Melanie Kuolt Email & Phone Number

Green Bay, Wisconsin, Us

Green Bay, Wisconsin, Us

Under limited direction, the Customer Care Quality Assurance/Training Manager oversees the Quality Assurance, Training and Communication functions of a multiple site, multiple channel, 24x7, 365 days a year Contact Center(s). Manage Contact Center policy/procedure functions across all business lines and channels that the Contact Center supports. Manage the creation and delivery of internal communications for planned events and/or unplanned issues that affect operations. Provide enterprise-wide consultation and customer experience insight on customer facing communications across all channels and business lines. Leverage the speech and data analytics functions within Customer Care’s WorkForce Optimization tool to research and analyze trends with the goal of recommending operational efficiencies, enhancements in processes, and customer experience improvements. Oversee Quality Assurance results and resolve or escalate issues of concern in order to minimize the company’s exposure to financial loss and/or to prevent customer experience issues. Provides consultation services on technology and best practices related to Quality Assurance internally and to other business lines. Identify the Voice of the Customer so that it can be shared with Senior Leadership throughout the organization. Oversee Contact Center quality, training, and communication functions during major projects, including mergers, acquisitions, and conversions, as applicable. Build strong relationships with internal and external partners across all business lines.Prior roles include:Senior Supervisor-Customer CareLead Systems & Support Specialist- Customer CareSystems & Support Specialist- Customer CareCustomer Care Associate

Chicago, Illinois, Us

Under limited supervision, support new and existing Cash Management clients via telephone and in-person office visits.Meet with new or potential customers not utilizing Cash Management services to discuss the capabilities of the bank and offer proposals for providing services. Create and maintain a database of potential Cash Management clients in the Madison Metropolitan areaPrior roles include:Teller