Michele Parker Email & Phone Number

United States

Working for Barclays as a contractor.

Farmington, Maine

United States

• Responsible for updating and maintaining all Customer Care correspondence while working collaboratively and virtually with team members and departments across the organization. • Review policies and procedures to ensure there are no gaps in documentation as well as ensure these policies and procedures are reflected in both correspondence as well as available to colleagues in a consumable fashion. • Review and ensure all channels (Interactive Voice Response System (IVR), Web, Chat, Social Media, Desktop, etc.) are the same and updated simultaneously. • Partner with segment leads and business owners across the organization to ensure Customer Care has the most up to date information available and documented to service customers.• Responsible for authorizing, storing, and reporting policy and procedure content and performance support materials.• Work directly with Marketing, Customer Care, Communications, Compliance, Operations, and a number of other departments to confirm content accuracy and obtain necessary approvals for requested updates.• Promote knowledge sharing throughout the organizations operational business processes and systems by helping create/maintain content management workflows. Facilitate change management forum; creating centralized location for inventory, revising intake forms and databases to boost and creating colleague awareness to to boost engagement.• Set up and manage an annual audit review of the Customer Care department’s policies and procedures.• Established policies and procedures for Non-Voice channels. Built out centralized locations for storing and authorizing content. Introduced controls to maintain ongoing inventory.

Wilton, Maine

Ensure effective, efficient and compliant delivery of customer solution goals by leading a team of specialists across different business channels. Ensure that all activities and duties are carried out in full compliance with regulatory requirements. Genuinely committed to communicating and coaching effectively to drive team and individual performance. Utilize reporting and direct observation to keep colleagues focused on delivery the best results through coaching and mentoring. Provide performance analysis to implement action plan strategies to improve overall performance. Be resource for policies, procedures, and escalate issues. Leading a team of representatives: sharing best practices, working collaboratively and ensuring performance metrics are attained. Assisting with staffing decisions, including internal and external interviews.• Earned the Manager of the Quarter Award in 2016 and ranked the top 10 team in the network out of 70+ on several occasions for delivering high-quality, on-time work. Influencing team by adding value and working collaboratively to achieve the best performance results.• Stewardship Values Award Winner in April 2016 – Positively impacting all communities and stakeholders. Protecting and enhancing our reputation at all times by equipping colleagues with the tools and knowledge needed to service customer requests and provide a positive experience. Strive towards leaving things better then how they were found.• Working collaboratively and team player. Receptive to feedback for continued growth and development. Flexible with traveling to other organization locations to assist with recruitment, share business knowledge and launch and train new colleagues.

Wilton, Maine

Provided customer service; answering customer inquiries via phone or Secure Message Center, solving problems, and providing new product information. Successful with maintaining program expectations to achieve client needs.Facilitated 8 week New Hire Training and integration prior to Team Manager promotion.

Wilton, Maine

• Provided customer service; answering customer inquiries, problem solving, providing support and providing new product information. Licensed Property & Casualty Insurance Agent.• Successful with maintaining program expectations to achieve client goals and needs. Organized training for specific programs. Earned management trust and was promoted within the company as a team manager. Managed a selected group of individuals for 5+ years to assure all program goals were met, maintained, and coached accordingly to help those struggling, meet these program expectations. Ran daily, weekly, and monthly reports to track performance.