities, and commitment to organization’s mission and goals. » Excelled at cross-selling bank products to customers at every opportunity to meet sales goals including opening new accounts, and processing credit cards and loan applications.

Greater New York City Area

Professional Summary: Trained, evaluated, and motivated staff members to maximize performance by fostering a service and sales culture of excellence. Develop and maintain team relationships and promote member loyalty by applying problem-solving skills to resolve issues, resulting in solidification of existing clients’ relationships.Key Responsibilities: » Key player during strategic planning initiatives for new software conversion. » Ensured that staff members delivered high quality service and conducted thorough Member interviews in accordance with company policies and procedures.» Mentored over 40 representatives, ensuring their complete understanding of work procedures, responsibilities and company policies.» Met with management team, providing team member progress reports and updates related to Contact Center.Achievements:» Awarded Contact Center Representative for six months.

Professional Summary: Conducted training for over 100 staff in the areas of company operations and customer service. Provided feedback and reinforced positive behavior and/or wrote corrective action plans as appropriate.

Master Of Arts

Bachelor Of Arts