Responsible for effective coaching and development of a team of approximately twelve offshore (vendor) coaches and managers, developing and maintaining controls to meet audit requirements and ensure compliance, providing support for various departments, including trend identification/communication and analyzing client complaint data• Responsible for completing deep dives to identify knowledge and behavioral opportunities driving client complaints• Partnering with a variety of departments and tailoring communications to different audiences, e.g. Onshore vs Offshore, Teammate vs Coach/Manager• Development of training content to meet the needs of various audiences along with facilitating training and refresh sessions

• Responsible for reviewing client interactions and evaluating the client's experience and procedural accuracy of the teammate for telephone and written teammates• Responsible for identifying procedure and process improvements, identifying behavioral strengths and opportunities and providing recommendations for improvement• Responsible for completing deep dives to identify knowledge and behavioral opportunities driving client complaints• Partnering with a variety of departments and tailoring communications to different audiences, e.g. Onshore vs Offshore, Teammate vs Coach/Manager• Strong attention to detail and written communication skills used to provide coaching style feedback in written form

• Responsible for handling inbound service chats initiated from Online Banking andidentifying opportunities to enhance banking relationships by educating clients on banking practices and referring products and services• Lead mentor for Universal Chat new hire teammates in the Nesting program• Pilot participant for Channel-link Platform deployment and LivePerson Chat initiative• Served as the United Way Ambassador and Activities Committee lead

• Responsible for handling inbound client emails initiated from Online Banking and identifying opportunities to enhance banking relationships by educating clients on banking practices and referring products and services• Served on Digital Frontline team, responsible for handling escalated and complex client issues from Offshore Email Support vendor leaders and Digital Support teammates• Lead mentor for Email Support new hire teammates in the Nesting program• Pilot participant for Relationship Manager and eGain deployment• Served as the United Way Ambassador and Activities Committee lead

• Responsible for handling inbound service calls from and identifying opportunities to enhance banking relationships by educating clients on banking practices and referring products and services• Responsible for handling escalated and complex client issues from other teammates (peers)• Served as a mentor for new hire teammates in the Nesting program