Lindsay Keim Email and Phone Number

• Responsible for first-line supervision of the Home Equity call center representatives and processors; including hiring, training, coaching, development, performance management, and salary administration.• Provides direction and serves as a resource for knowledge of policies, procedures, and federal regulations.• Recognizes events that affect customer service and provides timely communications to team members and peers.• Responsible for compliance with company procedures, applicable federal/state laws, and legal requirements.• Leads team toward desired individual, team, department and company goals.• Promotes personal growth and professional development of assigned employees• Recognizes opportunities and collaborates with other departments to modify metrics direct reports are held accountable for to improve the customer experience• Implemented a complete process over-haul to refocus the process on customer communication. Wrote procedures and collected feedback from the operation as well as the field.

• Analyzed daily reports to assist the supervisor with performance management• Created templates in Excel to streamline monthly reviews for the supervisor• Monitored the call center service level real-time, and pulled necessary levers to maintain the service level goal• Performed side by side coaching with peers and gave real-time feedback to improve performance• Created a site to house procedures, wrote 47 new procedures, created 8 job aids• Stepped in to lead the team in the supervisor’s absence• Resolved escalated calls with customers and agents, improving their overall experience with our company and the process

• Maintained wrap time, adherence, and unplanned activity to provide a Remarkable experience for the customer.• Submitted Home Equity applications for customers for customers, and communicated underwriting decisions• Provided assistance to licensed agents and customers inquiring about rates, products, guidelines, system issues, and status

• Managed several locations • Requested to open a new locationStrong organizational skillsRequires little supervision• Handle and resolve customer issues• Maintain inventory and upkeep of store• Prepare deposits and maintain end of night books• Analyze strengths and weaknesses of myself as well as my store• Strive to exceed company expectations regarding revenue, margin, and ticket average• Analyze and approve all refunds in St. Louis market

• Assign employees to specific duties• Resolve customer issues regarding sales and service• Calculate and prepare end of the night deposits• Greet customers in the store• Assist in the Pharmacy and Photo Department when needed• Perform other activities: clean, stock shelves, set displays

I ansered phone, took messages, helped out with filing, and odd jobs. I would help update various reports, and I often would go back into the archives to dig for various information.