Contact Center Team Leader, 2010-PresentResponsible for the supervision of the Contact Center Agents and the day to day operations of the Customer Survey Department. Ensured all training requirements are met, provided coaching and mentoring to Contact Center Agents and supervised activities to ensure a high level of service to Citizens customers.• Coached and motivated multiple teams with effective techniques that produced the highest performing team for productivity and quality average • Consistently collaborated with team to discuss continuous improvement and helped launch a new survey allowing the Bank to gather more accurate data• Conducted training sessions on various topics and monitored results for training effectiveness and identified additional training opportunities to improve results• Intervened and handled escalated issues and customer’s problems on an as needed basis• Supervised and supported up to 150 part-time and full-time staff, including permanent and temporary employees• Maintained accurate colleague records, wrote and delivered performance reviews• Provided technical support for automated outbound Survey dialer

Performed remote call observations to ensure quality calls within the group. Correctly typed and coded the large volume of customer comments within the prescribed time frame.• Interpreted the customer’s comments and categorized them within the required survey codes.• Delegated the agents in the dialer in the absence of management• Assisted management in Contact Center projects• Met and exceeded set monthly department goals

Conducted outbound calling with customers to gather customer feedback, while consistently exceeding goals that were set for the department.• Accurately captured customers’ comments pertaining to their experience• Escalated calls when necessary to ensure customer’s satisfaction• Assisted in the training of newly hired colleagues• Used for job shadowing by senior management• Assisted management in Contact Center projects

Teacher, 1996-2007Worked in developing a curriculum necessary to achieve national standards for NAEYC accreditation for the Y’s Owl Nursery School. • Classroom teaching, lesson planning, swim instruction, kids’ gym• Worked closely with Warwick School Department for the students that were part of the inclusion program• Trained new hires and volunteers in the classroom