Larry Campbell Email & Phone Number

Aurora, Co, Us

Aurora

Denver, Colorado

Centennial, Co

•Manage Daily Team and Departmental Results- Supervise team consisting of an Assistant Supervisor and up to 21 representatives to ensure client satisfaction by holding them accountable to call behaviors, performance indicators, and call survey results. Resolve call escalations from upset shareholders. Control several budget line items of a $21 million budget for the department. Mentored and developed three Acting Assistant Supervisors towards leadership roles.•Oversee Hiring Process for New… Show more •Manage Daily Team and Departmental Results- Supervise team consisting of an Assistant Supervisor and up to 21 representatives to ensure client satisfaction by holding them accountable to call behaviors, performance indicators, and call survey results. Resolve call escalations from upset shareholders. Control several budget line items of a $21 million budget for the department. Mentored and developed three Acting Assistant Supervisors towards leadership roles.•Oversee Hiring Process for New Employees- Organized hiring process for several new large classes of direct and temporary hires. Conducted resume review, phone screenings, and interviews of hundreds of candidates. Led candidate roundtables with hiring managers and recruiting team. Onboarded all new hires with system and security access needs. •Established Client Relations Intern Program and Temporary Employee Model- Interviewed and hired college students to take part in company-wide Intern program during the summer of 2016. Developed new procedures for Intern hiring, training, and onboarding. Created and documented all processes for temporary employees from scratch. Converted 78% of temporary employees to direct hires through increased engagement and cooperative approach with hiring teams.•Streamlined and Communicated Changes to Department Processes- Introduced Document Upload service on Oppenheimerfunds.com website to Client Relations department; designed training, education, communication, and led interactive demos. Created Leadership Onboarding SharePoint site; trained and shared with peers and new leaders in department. Generated an automated error report after identifying gaps in manual process; socialized and rolled out to all departments within Client Relations. Discovered system issue with Electronic Document Delivery; prioritized system fixes and communicated proper procedures. Show less

Centennial, Co

•Manage Daily Team and Departmental Results- Proactively managed department volumes and re-assessed allocation of resources. Ensured quality and service levels were met on the team and in the department, while mitigating overtime. After 6 months leading the team, showed overall downward trend in errors and decrease in overtime.•Onboarding Focus for Department- Created a New Hire Playbook after determining there were not standardized procedures in place for interviewing, hiring, and… Show more •Manage Daily Team and Departmental Results- Proactively managed department volumes and re-assessed allocation of resources. Ensured quality and service levels were met on the team and in the department, while mitigating overtime. After 6 months leading the team, showed overall downward trend in errors and decrease in overtime.•Onboarding Focus for Department- Created a New Hire Playbook after determining there were not standardized procedures in place for interviewing, hiring, and onboarding. Teamed with Training department to develop an interactive onboarding system for new hires. Built checklist for onboarding new Supervisors to the department. •Process and Communication Improvements- Proposed, introduced, and hired for new Operations Specialist role in department. Co-founder of TAP Communication group- formed to establish one source of consistent, streamlined communication throughout TA Processing. Created template and guidelines for communicating processing volumes to department for daily communication. Partnered with Oversight to enhance IRS sort name guidelines and communicate to department. Show less

Aurora, Co

•Supervised Daily Service Operations- Oversaw all daily functions for team of 12; mitigated customer issues, resolved escalations, created weekly schedules, and wrote performance reviews. Held team accountable to sales goals for credit cards and other banking products. Interviewed over 400 potential applicants; hired and trained 60 employees over seven years. •Audit, Compliance, and Fraud Operations- Performed internal audit for ten branches and ensured active service and regulatory… Show more •Supervised Daily Service Operations- Oversaw all daily functions for team of 12; mitigated customer issues, resolved escalations, created weekly schedules, and wrote performance reviews. Held team accountable to sales goals for credit cards and other banking products. Interviewed over 400 potential applicants; hired and trained 60 employees over seven years. •Audit, Compliance, and Fraud Operations- Performed internal audit for ten branches and ensured active service and regulatory compliance and training. Identified, prevented, and reported fraud, saving the company over $750,000 in potential cumulative losses over seven years.•Increased Company Annual Revenue Over $1 Million- Assessed and tracked lobby traffic data, identified high number of checks cashed by customers without accounts. Analyzed and prepared data to present to Executive Committee. Introduced $5 check cashing fee for non-customers across 135 locations in September 2010, which resulted in an increase in over $1 million in annual income over the first 12 months and thereafter.•Eliminated Overtime and Increased Customer Traffic- Analyzed scheduling and identified a consistent accrual of overtime by employees clocking in ahead of their scheduled shift. Eliminated $18k of annual overtime by changing employee schedules and coaching to behaviors. Tracked drive-up and lobby traffic after installation of drive-up and identified an increase in customer activity of 10%. Adjusted Teller schedules to cover high-volume shifts and decrease customer complaints due to wait time. Show less

Centennial, Co

•Established new customer relationships- Opened commercial and consumer accounts, while cross-selling bank products such as overdraft protection, internet banking, and credit and debit cards. Exceeded company and new business goals.•Instituted market recycling program- Identified need for recycling services across 10 locations. Researched services and recycling locations and purchased recycling bins for locations. Trained staff on best practices. •2004 Employee of the Year- Started… Show more •Established new customer relationships- Opened commercial and consumer accounts, while cross-selling bank products such as overdraft protection, internet banking, and credit and debit cards. Exceeded company and new business goals.•Instituted market recycling program- Identified need for recycling services across 10 locations. Researched services and recycling locations and purchased recycling bins for locations. Trained staff on best practices. •2004 Employee of the Year- Started as a Teller in 2003 and earned 3 promotions in 4 years. Show less

Centennial, Co

Assisted diverse customer base with banking transactions. Up-sold products. Instituted a new CRM system, better tracking customer records.

Masters Of Business Administration, Dual Emphasis- Managing For Sustainability & Entrepreneurship

Bachelor’S, Psychology

Diploma, General

Activities and Societies: Honor Society, Spanish Honor Society, MESA, Environmental Club