Marie Markham Email and Phone Number

* Assist Customer Care Center Director in achieving the department’s primary objectives, which include agents answering 90% of incoming calls within 15 seconds (averaging 95%) and a 90% Mystery Shop score (averaging 96%)* Played a significant role in both the 2013 Core System Conversion and the 2016 Unification* Developed staff performance to meet service quality, response time objectives, and cross-selling opportunities* Monitored activity reports and service calls to identify and provide coaching and training needs* Interpreted reports related to department activity to forecast and monitor staffing levels, service levels, and time management*Coordinated work and vacation schedules; assisted in preparation of performance appraisals; ordered supplies* Maintained staff morale, monitored stress levels, and took appropriate actions for improvement* Worked with the Customer Care Center Director to develop and implement the training curriculum for new agents; concentrated on quality control and continuity*Created Universal Bankers training program, which allowed employees to learn different behind-the-scenes aspects of the Bank

* Responsible for training new Sales Associates; developed training curriculum* Assist Branch Manager in making sure branch was compliant with all policies and procedures of the Bank* Responsible for branch goals; recognizing inside cross-selling opportunities; participated in business calls* Coordinated work and vacation schedules; assisted in preparation of performance appraisals; ordered supplies

* Oversaw daily branch activities and teller operations, including branch and vault settlement, teller audits* Responsible for branch goals; recognizing inside cross-selling opportunities; participated in business calls* Large cash handling; business and consumer transactions; audits and accuracy in branch balancing